Participant Services Associate

Position: Participant Services Associate

Reports to: Participant Services Manager 

Department: Participant Services

Location: U.S. Remote

Who we are: 

CIEE is a nonprofit study abroad and intercultural exchange organization that transforms lives and builds bridges between individuals and nations through study abroad and international exchange experiences that help people develop skills for living in a globally interdependent and multi-cultural world. 

Who you are:

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.

What you’ll do:

• Answer all phone calls and e-mail inquiries in a professional and timely manner.
• 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.

What you’ll bring:

The ideal candidate will possess:

• 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.
• 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.