Participant Services Associate

1819cc30-9913-45f2-8a56-90240b9f8adc• Remote, US,

15h•Remote

About The Position

CIEE is seeking a highly motivated, adaptable professional to join its Participant Services team. The Participant Services Associate provides direct support to individuals and partners involved in CIEE’s BridgeUSA programs, including Work & Travel USA, Internship and Professional Career Training USA, and USA High School. The role is suited to someone who can thrive in a fast-paced environment and deliver high-quality service with empathy and cultural sensitivity. The associate responds to participant, host, and representative inquiries; counsels participants through personal and health-related challenges; and manages escalated cases. The position also provides insurance-related assistance, supports program application and record processes, maintains SEVIS records, issues DS-2019 forms, and assists with host vetting and regulatory compliance. The role includes on-call support during assigned rotations for after-hours program emergencies and collaboration with internal teams to resolve questions and improve support processes.

Requirements

Bachelor's degree or international equivalent.
Excellent written and verbal communication skills.
Excellent interpersonal skills, including the ability to have difficult conversations with people from diverse backgrounds.
Ability to manage a high-volume workload within tight deadlines.
Self-motivated and goal-oriented, with an attitude of overcoming challenges.
Strong organization and time management skills, including the ability to manage competing priorities.
Experience in a global and fast-paced work environment.
Previous customer service experience is required.
Flexibility, a positive attitude, ability to work independently, and initiative.
Valid U.S. passport and U.S. driver’s license.

Nice To Haves

Call center experience is strongly preferred.
Second-language skills are a plus.

Responsibilities

Respond to participant, host, and representative inquiries by phone and email professionally and efficiently.
Counsel participants on culture shock and emotional, mental, or physical health concerns.
Manage a caseload of escalated support cases across programs and ensure timely, effective resolution.
Provide on-call support during assigned rotations for after-hours program emergencies.
Develop subject-matter expertise in CIEE BridgeUSA and International Study programs, including policies and regulatory requirements.
Provide insurance-related support to BridgeUSA participants, including handling inbound claims calls, managing individual insurance cases, reviewing and updating claim records, and coordinating with insurance partners.
Review participant applications for accuracy and completeness and perform accurate data entry.
Maintain participant records in SEVIS in accordance with J-1 visa regulations and program guidelines.
Prepare and issue DS-2019 forms and supporting documentation for international representatives and participants.
Support host vetting by conducting interviews, collecting and reviewing required documentation, and ensuring regulatory compliance.
Coordinate with internal teams to resolve participant and stakeholder questions.
Participate in team initiatives and contribute to continuous improvement of support processes.
Perform other duties as assigned to support team goals and the organizational mission.

Benefits

Paid time off and parental leave
Gym Reimbursement Program
Employee Assistance Program
Short-term and long-term disability
Six floating Fridays, subject to eligibility rules
CIEE Study Abroad Program discounts
403(b) Retirement Plan with employer contribution
Life, travel, medical, dental, and vision insurance coverage
Flexible Spending Accounts and Health Savings Account for medical and dependent expenses
Voluntary benefits, including identity theft protection, pet insurance, accident insurance, and critical illness insurance