Participant Services Associate

Why work with us:

• You will change the world. CIEE builds bridges between different people, different countries, and different cultures. We help young people participate in high-quality international exchange and study abroad programs that bring the world together. We change lives, our alumni change the world. Be part of the change!
• You will receive a competitive total rewards package. CIEE provides all employees with exceptional benefits offerings that increase total compensation by up to 25%. Our top-tier benefits include:

• 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 Accounts (medical and dependent)
• Voluntary Benefits (identity theft protection, pet insurance, accident, and critical illness)

• 
  You will be part of a fast-paced, international, diverse, and collaborative team of professionals. CIEE operates the largest nonprofit network of study-abroad locations, with facilities and staff in 26 countries. Additionally, we help international participants from over 130 countries come to the USA each year. Committed to excellence and solving whatever problem the world throws at them, CIEE professionals work on international teams and are dedicated to advancing our 75-year-old mission to make the world a more peaceful place.

• Answer all phone calls and e-mail inquiries in a professional and timely manner
• Counsel program participants with culture shock as well as other emotional, mental, and physical health issues
• Maintain a caseload that includes escalated Support cases for all programs and manage your individual incidents in a timely and effective manner
• Communicate directly with students, employers, host families, schools, Local Coordinators and International Representatives as needed
• Review and data entry of participant applications
• Create and maintain participant records in the US Government Student & Exchange Visitor Information System (SEVIS) and ensure compliance with J-1 Visa and program-specific regulations
• Prepare, collate, and ship DS-2019 forms and other documentation to CIEE international representatives and participants
• Develop expertise of CIEE’s International Study Programs and CIEE’s J-1 Exchange programs and the policies that support them
• Develop expertise of the CIEE Participant Insurance Plan for J-1 participants in the United States
• Assist participants in navigating the US healthcare system and managing claims for CIEE participants
• Communicate with medical providers for benefit inquiries and claim updates
• Work with different teams within the organization to solve a variety of customer questions and problems
• Carry 24 Hour Emergency Cell Phone on a rotating basis for the J-1 Exchange programs
• Other duties as assigned

• 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
• Second language skills are a plus
• Experience in the medical or insurance field is a plus but not required
• 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