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.
Responsibilities
- Provide 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 offerings
- Deliver personalized service that reflects our brand while striving for first-contact resolution
- Support clients throughout the entire customer lifecycle — from initial questions to ongoing engagement
- Troubleshoot functional, technical, and administrative issues within the CFA Institute portal
- Provide helpdesk support for external vendor platforms, ensuring issues are tracked and resolved to satisfaction
- Handle sensitive information (candidacy data, credit card, passport information) with care and in accordance with Information Security policies
- Meet and exceed performance metrics including quality, schedule adherence, productivity, and customer satisfaction
- Continuously expand your knowledge to stay current on programs, policies, and systems
- Demonstrate cultural awareness and professionalism when serving our diverse, global community
- Partner with IT, Credentialing, Marketing, Sales, and external vendors as a Subject Matter Expert to support quality service and continuous improvement
- Perform confidently under pressure, especially during high-volume periods
Skills
- Emotional intelligence
- Sound judgment
- Agility
- Strong communication skills
- Ability to work independently while collaborating closely with teammates and cross-functional partners
- Timely and accurate support to global community of candidates and members via phone, email, and chat
- Deliver personalized service that reflects the brand while striving for first-contact resolution
- Support clients throughout the entire customer lifecycle
- Troubleshoot functional, technical, and administrative issues within the CFA Institute portal
- Provide helpdesk support for external vendor platforms
- Handle sensitive information with care and in accordance with Information Security policies
- Meet and exceed performance metrics including quality, schedule adherence, productivity, and customer satisfaction
- Continuously expand knowledge to stay current on programs, policies, and systems
- Demonstrate cultural awareness and professionalism when serving a diverse, global community
- Partner with IT, Credentialing, Marketing, Sales, and external vendors as a Subject Matter Expert
- Perform confidently under pressure, especially during high-volume periods
- Fluency in English required
- High attention to detail
- Clear, professional, and diplomatic verbal and written communication skills
- Adaptability and flexibility in changing environments
- Associate or bachelor's degree
- Proven success in a fast-paced customer service environment
- Experience with Salesforce Service Cloud or case management platforms
- Strong organizational skills and the ability to manage multiple priorities independently
- Experience working with global or culturally diverse audiences
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
Benefits
- Eligibility for an annual incentive bonus
- A 12% retirement employer contribution to a 401(k) or pension plan
- A comprehensive medical benefits package
- 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/.