Participant Services Associate

About the role

CIEE is a nonprofit organization that facilitates international exchange and study abroad programs. The Participant Services Associate reports to the Participant Services Manager and works remotely.

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, collecting and reviewing required documentation, and ensuring regulatory compliance.
• Cook up 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.

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-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.

Qualifications

• Must be eligible to work in the United States.

Skills

• Customer service skills.
• Interpersonal skills.
• Time management.
• Communication skills.
• Problem-solving skills.

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 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).

Pay

CIEE offers a competitive total rewards package, including a top-tier benefits offering that increases total compensation by up to 25%.

Schedule

The position is remote, allowing flexibility in working hours.