Participant Services Associate

CIEE Inc

4d•Remote

About The Position

CIEE is seeking a highly motivated, adaptable professional to join our Participant Services team. In this role, you will provide 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. This position is ideal for someone who excels in a fast-paced environment and is committed to delivering high-quality service with empathy and cultural sensitivity.

Requirements

Bachelor's degree (or international equivalent).
Excellent written and verbal communication skills.
Excellent interpersonal skills, 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-orientated, 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.
Must be flexible, possess a positive attitude, and be able to work independently and take initiative.
Must have a valid US Passport and US driver’s license.

Nice To Haves

Second language skills are a plus.

Responsibilities

Respond to participant, host, and representative inquiries via phone and email with professionalism and efficiency.
Counsel participants on challenges such as culture shock and emotional, mental, or physical health concerns.
Manage a caseload of escalated support cases across all programs, ensuring timely and 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 their policies and regulatory requirements.
Provide insurance-related support to CIEE BridgeUSA participants, including handling inbound claims calls, managing individual insurance cases, reviewing and updating claim records, and coordinating with CIEE’s insurance partners to ensure accurate and timely resolution.
Review participant applications for accuracy and completeness; 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 processes by conducting interviews and 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 the continuous improvement of support processes.
Perform other duties as assigned to support team goals and organizational mission.

Benefits

Paid time off and Parental leave
Gym Reimbursement Program
Employee Assistance Program
Short-term & Long-term Disability
6 floating Fridays (based on our eligibility rules)
CIEE Study Abroad and TEFL 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)