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Root Cause Analyst

Expired Job

Santander Consumer USA Dallas , TX 75201

Posted 3 months ago

Overview

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.

Requirements:

  • 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.

Preferences:

  • 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.


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Root Cause Analyst

Expired Job

Santander Consumer USA