Root Cause Analyst I (2701) in Irving, TX at Mr. Cooper

Date Posted: 4/5/2018

Job Snapshot

  • Employee Type:
  • Location:
    Irving, TX
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  • Experience:
    Not Specified
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Job Description

Ready to be a Cooper too? This might just be right up your alley!

Root Cause Analyst 1

Location: Horizon Way

Irving, Texas

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the overall experience from originations to life of the loan. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

The Root Cause Analyst will be responsible for researching and conducting deep dives into our complaints and assess if processes are in compliance.  The Root Cause Analyst will prepare audit findings and recommendations that clearly communicate risks, in terms of impact to the business and provide root cause which will positively aline with Mr. Cooper’s business goals and objectives.   

Roles & Responsibilities:

  • Conducts extensive research and root cause analysis.
  • Develops and maintains relationships with business SME’s.
  • Partners with business SME’s, Senior Management, and FLoD to develop remediation plans and business improvement plans.
  •  Communicates both written and verbal communication/correspondence to address and resolve escalated customer questions, concerns and complaints of moderate to severe complexity.
  • Resolves internal/external questions pertaining to customer accounts, research, root cause, remediation plans, and business improvement plans.
  • Escalates issues as needed based on established guidelines.
  • Ensures accurate and consistent records management.
  • Remains courteous, empathetic, and knowledgeable while providing a detailed explanation of resolution taken.
  • Provides written correspondence with organized thoughts, proper sentence construction, punctuation and grammar.
  • May help identify trends in CFPB complaints.
  • Establishes effective professional rapport with both internal & external customers.
  • Maintain adequate compliance to department SLA’s.

Core Requirements:

  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.
  • Excellent verbal and written communication skills with an ability to deal with complaints and conflict resolutions in a professional and decisive manner.

Visit our Media Room to learn more about Mr. Cooper, the largest non-bank mortgage servicer. Please contact for further information or apply online by clicking here.

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United States of America

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Mr. Cooper

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