Client Services Representative - Mid Shift

Are you energized by helping people solve real problems? Do you thrive on delivering exceptional service in a fast‑paced, global environment? As a Client Services Representative (CSR) at CFA Institute, you will be on the front lines of our Global Contact Center, serving candidates, members, and prospective applicants from around the world. Your empathy, agility, and problem‑solving skills will directly shape the experience of individuals pursuing one of the most respected credentials in finance.

This mid‑shift role (11am–8pm ET) offers a unique opportunity to support our global audience during high‑demand hours while growing your career in a mission‑driven organization. CSRs gain broad organizational knowledge—an excellent foundation for future advancement across CFA Institute.

• 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.

• 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.

Working at CFA Institute means being part of a global mission that advances the highest standards of ethics, education, and professional excellence in the investment profession. You'll enjoy:

• A culture that values empathy, learning, collaboration, and putting clients first.
• An environment where CSRs gain broad institutional understanding—an ideal foundation for career progression into roles across Operations, Credentialing, Member Services, IT partnerships, and more.

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

Other benefits include eligibility for annual incentives,
12% retirement employer contribution
, and competitive medical benefits.

All salary ranges are subject to adjustment based on experience, education, and other factors relevant to the position. CFA Institute is an equal opportunity employer and encourages applications from all qualified individuals.

CFA Institute are the global leader in investment excellence and ethics. With nearly 200,000 charter holders 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.

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