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.
What You’ll DoServe 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.
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 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
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.
#LI-HYBRID
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.
Our application is not compatible with Internet Explorer (IE). We recommend using Chrome.
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.
