Compliance Officer II - Program Integrity Compliance Analyst

The Department of Family & Medical Leave (DFML) is seeking an analytical, detail-oriented, and solutions-driven professional to support the integrity of the Commonwealth’s Paid Family & Medical Leave program. The Compliance Officer II plays a critical role in investigating potential fraud, identifying compliance concerns, analyzing data, resolving complex issues, and supporting continuous improvements to ensure accurate and equitable benefit administration.

About DFML

DFML’s mission is to implement and run the Commonwealth’s Paid Family & Medical Leave program, which provides income support to Massachusetts workers and their families during significant life events, while partnering with employers to ensure program integrity and compliance.

Your Role and Impact

The Compliance Officer II is responsible for conducting investigations, monitoring program compliance, analyzing data, and resolving complex issues involving claimants, employers, and internal operations, including:

• Conduct investigations into potential fraud, eligibility discrepancies, and violations of Massachusetts PFML laws and regulations.
• Analyze data, reports, and cross-matched information to identify suspicious patterns, inconsistencies, and potential compliance concerns.
• Review complaints, audit findings, and referrals to determine appropriate investigative actions and resolutions.
• Gather evidence, conduct interviews, review records, and prepare investigative findings, determinations, and recommendations.
• Investigate employer and employee reporting discrepancies, determine employer liability status, and review exemption requests.
• Conduct quality assurance reviews across DFML business units to identify operational risks and opportunities for improvement.

• Research and resolve complex claimant and employer escalations, including inquiries referred by elected officials and agency leadership.

• Prepare analytical reports, maintain accurate case records, and ensure timely communication of findings and decisions.
• Support special projects, process improvements, and initiatives that strengthen program integrity and enhance the customer experience.
• Update claimant payment preferences and EFT information to ensure accurate benefit payments.
• Monitor Employer Live Chat and resolve employer and constituent inquiries in real time.
• Respond to constituent inquiries referred by elected officials, including the Governor’s Office.
• Collaborate with DFML leadership and the EOLWD Legislative Director to resolve complex constituent concerns.
• Provide accurate case updates and information to agency leadership and elected officials.
• Review customer satisfaction feedback and address complex claimant and employer escalations.
• Manage case file and public records requests, ensuring timely and accurate responses.
• Perform related duties as required.

Why Should You Join DFML?

• The idea of working for a “government startup” excites you.
• You enjoy investigating complex issues, analyzing information, and developing solutions that make a meaningful impact.
• You want to work in an environment that values innovation, collaboration, accountability, and continuous improvement.
• You will work alongside dedicated colleagues committed to protecting program integrity and delivering equitable, efficient, and high-quality services to Massachusetts workers and families.

What You Bring to the Team

We are seeking candidates who have:

• Knowledge of investigative procedures, compliance practices, and fraud detection techniques.
• Experience reviewing complex information, identifying discrepancies, and making sound recommendations.
• Knowledge of database structures, reporting tools, and data analysis techniques.
• Ability to interpret and apply laws, regulations, policies, and procedures.
• Ability to gather evidence, conduct interviews, analyze records, and document investigative findings.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to identify operational risks and recommend actionable improvements.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and respond effectively to complex or time-sensitive situations.
• Ability to establish collaborative working relationships with internal and external stakeholders.
• Ability to interact professionally and empathetically with individuals from diverse backgrounds.
• Ability to exercise sound judgment, maintain confidentiality, and handle sensitive information with discretion.
• Ability to work independently and collaboratively in a fast-paced environment.

What You'll Learn Along the Way

• Knowledge of Massachusetts PFML laws, regulations, policies, and procedures.
• Knowledge of DFML organizational structure, business processes, and operational workflows.
• Familiarity with DFML systems, reporting tools, and investigative processes.
• Knowledge of agency forms, claims management procedures, and compliance requirements.

• Knowledge of quality assurance practices and customer service operations.

*This position follows a hybrid model and currently reports in office one day a week.*

The Department of Family & Medical Leave (DFML) is seeking an analytical, detail-oriented, and solutions-driven professional to support the integrity of the Commonwealth’s Paid Family & Medical Leave program. The Compliance Officer II plays a critical role in investigating potential fraud, identifying compliance concerns, analyzing data, resolving complex issues, and supporting continuous improvements to ensure accurate and equitable benefit administration.

About DFML

DFML’s mission is to implement and run the Commonwealth’s Paid Family & Medical Leave program, which provides income support to Massachusetts workers and their families during significant life events, while partnering with employers to ensure program integrity and compliance.

Your Role and Impact

The Compliance Officer II is responsible for conducting investigations, monitoring program compliance, analyzing data, and resolving complex issues involving claimants, employers, and internal operations, including:

• Conduct investigations into potential fraud, eligibility discrepancies, and violations of Massachusetts PFML laws and regulations.
• Analyze data, reports, and cross-matched information to identify suspicious patterns, inconsistencies, and potential compliance concerns.
• Review complaints, audit findings, and referrals to determine appropriate investigative actions and resolutions.
• Gather evidence, conduct interviews, review records, and prepare investigative findings, determinations, and recommendations.
• Investigate employer and employee reporting discrepancies, determine employer liability status, and review exemption requests.
• Conduct quality assurance reviews across DFML business units to identify operational risks and opportunities for improvement.

• Research and resolve complex claimant and employer escalations, including inquiries referred by elected officials and agency leadership.

• Prepare analytical reports, maintain accurate case records, and ensure timely communication of findings and decisions.
• Support special projects, process improvements, and initiatives that strengthen program integrity and enhance the customer experience.
• Update claimant payment preferences and EFT information to ensure accurate benefit payments.
• Monitor Employer Live Chat and resolve employer and constituent inquiries in real time.
• Respond to constituent inquiries referred by elected officials, including the Governor’s Office.
• Collaborate with DFML leadership and the EOLWD Legislative Director to resolve complex constituent concerns.
• Provide accurate case updates and information to agency leadership and elected officials.
• Review customer satisfaction feedback and address complex claimant and employer escalations.
• Manage case file and public records requests, ensuring timely and accurate responses.
• Perform related duties as required.

Why Should You Join DFML?

• The idea of working for a “government startup” excites you.
• You enjoy investigating complex issues, analyzing information, and developing solutions that make a meaningful impact.
• You want to work in an environment that values innovation, collaboration, accountability, and continuous improvement.
• You will work alongside dedicated colleagues committed to protecting program integrity and delivering equitable, efficient, and high-quality services to Massachusetts workers and families.

What You Bring to the Team

We are seeking candidates who have:

• Knowledge of investigative procedures, compliance practices, and fraud detection techniques.
• Experience reviewing complex information, identifying discrepancies, and making sound recommendations.
• Knowledge of database structures, reporting tools, and data analysis techniques.
• Ability to interpret and apply laws, regulations, policies, and procedures.
• Ability to gather evidence, conduct interviews, analyze records, and document investigative findings.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to identify operational risks and recommend actionable improvements.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and respond effectively to complex or time-sensitive situations.
• Ability to establish collaborative working relationships with internal and external stakeholders.
• Ability to interact professionally and empathetically with individuals from diverse backgrounds.
• Ability to exercise sound judgment, maintain confidentiality, and handle sensitive information with discretion.
• Ability to work independently and collaboratively in a fast-paced environment.

What You'll Learn Along the Way

• Knowledge of Massachusetts PFML laws, regulations, policies, and procedures.
• Knowledge of DFML organizational structure, business processes, and operational workflows.
• Familiarity with DFML systems, reporting tools, and investigative processes.
• Knowledge of agency forms, claims management procedures, and compliance requirements.

• Knowledge of quality assurance practices and customer service operations.

*This position follows a hybrid model and currently reports in office one day a week.*

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements: Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in investigatory or law enforcement work, or regulatory administration work (B) and equivalent combination of the required experience and the substitutions below.

Substitutions:

A Bachelor's or higher degree may be substituted for the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements: Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in investigatory or law enforcement work, or regulatory administration work (B) and equivalent combination of the required experience and the substitutions below.

Substitutions:

A Bachelor's or higher degree may be substituted for the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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