Performance Analyst I in Arlington, Texas at First Rate Inc

ABOUT FIRST RATE

At First Rate, we help financial institutions transform complexity into confidence through innovative WealthTech solutions, services, and data insights. Founded in 1991 and headquartered in Arlington, Texas, First Rate serves clients around the world while remaining privately held, entrepreneurially driven, and focused on building long-term relationships.

Our culture is guided by four core values: Love, Give, Serve, and Enjoy. These values shape how we support one another, serve our clients, and invest in our communities. We believe meaningful work and meaningful lives go hand in hand, creating an environment where co-workers can grow professionally, make an impact, and enjoy the journey.

To retain profitable and referenceable clients through the delivery of cohesive team-based customer service experience and audited performance reporting data to Service Bureau clients that is defined by quality, accuracy and timeliness.

ABOUT THE ROLE

The Performance Analyst I helps First Rate deliver accurate, timely, and high-quality performance reporting while providing a cohesive service experience to our clients.

In this role, you will support assigned clients by completing recurring processing activities, responding to service requests, investigating performance-related inquiries, and communicating updates clearly and professionally. You will also review overnight processes, prepare monthly performance statistics, maintain client documentation, and help ensure client information is handled accurately and securely.

You will develop functional knowledge of First Rate applications, including OnPoint reports, CORE Advisor and Analyst, Professional, InfoAssist, and administrative tools. Working alongside experienced analysts, you will help resolve production issues, prepare support tickets, conduct client training, and provide coverage when a primary analyst is unavailable.

This position is a strong fit for someone who is analytical, detail-oriented, and motivated to understand the reasoning behind a process, not simply how to complete it. The ideal candidate communicates well, manages competing priorities effectively, and enjoys working in a collaborative environment centered on quality, innovation, and exceptional client service.

STRATEGIC WORK:

1. Create development plan for mentoring and training auditors.
2. Maintain functional knowledge of team’s clients and able to provide direction in primary Analyst’s absence.

TACTICAL WORK:

Client Duties

1. Accurately resolve, with senior level guidance, account specific inquiries on performance or other service issues.
2. Perform ad hoc client assignments and recurring daily, monthly checklist tasks specific to client assignments.
3. Handle day to day communication on requests, tickets and processing status in timely and professional manner.
4. Capable of conducting client training on First Rate CORE applications.
5. Capable of reviewing and evaluating overnight processes and issues.
6. Respond to client tickets via Service Desk within 24 hours. Resolution should include all applicable supporting documents and background information in the communication.

Department Duties

1. Maintain KPI data on processing accurately and in timely manner.
2. Generates monthly performance statistics data that are provided to client.
3. Tracks time spent by client, project and task in approved time-keeping system.
4. Archive client communication in Client Relations Manager system.
5. Adhere to security standards when communicating client data.
6. Create and maintain clients’ operation documentation and archive results in client specific locations.
7. Demonstrate functional knowledge of OnPoint reports, CORE Advisor and Analyst, Professional, InfoAssist, Admin tool specifically user set-up and latest product release contents.
8. Utilize base edits such as multi-row editing functionality unless specific SQL updates are approved by manager.

BENEFITS & PERKS*

We believe in investing in our co-workers by providing benefits that support health, financial well-being, personal growth, and life outside of work.

Highlights include:

• Medical, dental, and vision coverage available from your date of hire
• Company-funded Health Savings Account (HSA) contributions
• Industry-leading 401(k) match
• Profit sharing opportunities
• Paid parental leave
• Choice Paid Time Off (PTO)
• Company-paid life and disability insurance
• Unique employee perks including charitable giving, retreats, and long-service sabbaticals

*Benefits and eligibility are subject to applicable plan documents and company policies

Skills

1. Excellent written and verbal communication skills
2. Technical and analytical skills
3. Excellent problem solving skills
4. The ability to juggle multiple projects at once, and prioritize effectively
5. Drive to understand the meaning behind a process, not just the how
6. Desire to join a team-oriented culture that supports innovation and collaboration

Characteristics

1. The ability to juggle multiple projects at once and prioritize effectively.