Client Services Representative - Night Shift

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 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 humanresources@cfainstitute.org 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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