Summary of Responsibilities:

The Client Service & Reporting Analyst (CSRA) plays a crucial role in advancing client service and reporting across the Institutional and Private Client Group business lines. Through direct and indirect interfacing with clients and providing exceptional service, the CSRA builds favorable client relationships and plays a crucial role in client retention. In this capacity, the CSRA serves as a primary point of contact and establishes favorable relationships with key client contacts, intermediaries and business partners at all levels, as well as internal portfolio managers, business development officers and compliance/marketing/operations management. This position is responsible for the daily client service requirements for over 100 clients totaling over $8 billion in assets. The CSRA independently resolves client-related issues through timely action, engaging the necessary resources and escalating to management only when appropriate and necessary. Prioritization of simultaneous client issues and activities is critical, as is the coordination of activities and communication between client representatives and Fort Washington Investment Advisors (FWIA) associates/departments. The CSRA position is responsible for the institutional account management processes. Specifically, he or she will take direction from the institutional relationship management team and will liaise with/lead cross-functional teams to ensure technology setups, accounting setups, custodian access, reporting requirements and document signoffs are complete. As time-sensitive, high-profile and high-impact responsibilities, the CSRA must exhibit independent thinking and decision-making to ensure all objectives are met with precision. He or she must independently develop solutions and procedures to mitigate risk, increase efficiency and achieve process/status transparency. The CSRA is also responsible for ensuring the accurate and timely creation and distribution of all client reporting for the Institutional and PCG business units. This includes obtaining a thorough understanding of client requirements, creating, reviewing and distributing statements timely and accurately. This also includes managing the ongoing growth and leverage of the reporting tools within FWIA. The position works with minimal supervision and is expected to make a broad range of decisions, escalating to management as necessary.

Position Responsibilities:

• Interacts directly with Institutional clients and consultants to address questions and concerns, as well as fulfill requests. Often collaborates with other areas of Operations to ensure client issues are resolved quickly and accurately. Works with subject matter experts to resolve client performance, accounting and custodian issues.

• Enhances and builds relationships, retains clients through frequent direct client interaction, and manages service requirements for large Institutional relationships. This includes cultivating existing relationships with key client contacts, intermediaries and business partners.

• Oversees recurring reporting efforts of both the Institutional and Private Client Group business lines. Manages monthly and quarterly client appraisal workflow to ensure all client deadlines are met. Holds individual operations, client service and portfolio management associates accountable for deliverables in the production of appraisal reports.

• Performs ad hoc analysis as requested by clients, manager or senior management, including significant input on client presentations and providing data for portfolio management or marketing.

• Integrates new client portfolios by overseeing the setup process and ensuring all essential questions are answered timely and accurately. Works closely with client service team and bank to gather all information and complete setup processes through all systems. Ensures all operational and portfolio management processes are established by the client’s desired funding date.

• Documents client interactions and initiatives in the firm contact management system. Leverages data from this system in other reporting efforts. Upholds integration with reporting tools and ensures all client data is accurately maintained. Determines business requirements and designs custom reports and distribution schedules to meet the needs of internal and external clients. Proactively works with clients and all levels of internal personnel to determine and address any reporting needs through reporting tools.

• Develops and implements process improvements to ensure all client service and maintenance functions scale as the business grows in volume and complexity.

• Performs other duties as assigned by management.

Selection Criteria:

• Demonstrated strong verbal and written communication skills with ability to convey information to internal and external customers in a clear, focused and concise manner. Demonstrated ability to effectively interact and communicate with all levels of staff and management.

• Proven experience completing assigned tasks independently, accurately and on a timely basis. Experience must include identifying and resolving problems where independent decision-making and initiative were exhibited. Must demonstrate a strong attention to detail with excellent organization skills and process orientation. Expected to cite examples of organization and time management methods used to manage or prioritize workload demands.

• Demonstrated high level of professionalism and proven ability to build relationships with various internal and external stakeholders.

• Proven understanding and experience in the financial services industry, as well as proficient knowledge in investment accounting and operations relating.

• Demonstrated experience working with complex programs that require identifying complex data, developing reports and analyzing the quality of the output.

• Proven work track record with a demonstrated history of strong performance.

• Demonstrated success in providing technical guidance and leadership to other associates in a fast-paced environment. Must possess strong coaching and effective feedback skills.

• Proven strong project management skills, citing examples of developing, organizing, initiating and maintaining a project and successful meeting goals and target dates.

Work Setting:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.

• Requires visual acuity to read a variety of correspondence, reports and forms, and to prepare and analyze data in an accurate, neat and thorough manner.

• Continuously makes repetitive motions of the wrists, hands and/or fingers.

Educational Requirements:

• Bachelor’s degree in a business or technology-related discipline preferred.

Computer Skills and Knowledge of Hardware & Software Required:

• Proficient in word processing and spreadsheet applications.

• Experience with CRM systems, investment accounting and performance systems preferred.

• Some exposure to report writing tools.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

• None required.

Position Demands:

• Extended hours required during peak workloads or special projects.

• Up to 10 percent travel.