Exchange Visitor Program & Participant Support Lead

American Public Diplomacy; Nashville (TN); On-site; USD 55,000 - 70,000; Full time

Job summary

Global Educational Concepts (GEC) seeks an Exchange Visitor Program and Participant Support Coordinator in Nashville to manage participant applications, monitor programs, and serve as main customer support for participants while adhering to DOS guidance and company policy.

You will communicate with applicants, partners, and host employers; ensure timely processing; maintain SEVIS data; and coordinate interviews, training, and onboarding efforts across the program lifecycle.

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 (1-2 days/year) and become familiar with CFR
• 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 program regulations for J-1 visa and communicate them to exchange visitors, vendors, and others
• Ability to project a professional image and excellent customer service to exchange visitors, housing vendors, foreign partner agents, host organizations, local coordinators, government officials, and concerned citizens
• Must demonstrate sound judgment and prioritize housing related issues
• Sound decision making and independent judgement 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
• 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 collaborate with others to achieve business objectives

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 CFR and DOS guidance
• Review participant applications to determine eligibility of applicants based on CFR set by DOS
• Process completed applications within 48 to 72 hours
• Update and process applications in the Company database and SEVIS
• Conduct in-person recruiting and orientation events in-person or via video-conferences
• Conduct Sponsor interviews with applicants and 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 questions
• 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 and initiate appropriate response
• Advise participants how to solve problems or concerns related to their program
• Provide ongoing support and assistance to Exchange Visitors
• Complete tasks in the Company database such as validations, address updates, follow-up screenings
• Ensure 100% compliance with Exchange Visitor orientation
• Manage and maintain participant files, records, databases, and SEVIS
• Collaborate with team to solve Participant program questions and concerns
• Conduct education and onboarding presentations with stakeholders
• Know responsibilities of Exchange Visitor program per CFR and serve as Alternate Responsible Officer
• Coordinate task training with staff
• Assist with Program Information Guides for participants
• Assist with creating exchange visitor documents
• Serve on on-call rotation during peak arrival seasons
• Assist with travel arrangements and monitor itinerary
• Perform other duties as assigned

Skills

Effective oral and written comms

Interpersonal skills

Independent and team work

Time management & multitasking

Education

Bachelor’s degree (Business Admin/Operations/Student Services)

Tools

Microsoft Office Suite

Job description

Global Educational Concepts (GEC) seeks an Exchange Visitor Program and Participant Support Coordinator in Nashville to manage participant applications, monitor programs, and serve as main customer support for participants while adhering to DOS guidance and company policy.

You will communicate with applicants, partners, and host employers; ensure timely processing; maintain SEVIS data; and coordinate interviews, training, and onboarding efforts across the program lifecycle.