Incident & Issue Management Coordinator

About this role

COMPANY 

Credit Genie is a mobile-first financial wellness platform designed to help individuals take control of their financial future. We leverage artificial intelligence to provide personalized insights and are building a financial ecosystem by offering tools and services that provide instant access to cash, and building credit. Our goal is to empower every customer to achieve long-term financial stability.

Founded in 2019 by Ed Harycki https://www.linkedin.com/in/ed-harycki/, former Swift Capital Founder (acquired by PayPal in 2017 https://techcrunch.com/2017/08/10/paypal-acquires-swift-financial/). Backed by Khosla Ventures and led by industry pioneers from companies such as; PayPal, Square, and Cash App, we are well positioned to build the future of inclusive finance through cutting-edge technology and customer-centric solutions.

OVERVIEW

As the Incident & Issue Management Coordinator at Credit Genie, you'll own two distinct but related control functions: incident management and issue management. Incidents are operational or technology events that disrupt service or create customer impact. Issues are identified control gaps or compliance deficiencies. Some incidents become issues, some issues arise independently, and managing both with discipline is central to operating as a regulated financial services company.

You'll serve as the operational program lead for all P0 and P1 incidents, and take ownership of any incident with customer impact requiring remediation, regardless of severity. Engineering managers own technical recovery for P2, P3, and P4 incidents; you step in when customer-facing impact or escalating severity warrants it. On the issue side, you own the full lifecycle from identification through remediation, coordinating with Engineering to get items into backlogs and sprint plans rather than stalling in tracking logs.

This is a high-visibility, first-line control role. You'll streamline processes and drive automation, maintain clean remediation tracking across incidents and issues, serve as the primary interface for regulatory examiner and bank partner inquiries, and prepare board and compliance committee reporting. You bring a project-lead mindset, a drive to automate the administrative side of the program, and the credibility to hold Engineering and Operations accountable without formal authority.

WHAT YOU'LL DO

- Own the full P0 and P1 incident lifecycle — declaration, triage, cross-functional response, root cause analysis, remediation, and formal closure — documented to regulatory standards.

- Take ownership of any incident with customer impact requiring remediation, regardless of severity, working alongside Engineering managers who lead technical recovery for P2, P3, and P4 incidents.

- Run incident response coordination, keeping clear ownership, action items, and decision logs, and escalating to second-line Compliance, Risk, and bank partners when thresholds are met.

- Own the first-line issue management lifecycle: identify, document, and classify issues arising from incidents, audits, exams, monitoring, or day-to-day observations, each with a defined owner, remediation plan, and target closure date.

- Maintain the issue log with the same discipline as the incident log, driving issues through to closure and confirming control gaps are genuinely addressed, not just marked closed.

- Own the remediation tracking process for both incidents and issues, maintaining a consolidated tracker formatted for sharing with auditors, examiners, and bank partners.

- Ensure all technology remediation items get into Engineering backlogs or sprint planning commitments, partnering with Engineering managers and the Director of Business Technology.

- Run a structured program cadence, including recurring incident and issue review meetings across Engineering, Compliance, and Operations, and ad hoc working sessions as needed.

- Own and evolve Credit Genie's incident and issue management framework — policies, playbooks, escalation protocols, severity classifications, and SLA standards.

- Drive continuous improvement through structured post-incident reviews, root cause analysis, and lessons-learned processes that translate into real control improvements.

- Serve as the primary first-line contact for regulatory examiner and bank partner inquiries, preparing accurate, complete responses and evidence packages.

- Own preparation of incident and issue management reporting for the board and compliance committee, including trend analysis, remediation phase tracking, and program health metrics.

- Identify and implement AI and automation tools to cut administrative burden, accelerate reporting, and improve tracking accuracy across the program.

REQUIREMENTS

- Bachelor's Degree or MBA from an accredited institution.

- 1-3 years of relevant pre-MBA experience in incident management, issue management, operational risk, or a related control function within fintech, financial services, or a regulated environment.

- Some experience managing high-severity incidents or control issues through part of the full lifecycle: triage, remediation tracking, root cause analysis, or closure.

- Clear understanding of the distinction between incidents and issues in a regulated context.

- Some experience coordinating with Engineering or technical teams, with a working understanding of backlog management and sprint planning.

- Familiarity with regulatory expectations for incident and issue management programs in a bank-partnered or licensed fintech environment.

- Comfortable working with AI tools to automate administrative workflows, generate summaries, and streamline program operations.

- Strong written and verbal communication skills, with the ability to translate technical and operational findings into clear reporting for compliance teams, senior leadership, and regulators.

NICE TO HAVE

- Experience preparing materials for bank partner requests, regula

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