Participant Services Associate
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Job Description
Participant Services Associate supporting participants in CIEE’s nonprofit BridgeUSA and study abroad programs. Handling escalated cases, insurance support, SEVIS records, and DS-2019 documentation remotely.
Responsibilities:
- Respond to participant, host, and representative inquiries via phone and email
- Counsel participants on culture shock and emotional, mental, or physical health concerns
- Manage escalated support cases across all programs and ensure timely resolution
- Provide on-call support during assigned rotations for after-hours program emergencies
- Develop subject-matter expertise in CIEE BridgeUSA and International Study programs, policies, and regulatory requirements
- Provide insurance-related support, including inbound claims calls, individual insurance cases, claim record updates, and coordination with insurance partners
- Review participant applications for accuracy and completeness and perform data entry
- Maintain participant records in SEVIS according to J-1 visa regulations and program guidelines
- Prepare and issue DS-2019 forms and supporting documentation
- Support host vetting through interviews, documentation review, and regulatory compliance
- Coordinate with internal teams to resolve participant and stakeholder questions
- Participate in team initiatives and continuous improvement of support processes
- Perform other duties as assigned
Requirements:
- Bachelor's degree (or international equivalent)
- Excellent written and verbal communication skills
- Excellent interpersonal skills and ability to have difficult conversations with a diversity of people from different backgrounds
- Ability to manage a high-volume workload within tight deadlines
- Self-motivated and goal-oriented, with an attitude to overcome any challenge
- Strong organization and time management skills; ability to manage competing priorities
- Experience in a global and fast-paced work environment
- Previous customer service experience is required
- Call center experience is strongly preferred
- Second language skills are a plus
- Must be flexible, possess a positive attitude, and be able to work independently and take initiative
- Must have a valid US Passport and a U.S. driver's license
- Background check, reference check, and education and employment verification are conditions of employment
Benefits:
- Competitive total rewards package increasing total compensation by up to 25%
- Paid time off
- Parental leave
- Gym Reimbursement Program
- Employee Assistance Program
- Short-term & Long-term Disability
- 6 floating Fridays (based on eligibility rules)
- CIEE Study Abroad Program discounts
- 403(b) Retirement Plan with employer contribution
- Insurance Coverage (life, travel, medical, dental, and vision)
- Flexible Spending Accounts/Health Savings Account (medical and dependent)
- Voluntary Benefits (identity theft protection, pet insurance, accident, and critical illness)
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