Exchange Visitor Program and Participant Supp

JOB SUMMARY:

The Exchange Visitor Program and Participant Support Coordinator is responsible for Participant application processing and program monitoring support. This position communicates with applicants, Foreign Partner Agents, Host Employers and other stakeholders to process applications, monitor programs, provide assistance and complete reporting requirements.   The Exchange Visitor Program and Participant Support Coordinator communicates with and monitors the Participant's program and serves as the primary customer service support to the Participant while adhering to the Code of Federal Regulations, US Department of State (DOS) issued guidance and according to company policy. This position reports to the Director of Operations and provides excellent customer service to team members and customers while demonstrating the company values and supporting the mission.

JOB DUTIES AND RESPONSIBILITIES:     

• Communicate with applicants, Foreign Partner Agents, Host Employers, and other stakeholders as needed for Participant application processing or program monitoring 
• Communicate and monitor the application process to ensure compliance with the Code of Federal Regulations and US Department of State (DOS) issued guidance
• Review participant applications to determine eligibility of applicants based on the Code of Federal Regulations set by the US Department of State
  • Process completed applications within 48 to 72 hours
  • Update and process applications in the Company database and in the Student and Exchange Visitor Program System (SEVIS)
  • Conduct in-person recruiting and orientation events in-person or via video-conferences
  • Conduct Sponsor interviews with applicants and conduct follow-up interviews to determine English language skills and program suitability
  • Monitor and maintain contact with participants during their program in the US and follow up on their questions and concerns
  • Monitor the status and replies of automated monthly participant questionnaires or evaluations
  • Contact participants based on replies as needed 
  • Vet stakeholders according to Company policy and federal regulations
  • Ensure all parties sign agreements and update required information in applicable systems 
  • Draft incident and complaint forms according to DOS reporting rubric 
  • Answer and document Exchange Visitor inquiries.   Identify problems and initiate the appropriate response according to policy.
  • 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 US
  • Provide on-going support and assistance to Exchange Visitors 
  • Complete tasks in the Company database such as validations, address updates, follow-up screenings, and monitoring evaluations according to policy
  • Ensure 100% compliance with Exchange Visitor orientation
  • Manage and maintain participant files, records, databases, and SEVIS 
  • Collaborate with team members to solve a variety of Participant program questions and concerns 
  • Conduct education and onboarding presentations with stakeholders
  • Be familiar of the responsibilities of the Exchange Visitor program per the Code of Federal regulations and serve as a US Department of State Alternate Responsible Officer (ARO)
  • Utilize and coordinate task training with staff hired to assist with program support
  • Assist with Program Information Guides for participants 
  • Assist with creating exchange visitor documents
  • Serve on the on-call rotation schedule during peak arrival seasons 
  • Assist with travel arrangements and monitor itinerary as needed
  • Perform other duties as assigned 

REQUIRED QUALIFICATIONS:

• Bachelor's degree in Business Administration, Operations, Student Personnel Services, Student Affairs or related field
• 3 years of experience in customer service, office management, or experience working with a Designated Exchange Visitor Sponsor 
• Proficient in Microsoft Office Suite
• Attend Department of State meetings (typically 1-2 days per year) and become familiar with Code of Federal Regulations
• Must be eligible to serve in the role of the U.S. Department of State Alternate Responsible Officer 
• Ability to handle high stress situations within set deadlines
• 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
• Ability to project a professional image and exceptional customer service to exchange visitors, housing vendors, foreign partner agents, host organizations, local coordinators, government officials, and concerned citizens
• Must demonstrate sound judgment and effectively prioritize housing related issues
• Sound decision making and independent judgment skills
• Ability to work independently and with a team
• Ability to work on multiple projects simultaneously while accomplishing daily tasks
• Effective oral and written communication skills and excellent interpersonal skills
• Exceptional attention to detail, critical thinker and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• 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, reliable and enthusiastic
• 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