Job Description
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
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