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 worlds most respected finance credentials. This is a customer-experience role not IT support. Success requires sound judgment empathy and the ability to synthesize informationnot 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.

What Youll Do

• 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.

What Youll Bring

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.

Preferred Qualifications

• 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.

Why Join Us

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. Youll enjoy:

• A culture that values empathy learning collaboration and putting clients first.

• An environment where CSRs gain broad institutional understandingan 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 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: $50000$55000 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.

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About CFA Institute

CFA Institute are the global leader in investment excellence and ethics. With nearly 200000 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 or family status care giver status pregnancy and maternity sexual and other reproductive health decisions physical abilities/qualities disability sexual orientation gender gender identity or expression predisposing genetic characteristic military or veteran status status as a victim or witness of domestic violence or sex offense or stalking unemployment status infectious disease carrier status migrant worker status educational background socio-economic status geographic location and culture or any other basis protected by applicable law. This policy impacts all aspects of employment including but not limited to recruitment hiring compensation training development promotion demotion layoff recall furlough transfer leave of absence and dismissal. This is a global policy that applies to all CFA Institute employees regardless of location.

If due to a disability or current medical condition you need an accommodation or assistance to complete a job application you can request one at any stage of the recruitment process. Please send an email to noting the accommodations or assistance you are requesting. Please do not include any medical or health information in this email. We will review your request and contact you to discuss the possible options and arrangements. We will try our best to provide you with an accommodation or assistance that meets your needs and respects your preferences.

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