Exchange Visitor Participant Success Associat en undefined

JOB SUMMARY:

The Participant Success Associate is responsible for the application process and operations of the Exchange Visitor Program, customer service support to participants, and coordinates administrative tasks for the department. The Participant Success Associate coordinates various aspects of the program management to include participant screening and selection, eligibility screening, pre-arrival logistics, providing program materials, placement onboarding information, and program orientation. This role serves to drive the participant experience from the initial application, J-1 visa document processing, and U.S. arrival support. The Participant Success Associate will provide continuous support for the duration of the program participation to enhance the participant experience, while promptly addressing questions, concerns, or ongoing support cases. This position interacts professionally with the Exchange Visitors, foreign partner agents, vendors and host organizations. This position enforces J-1 program compliance with federal visa regulations. The Participant Success Associate reports to the Participant Success Manager and provides excellent customer service to program participants while demonstrating the company values and supporting the mission.

JOB DUTIES AND RESPONSIBILITIES:     

• Assist with addressing participant and host employer inquiries, concerns, and issues to build positive and lasting relations ships with teacher participants and host employers. 
  • Advise participants how to solve problems or concerns related to their program and assist their understanding of cultural differences of living, working, and training in the United States. 
  • Enforce J-1 visa program compliance with the Code of Federal Regulations and US Department of State (DOS) issued guidance
  • Verify individual J-1 visa eligibility
  • Collaborate with team members to solve a variety of participant questions and concerns 
• Communicate with applicants and active participants on necessary paperwork and deadlines of submission
• Provide administrative support for incoming J-1 program participants. 
• Conduct participant education and onboarding presentations
  • Update and process applications in the company database and in the Student and Exchange Visitor Program System (SEVIS)
• Assist with processing applicant registration and documentation
• Complete tasks in the company database such as validations, address updates, follow-up screenings, and monitoring evaluations according to policy
• Verify employment records
• Conduct teacher applicant virtual interviews 
• Screen exchange visitor credentials 
• Verify state licensure requirements and candidate compatibility
• Offer account support to company portal users
• Maintain accurate participant records, visa audit files. and databases
• Monitor the status and replies of monthly participant questionnaires or evaluations.  
• Complete and create new participant engagement initiatives
• Provide exchange visitor program information and guidance
• Assist with participant position preparation materials
• Create, update, and distribute Program Information Guides for participants 
• Research, vet, and distribute housing and relocation resources to participants. 
• Maintain regular communication with participants throughout their program
• Resolve issues and concerns in a timely manner
• Draft incident and complaint forms according to DOS reporting rubric
• Coordinate logistics for meetings, engagement events, and site visits
• Assist with media, social media, and marketing campaigns 
• Provide assistance with administrative tasks 
• Prepare reports and statistics as required
• Perform other duties as assigned

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree in related field

(Education, Global Studies, International Relations, Student Affairs, Communications, Organizational Communications, Operations, Business Administration, Student Personnel Services)

• 3 years of experience in customer service, office administration, or experience working with a Designated Exchange Visitor Sponsor or related international field
• Proficient in Microsoft Office
• Advanced computer skills and technological literacy / Ability to effectively operate computer equipment, software systems and databases
• Basic understanding of the U.S. Cultural Exchange program purpose and rules
• Basic understanding of U.S. Education systems
• Ability to comprehend the program regulations as it relates to the J-1 visa program and communicate program regulations to exchange visitors, vendors, and others
• Willingness and aptitude for acquiring new knowledge and skills
• Aptitude to acquire in depth knowledge of company software, in order to maximize efficient usage
• Ability to accurately follow instructions and complete tasks with precision
• Ability to drive projects and assignments autonomously, with limited instruction. 
• Adherence to ethical standards and professional behavior in a workplace setting
• The ability to adjust to new tasks and responsibilities
• A desire to learn and explore new ideas
• Ability to find information and resources to address complex inquiries and resolve problems. 
• Ability to work on multiple projects simultaneously while accomplishing daily tasks
• Effective oral and written communication skills and excellent interpersonal skills
• Attention to detail and critical thinker with exceptional problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to work independently while demonstrating excellent organization and follow through
• Demonstrate flexible and efficient time management and ability to prioritize workload
• Ability and willingness to move with purpose and a strong sense of urgency
• Self-motivated, positive, and enthusiastic
• A desire to seek and explore new initiatives in pursuit of program objectives 
• Self-starter with a strong desire to exceed expectations and capable of supporting a team 
• Maintain confidentiality discretion
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged
• Attend training as requested