Client Services Representative - Night Shift

CFA Institute•Charlottesville, VA

1d•Hybrid

About The Position

Do you like solving problems, helping people across the globe, and being the trusted voice of an organization? Are you energized by fast-paced environments where every interaction makes a difference? If so, you may be the perfect fit for our Client Services team. What You’ll Do 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.

Requirements

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.
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
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).

Nice To Haves

Experience with Salesforce Service Cloud or case management platforms preferred.
Additional languages are a plus.
Experience working with global or culturally diverse audiences preferred.

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.