Are you passionate about delivering exceptional customer experiences?

Do you thrive in fast-paced environments where empathy, agility, and critical thinking are key?
Are you ready to be the voice of a global organization and make a meaningful impact every day?

Join CFA Institute as a Client Services Representative (CSR) and become part of a team that’s redefining client engagement across the financial industry. This is a Night Shift role with the option of working either Sun-Thur 9pm-6am or Mon-Thur 7pm-6am. The work schedule is a hybrid schedule, with one day per month in the Charlottesville, Virginia office.

What You'll Do

• Serve as the first point of contact for global candidates and members, delivering accurate and empathetic support across voice, chat, and written channels.

• Act as a brand ambassador by personalizing client interactions and ensuring first-contact resolution.

• Troubleshoot technical, functional, and administrative issues with CFA Institute’s portal and vendor products.

• Handle sensitive information with discretion and adhere to strict data security protocols.

• Collaborate cross-functionally with IT, Credentialing, Marketing, and other teams to improve client experience.

• Maintain high performance standards across quality assurance, customer satisfaction, and productivity metrics.

• Stay current with product knowledge and technology advancements to support a seamless client journey.

• Demonstrate cultural awareness and inclusivity in every interaction.

What We’re Looking For

• Proven success in a fast-paced customer service or contact center environment, comfortable with both phone and email based customer service.

• Experience with Salesforce Service Cloud or similar case management platforms (preferred).

• Strong organizational skills and ability to manage multiple priorities independently.

• Excellent verbal and written communication skills with a professional and diplomatic tone.

• Detail-oriented, tech-savvy, and comfortable learning new tools and systems.

• Fluency in English required; additional languages are a plus.

• A global mindset and appreciation for diverse perspectives.

• Must reside within a commutable distance to Charlottesville, Virginia.

At CFA Institute, we are committed to transparency and equity in our hiring process. In compliance with wage transparency laws in many of the jurisdictions in which we recruit, we provide the following information regarding compensation for this position:

Expected salary range: $50,000-55,000 annually

All salary ranges are subject to adjustment based on experience, education, and other factors relevant to the position. Additional benefits include eligibility for an annual incentive bonus, a 12% employer contribution to a 401(k) or pension plan, and a comprehensive medical benefits package.

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About CFA Institute

CFA Institute are the global leader in investment excellence and ethics. With nearly 200,000 charterholders across 160 markets, we drive professional growth, ethical behavior, and better markets. We care about our employees’ well-being, offering industry-leading benefits like:

• Comprehensive health coverage for you and your family

• Generous leave and time off

• Competitive retirement plans

• Flexible work options

• Wellness, education, and support programs

If you feel this opportunity could be the next step in your career, we encourage you to click “Apply” and complete our three-minute application.

Be part of a team committed to putting investors first and growing economies. Follow us @CFAInstitute on LinkedIn and X.

Important Message: Your application must clearly demonstrate how you meet the requirements as CFA Institute cannot make assumptions about your education, experience, or location. We thank all those who apply. Only those selected for further consideration will be contacted.

We are an Equal Opportunity Employer. CFA Institute prohibits both discrimination and harassment with regard to all identifying characteristics: any individual employee, group of employees, or prospective employee on the basis of race, color, national origin, citizenship or immigration status, religion, creed or belief, age, marital or partnership status, marital