Exchange Visitor Program and Participant Supp

Southwestern Companies•Nashville, TN

44d

About The Position

The Exchange Visitor Program and Participant Support Coordinator is responsible for Participant application processing and program monitoring support. This position communicates with applicants, Foreign Partner Agents, Host Employers and other stakeholders to process applications, monitor programs, provide assistance and complete reporting requirements. The Exchange Visitor Program and Participant Support Coordinator communicates with and monitors the Participant’s program and serves as the primary customer service support to the Participant while adhering to the Code of Federal Regulations, US Department of State (DOS) issued guidance and according to company policy. This position reports to the Director of Operations and provides excellent customer service to team members and customers while demonstrating the company values and supporting the mission.

Requirements

Bachelor’s degree in Business Administration, Operations, Student Personnel Services, Student Affairs or related field
3 years of experience in customer service, office management, or experience working with a Designated Exchange Visitor Sponsor
Proficient in Microsoft Office Suite
Attend Department of State meetings (typically 1-2 days per year) and become familiar with Code of Federal Regulations
Must be eligible to serve in the role of the U.S. Department of State Alternate Responsible Officer
Ability to handle high stress situations within set deadlines
Ability to comprehend the program regulations as it relates to the J-1 visa program and communicate program regulations to exchange visitors, vendors, and others
Ability to project a professional image and exceptional customer service to exchange visitors, housing vendors, foreign partner agents, host organizations, local coordinators, government officials, and concerned citizens
Must demonstrate sound judgment and effectively prioritize housing related issues
Sound decision making and independent judgment skills
Ability to work independently and with a team
Ability to work on multiple projects simultaneously while accomplishing daily tasks
Effective oral and written communication skills and excellent interpersonal skills
Exceptional attention to detail, critical thinker and problem-solving skills
High standards for integrity, honesty, professionalism, and work ethic
Commitment to service excellence
Demonstrate flexible and efficient time management and ability to prioritize workload
Ability and willingness to move with purpose and a strong sense of urgency
Self-motivated, positive, reliable and enthusiastic
Self-starter with a strong desire to exceed expectations and capable of supporting a team
Maintain confidentiality discretion
Ability to effectively work in collaboration with others to achieve business objectives
Willing to grow and be challenged
Attend training as requested

Responsibilities

Communicate with applicants, Foreign Partner Agents, Host Employers, and other stakeholders as needed for Participant application processing or program monitoring
Communicate and monitor the application process to ensure compliance with the Code of Federal Regulations and US Department of State (DOS) issued guidance
Review participant applications to determine eligibility of applicants based on the Code of Federal Regulations set by the US Department of State
Process completed applications within 48 to 72 hours
Update and process applications in the Company database and in the Student and Exchange Visitor Program System (SEVIS)
Conduct in-person recruiting and orientation events in-person or via video-conferences
Conduct Sponsor interviews with applicants and conduct follow-up interviews to determine English language skills and program suitability
Monitor and maintain contact with participants during their program in the US and follow up on their questions and concerns
Monitor the status and replies of automated monthly participant questionnaires or evaluations
Contact participants based on replies as needed
Vet stakeholders according to Company policy and federal regulations
Ensure all parties sign agreements and update required information in applicable systems
Draft incident and complaint forms according to DOS reporting rubric
Answer and document Exchange Visitor inquiries. Identify problems and initiate the appropriate response according to policy.
Advise participants how to solve problems or concerns related to their program and assist their understanding of cultural differences of living, working, and training in the US
Provide on-going support and assistance to Exchange Visitors
Complete tasks in the Company database such as validations, address updates, follow-up screenings, and monitoring evaluations according to policy
Ensure 100% compliance with Exchange Visitor orientation
Manage and maintain participant files, records, databases, and SEVIS
Collaborate with team members to solve a variety of Participant program questions and concerns
Conduct education and onboarding presentations with stakeholders
Be familiar of the responsibilities of the Exchange Visitor program per the Code of Federal regulations and serve as a US Department of State Alternate Responsible Officer (ARO)
Utilize and coordinate task training with staff hired to assist with program support
Assist with Program Information Guides for participants
Assist with creating exchange visitor documents
Serve on the on-call rotation schedule during peak arrival seasons
Assist with travel arrangements and monitor itinerary as needed
Perform other duties as assigned