Client Services Representative; Hybrid

Overview

Location: Virginia (commutable to Charlottesville)
Schedule: Mid-shift, 11:00 a.m. – 8:00 p.m. ET
Work Model: Hybrid – primarily remote with required monthly in-office presence in Charlottesville, VA

Are you motivated by helping people navigate complex, high-stakes decisions? Do you excel at listening deeply, thinking critically, and guiding customers through nuanced situations with confidence and care?

As a Client Services Representative (CSR) at CFA Institute, you will play a pivotal role in supporting candidates and members as they pursue one of the world’s most respected finance credentials. This is a customer-experience role
, not IT support. Success requires sound judgment, empathy, and the ability to synthesize information—not just follow scripts. You will engage with a global audience during high-impact moments in their professional journey, ensuring each interaction is thoughtful, accurate, and resolved with care.

This role is ideal for professionals who enjoy high-touch service
, complex problem solving, and meaningful human interaction within a mission-driven organization.

• Serve as the primary point of contact for candidates, members, and prospects via phone, chat, and written channels, providing clear, accurate, and empathetic guidance.

• Take ownership of customer inquiries that require critical thinking, interpretation of policies, and sound judgment
  , not simple transactional responses.

• Personalize each interaction, balancing policy adherence with customer advocacy to achieve effective first-contact or end-to-end resolution.

• Navigate multiple internal systems to research issues, explain outcomes, and guide customers confidently through next steps.

• Manage sensitive and confidential information with discretion and strict adherence to data-security and privacy standards.

• Collaborate with internal partners (Credentialing, Marketing, Technology, and others) to resolve complex cases and identify experience improvements.

• Consistently meet performance expectations across customer satisfaction, quality, and productivity while maintaining a human-centered approach.

• Demonstrate cultural awareness and professionalism when supporting a diverse, global community.

Minimum Qualifications

• Serve as the primary point of contact for candidates, members, and prospects via phone, chat, and written channels, providing clear, accurate, and empathetic guidance.

• Take ownership of customer inquiries that require critical thinking, interpretation of policies, and sound judgment
  , not simple transactional responses.

• Personalize each interaction, balancing policy adherence with customer advocacy to achieve effective first-contact or end-to-end resolution.

• Navigate multiple internal systems to research issues, explain outcomes, and guide customers confidently through next steps.

• Manage sensitive and confidential information with discretion and strict adherence to data-security and privacy standards.

• Collaborate with internal partners (Credentialing, Marketing, Technology, and others) to resolve complex cases and identify experience improvements.

• Consistently meet performance expectations across customer satisfaction, quality, and productivity while maintaining a human-centered approach.

• Demonstrate cultural awareness and professionalism when supporting a diverse, global community.

• Background in professional services, education, credentialing, membership, or regulated environments where accuracy and customer trust are critical.

• Experience supporting customers through policy-driven or eligibility-based processes rather than IT incidents or technical escalations.

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…