Client Services Representative (Hybrid)
CFA Institute is the global leader in investment excellence and ethics, seeking a Client Services Representative to join their team. This role involves providing timely and accurate support to candidates and members, guiding them through their journey with the organization, and ensuring an exceptional customer experience.
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
- 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
- Demonstrate cultural awareness and professionalism when serving our diverse, global community
- 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
- 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
- Experience with Salesforce Service Cloud or case management platforms preferred
- Experience working with global or culturally diverse audiences preferred
- Fluency in English required; additional languages are a plus
- 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