Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Root Cause Analyst

Expired Job

Santander Consumer USA Dallas , TX 75201

Posted 3 months ago


Summary of Responsibilities:
Root Cause Analyst are responsible for performing reviews and research on customer-impacting processes and practices to support the Customer Complaints & Experience department. The Reviews will lead to recommendations that will assist in the company delivering Simple Personal Fair customer practices. Root Cause Analysis Consultant will work closely with many departments to ensure complete, consistent and accurate information is captured and reported in order to support the monitoring, measurement, and mitigation of customer dissatisfaction and business risk. He/She is also responsible for recognizing and understanding problems within the Customer Complaints & Experience Program, bringing issues to resolution, and escalating as necessary to meet timelines.

Essential Functions:

  • Examines and analyzes the fairness and straight forward nature of current business processes and practices impacting our customers

  • Uses clear and understandable communication to report on findings

  • Applies knowledge of process design to recommend new business practices that are simple, personal and fair for customers

  • Understands and uses a specialized knowledge of relevant consumer protection regulations

  • Suggests amendments to current practices in an effort to build greater compliance and consistency.

  • Demonstrates a keen awareness of every customer touch point within the enterprise

  • Perform root cause analysis for poor practices leveraging complaints data and other sources.

  • Review new products and business activities, sales processes, incentives, servicing and event driven

  • Influences audience to consider difficult issues that are in the client's best long term interests

  • Coordinates with other first, second and third lines of review and resolution

  • Responsible for production of ad-hoc analysis and performs analysis of the underlying data and highlights trends, issues and findings.

  • Performs comprehensive analysis of complex issues and organizational needs to identify areas of improvement and program efficiencies.

  • Responsible for documentation of Consumer Practices risk metrics and monitoring tools

  • Extracts, analyzes, and interprets data to assist team and relevant business units with actionable intelligence on improving consumer practices.

  • Reviews data elements used in reports to identify issues and propose remediation.

  • Provides requisite information in support of independent audit activities.

Other Functions:

  • Special projects as requested.

  • Performs other duties as assigned.


  • Bachelor's degree in a related field, or equivalent combination of education and experience, required.

  • Three (3) Five (5) years of progressively responsible experience in Process Management, Risk Management, or Compliance or relevant Legal experience is required.

  • Auto Finance experience is a plus

  • Working knowledge of MS Office Suite including MS Project, Excel and Power Point..

  • Analytical, technical and problem solving skills, with strong attention to detail.

  • Strong collaboration, and time management skills.

  • Ability to adapt to various work environments and project schedules.

  • Ability to work effectively in a team environment with all levels of personnel.

  • Strategic and tactical thinker with ability to multitask and prioritize.


  • Prior experience in a similar role preferred.

  • Prior experience with Process Improvement work or certifications (Six Sigma, Lean, BPM)

  • Master's degree in a related field, or equivalent combination of education.

Working Conditions:

The working conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Extended working hours may be required as dictated by management and business needs.

  • Travel to multiple facilities may be required.

  • May be required to lift, push, or pull materials weighing up to twenty (20) pounds.

  • May be required to sit and review information on a computer screen for long periods of time.

  • May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.

  • May be required to sit and review information on a computer screen for long periods of time.

  • May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.

Employer's Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Finance Analyst

BT Plc

Posted 4 days ago

VIEW JOBS 12/13/2018 12:00:00 AM 2019-03-13T00:00 Overall role description To drive BT efficiency as a RPA Reporting Partner to the Business Insights team, by ensuring the management team understands the dynamics of its profitability and to work in partnership with Business Insight teams to deliver upper quartile service in terms of both cost and performance to the operational communities within BT. By:- Acting as the Business Partner for the Business Units, by managing the provision of the reporting, planning and analysis requirements of Business Insights (BI) Finance team and taking responsibility for the control, processing and consolidation of monthly results, forecasts and undertaking key project activities and liaising with Consolidation team for your respective BU's. Aim of role As an Individual Contributor to provide financial management covering the following responsibilities:- * Management of results. This includes managing and preparing month end flash reports, first line variance analysis and preparing management adjustment journals. * Prepare and present the financial / management reports to the senior finance team * Perform deep dive analysis * Work closely with colleagues in the team in Delhi and team in BT UK. * Role requires strong communication skills as it involves regular interaction with the Senior Finance Team in the onshore. * Forecasting for the business and product area, including gaining market knowledge, identifying trends in the business, identifying price changes/product launches that will allow forecasting of future results. * Complying with Sarbox standard results. * Maintaining adequate backup and ensure data integrity * Ad-hoc work during the month for specific issues that are identified by the BT team. For example, further detailed and deeper analysis of results, problem identification and resolution. This is a significant part of the role. * Identifying opportunities to add value to BT's operation. This will include driving efficiencies in the work area to speed up and improve the quality of output, identifying and introducing new quality reports that add benefit to BT, working with other teams in the area to share knowledge and best practice. Manage the monthly accounting results of the Business Unit through:- * Ensuring the integrity of the Business Unit's monthly results. * Ensuring accurate and timely charging of both internal and external charges in order to meet the accounting deadlines and track performance. * Ensure all trading processes are executed accurately and in a timely manner to facilitate detailed analysis. * To assist in the validation and processing of journals as required, in an accurate and timely manner to achieve month end close. * Manage the provision of a meaningful and timely first level analysis of daily results to help explain Business Unit financial performance and assist in subsequent identification of root cause and recommend solutions. * Manage the provision of accurate, timely, fit for purpose information on all aspects of Business Unit financial performance through production of regular monthly customer specified reports. * Role will involve taking part in the wider management team to train sand coach other individuals and ensure that the overall quality of work and output levels for the team improve over time. Skills needed * Graduate / Post Graduate in Commerce or Professional Finance Qualification (CA/CS/CWA/ MBA) * Preferably 5 year's relevant experience with a MNC, captive units, in dealing with financial results, preparing month end flash, management reporting, contract accounting * Interpersonal skills to be able to work within a larger team * Strong Communication / Articulation skills * Straightforward, trustworthy * Able to work independently to resolve issues * Ability to work accurately to tight timeframes * Able to identify improvement opportunities and introduce these into the immediate work area and also across the wider team * Flexibility to work in Shifts .... BT Plc Dallas TX

Root Cause Analyst

Expired Job

Santander Consumer USA