Exchange Visitor Participant Success Associate

Southwestern Companies•Nashville, TN

About The Position

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.

Requirements

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

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