CFA Institute is the global leader in investment excellence and ethics. They are seeking a Client Services Representative to provide exceptional service to candidates, members, and prospective applicants while troubleshooting issues and collaborating with various teams to enhance customer experience.
Responsibilities
- Serve as the first point of contact for global candidates and members, providing accurate, empathetic support across voice, chat, and written channels
- Act as a brand ambassador, personalizing each interaction and striving for first-contact resolution
- Troubleshoot technical, functional, and administrative issues related to CFA Institute portals, registrations, and vendor platforms
- Handle sensitive information with professionalism and strict adherence to data-security protocols
- Collaborate with colleagues in IT, Credentialing, Marketing, and other teams to drive continuous improvement
- Maintain strong performance across customer satisfaction, productivity, quality assurance, and service metrics
- Demonstrate cultural competency and inclusivity in every interaction with our global community
Skills
- Proven success delivering frontline customer service resolving real-time issues for a diverse customer base
- Experience in a fast-paced contact center or office environment with phone- and email-based service
- Strong organizational skills and the ability to manage multiple priorities independently
- Excellent verbal and written communication skills with a professional, diplomatic tone
- Detail-oriented, tech-savvy, and eager to learn new systems and tools
- Fluency in English (additional languages a plus)
- Must reside within a commutable distance to Charlottesville, VA (required for in-office training and monthly hybrid workdays)
- Experience with Salesforce Service Cloud or similar customer service/case management platforms
Benefits
- Eligibility for annual incentives
- 12% retirement employer contribution
- Competitive medical benefits
- Comprehensive health coverage for you and your family
- Generous leave and time off
- Competitive retirement plans
- Flexible work options
- Wellness, education, and support programs
Company Overview
Our members and charterholders advance market integrity, trust, and transparency in their professions to build more sustainable, inclusive, and prosperous societies. It was founded in 1947, and is headquartered in Charlottesville, VA, US, with a workforce of 501-1000 employees. Its website is http://www.cfainstitute.org/.
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