Participant Services Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Address inquiries from participants, hosts, and representatives through phone and email.

• Provide guidance to participants regarding culture shock and emotional, mental, or physical health issues.

• Oversee escalated support cases across all programs, ensuring prompt resolutions.

• Offer on-call support during assigned shifts for after-hours emergencies.

• Cultivate subject-matter expertise in CIEE BridgeUSA and International Study programs, along with relevant policies and regulations.

• Manage incoming insurance claims calls and individual insurance cases.

• Review and update records pertaining to insurance claims.

• Collaborate with CIEE's insurance partners to ensure accurate and timely resolutions.

• Assess participant applications for accuracy and completeness, and perform data entry tasks.

• Maintain participant records in SEVIS in compliance with J-1 visa regulations and program guidelines.

• Prepare and issue DS-2019 forms along with necessary supporting documentation.

• Assist in the host vetting process by conducting interviews, collecting and reviewing documentation, and ensuring compliance with regulations.

• Work alongside internal teams to address participant and stakeholder inquiries.

• Engage in team initiatives and contribute to the continuous enhancement of support processes.

• Execute additional tasks as assigned to support team objectives and the organizational mission.

⛳️ Requirements

• A Bachelor's degree or an equivalent international qualification.

• Exceptional written and verbal communication abilities.

• Strong interpersonal skills with the capability to navigate challenging conversations with individuals from diverse backgrounds.

• Competence in managing a high-volume workload within stringent deadlines.

• Excellent organizational and time management skills, with the ability to prioritize competing tasks.

• Experience in a global, fast-paced work environment.

• Previous customer service experience is mandatory.

• Call center experience is highly preferred.

• Proficiency in a second language is advantageous.

• Ability to work autonomously and demonstrate initiative.

• Must possess a valid US Passport and a U.S. driver's license.

• Flexibility and a positive attitude are essential.

• Background checks, reference checks, and verification of education and employment are prerequisites for employment.

🏝️ Benefits

• Paid time off and parental leave.

• Gym Reimbursement Program.

• Employee Assistance Program.

• Short-term and long-term disability benefits.

• Six floating Fridays (subject to eligibility criteria).

• Discounts on CIEE Study Abroad Programs.

• 403(b) Retirement Plan with employer contributions.

• Insurance coverage including life, travel, medical, dental, and vision.

• Flexible Spending Accounts/Health Savings Accounts for medical and dependent expenses.

• Optional benefits such as identity theft protection, pet insurance, accident, and critical illness coverage.

• A competitive total rewards package that can enhance total compensation by up to 25%.