Director of Client Service Management working with Fidelity to support next - generation transfer agent operations. Building client relationships and improving operational health through strategic oversight and collaboration.
About the role
- Client Services Representative at CFA Institute providing support to global candidates and members across various communication channels. Troubleshooting issues and ensuring high customer satisfaction during mid-shift hours.
Responsibilities
- Serve as the first point of contact for global candidates and members, providing accurate, empathetic support across voice, chat, and written channels.
- Act as a brand ambassador, personalizing each interaction and striving for first-contact resolution.
- Troubleshoot technical, functional, and administrative issues related to CFA Institute portals, registrations, and vendor platforms.
- Handle sensitive information with professionalism and strict adherence to data-security protocols.
- Collaborate with colleagues in IT, Credentialing, Marketing, and other teams to drive continuous improvement.
- Maintain strong performance across customer satisfaction, productivity, quality assurance, and service metrics.
- Demonstrate cultural competency and inclusivity in every interaction with our global community.
Requirements
- Proven success delivering frontline customer service resolving real-time issues for a diverse customer base.
- Experience in a fast-paced contact center or office environment with phone- and email-based service.
- Strong organizational skills and the ability to manage multiple priorities independently.
- Excellent verbal and written communication skills with a professional, diplomatic tone.
- Detail-oriented, tech-savvy, and eager to learn new systems and tools.
- Fluency in English (additional languages a plus).
- Must reside within a commutable distance to Charlottesville, VA (required for in-office training and monthly hybrid workdays).
Benefits
- Comprehensive health coverage for you and your family
- Generous leave and time off
- Competitive retirement plans
- Flexible work options
- Wellness, education, and support programs
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