Participant Services Associate

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

📋 Description

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

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

• Oversee escalated support cases across all programs and ensure prompt resolution.

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

• Cultivate expertise in CIEE BridgeUSA and International Study programs, including policies and regulatory requirements.

• Assist with insurance-related inquiries, including inbound claims calls, individual insurance cases, claim record updates, and coordination with insurance partners.

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

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

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

• Support host vetting through interviews, documentation review, and compliance with regulations.

• Collaborate with internal teams to address participant and stakeholder inquiries.

• Engage in team initiatives and contribute to the ongoing improvement of support processes.

• Carry out additional duties as assigned.

⛳️ Requirements

• Bachelor's degree (or international equivalent) is required.

• Exceptional written and verbal communication skills are essential.

• Strong interpersonal skills with the ability to engage in challenging conversations with a diverse range of individuals.

• Capacity to manage a high-volume workload under tight deadlines.

• Self-driven and goal-oriented, with a proactive approach to overcoming challenges.

• Excellent organizational and time management skills; ability to juggle competing priorities.

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

• Previous customer service experience is mandatory.

• Experience in a call center setting is highly preferred.

• Proficiency in a second language is an advantage.

• Must demonstrate flexibility, maintain a positive attitude, and be capable of working independently while taking initiative.

• A valid US Passport and U.S. driver's license are required.

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

🏝️ Benefits

• Competitive total rewards package enhancing total compensation by up to 25%.

• Paid time off.

• Parental leave.

• Gym Reimbursement Program.

• Employee Assistance Program.

• Short-term & Long-term Disability coverage.

• Six floating Fridays (subject to eligibility rules).

• Discounts on CIEE Study Abroad Programs.

• 403(b) Retirement Plan with employer contributions.

• Comprehensive insurance coverage (life, travel, medical, dental, and vision).

• Flexible Spending Accounts/Health Savings Account options (medical and dependent).

• Voluntary benefits including identity theft protection, pet insurance, accident, and critical illness coverage.