As a CSR, you are often the only person our candidates and members speak with. That means every interaction is an opportunity to create clarity, build trust, and deliver an exceptional experience. You’ll become an expert in our programs and products, guide clients through every stage of their journey, and ensure they feel supported, informed, and confident.
This role calls for emotional intelligence, sound judgment, agility, and strong communication skills. You’ll work independently while collaborating closely with teammates and cross-functional partners to ensure seamless service delivery.
This is a hybrid position. While much of the work can be performed remotely, candidates must reside within reasonable commuting distance of Charlottesville, VA, as in-office presence is required approximately once per month and during select team or business needs. The regular work schedule for this role is 11:00 a.m. – 8:00 p.m. ET. This position reports to the Manager, Global Customer Care .
What You’ll DoProvide 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.
Associate or bachelor’s degree preferred, or an equivalent combination of education and relevant customer service experience.
Proven success in a fast-paced customer service environment.
Experience with Salesforce Service Cloud or case management platforms preferred.
Strong organizational skills and the ability to manage multiple priorities independently.
High attention to detail and sound judgment.
Clear, professional, and diplomatic verbal and written communication skills.
Adaptability and flexibility in changing environments.
Fluency in English required; additional languages are a plus.
Experience working with global or culturally diverse audiences preferred.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
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.
We offer competitive compensation and comprehensive benefits, a hybrid work model that supports flexibility.
Many CSRs expand their expertise and pursue growth opportunities across teams as they build deep knowledge of our programs and client experience.
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 per year. 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% retirement employer contribution to a 401(k) or pension plan, and a comprehensive medical benefits package
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 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 [email protected] 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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What We Do
CFA Institute is a global community of more than 175,000 investment professionals working to build an investment industry where investors’ interests come first, financial markets function at their best, and economies grow. We are driven by the belief that lasting economic growth depends on trust, competence, and transparency in financial markets, and we know that it must be led by professionals adhering to the highest levels of ethics and investment expertise. We achieve these goals by: raising standards of professional excellence in the industry; championing ethical behavior in investment markets; serving as a respected source of knowledge in investment markets; and creating a strong global community of investment professionals.
