Client Services Representative (Hybrid)

CFA Institute is the global leader in investment excellence and ethics, seeking a Client Services Representative to support their community of candidates and members. The role involves providing timely and accurate support through various communication channels, ensuring a high level of customer satisfaction and engagement throughout the customer lifecycle.ResponsibilitiesProvide timely and accurate support to our global community of candidates and members via phone, email, and chat, addressing questions related to education programs, membership, and product offeringsDeliver personalized service that reflects our brand while striving for first-contact resolutionSupport clients throughout the entire customer lifecycle — from initial questions to ongoing engagementTroubleshoot functional, technical, and administrative issues within the CFA Institute portalProvide helpdesk support for external vendor platforms, ensuring issues are tracked and resolved to satisfactionHandle sensitive information (candidacy data, credit card, passport information) with care and in accordance with Information Security policiesMeet and exceed performance metrics including quality, schedule adherence, productivity, and customer satisfactionContinuously expand your knowledge to stay current on programs, policies, and systemsDemonstrate cultural awareness and professionalism when serving our diverse, global communityPartner with IT, Credentialing, Marketing, Sales, and external vendors as a Subject Matter Expert to support quality service and continuous improvementPerform confidently under pressure, especially during high-volume periodsSkillsEmotional intelligenceSound judgmentAgilityStrong communication skillsAbility to work independently while collaborating closely with teammates and cross-functional partnersTimely and accurate support to global community of candidates and members via phone, email, and chatDeliver personalized service that reflects the brand while striving for first-contact resolutionSupport clients throughout the entire customer lifecycleTroubleshoot functional, technical, and administrative issues within the CFA Institute portalProvide helpdesk support for external vendor platformsHandle sensitive information with care and in accordance with Information Security policiesMeet and exceed performance metrics including quality, schedule adherence, productivity, and customer satisfactionContinuously expand knowledge to stay current on programs, policies, and systemsDemonstrate cultural awareness and professionalism when serving a diverse, global communityPartner with IT, Credentialing, Marketing, Sales, and external vendors as a Subject Matter ExpertPerform confidently under pressure, especially during high-volume periodsFluency in English requiredHigh attention to detailClear, professional, and diplomatic verbal and written communication skillsAdaptability and flexibility in changing environmentsAssociate or bachelor's degreeProven success in a fast-paced customer service environmentExperience with Salesforce Service Cloud or case management platformsStrong organizational skills and the ability to manage multiple priorities independentlyExperience working with global or culturally diverse audiencesProficiency in Microsoft Office applications (Word, Excel, PowerPoint)BenefitsEligibility for an annual incentive bonusA 12% retirement employer contribution to a 401(k) or pension planA comprehensive medical benefits packageComprehensive health coverage for you and your familyGenerous leave and time offCompetitive retirement plansFlexible work optionsWellness, education, and support programsCompany OverviewOur 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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