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Job Details

Title Account Specialist, HS Exchange USA Operations
Business Unit High School Exchange Programs
Location Portland, ME
Description High School USA Programs facilitate the participation of more than 1,600 J-1 and F-1 secondary school students from around the world in cultural exchange and academic programs. Students attend American high schools and live with host families across the US. CIEE’s partners with International Representatives to recruit strong students from 70 countries to join our high school programs. We guide students with their application and arrival process and provide outstanding support during their time on our program.

The Account Specialist has a critical position on the High School Exchanges (J-1) USA Operations Team. As part of the greater Operations team, the Account Specialist is responsible for projects, procedures, and communication for successful student arrival. This includes coordination with International Representatives from inquiry, to point of sale, and up through students’ arrival at orientation in the U.S. CIEE is seeking a positive, detail-oriented, culturally sensitive professional with strengths in administrative projects and client services, who is sales-minded and possesses a can-do attitude for this dynamic position.

Main Responsibilities Include:
• Develop and maintain strong, positive, and professional relationships with International Representatives
• Communicate with International Representatives in a professional and culturally sensitive manner about a wide variety of program components, including but not limited to: student applications, student health, host family placements, arrivals, invoicing, payments, and pre-departure preparations
• Create and facilitate online trainings for international representatives
• Provide thorough and consistent onboarding trainings for new International Representatives
• Receive, review, and update student program applications
• Maintain student files, which include, but are not limited to, keeping a detailed account of missing application pieces until applications are complete
• With the support of the Operations Manager, maintain clear financial accounts for assigned International Representatives
• Distribute program fee invoices and credit memos to International Representatives
• Track receipt of payment and follow up on outstanding or unclear payments
• Communicate regularly with CIEE’s Finance department regarding payment and invoicing inquiries
• Assist in end of year account reconciliation process
• Support International Reps in student visa process – including shipping student DS-2019 forms with support of designated Alternate Responsible Officers (ARO), and gathering visa requirements by country
• Act as liaison between the CIEE High School field team staff and International Representatives
• Process host family placements, moves, and changes throughout the year; track Department of State required paperwork associated with placements
• Address inquiries from CIEE’s High School field team in a professional and sensitive manner
• Attend and facilitate student arrival orientations with the support of CIEE’s events team
• Participate in night and weekend coverage during arrival season (July/August)
• Handle the 24-hour emergency cell phone on a rotating weekly basis approximately 1-2 times a year
• Other duties as assigned

Other duties may include:
• Maintain student records in SEVIS database
• Communicate student move information to insurance department and oversee student ID card updates
• Oversee reporting and tracking of special placement paperwork
• Maintain electronic host family materials ensuring up-to-date, accurate information is shared with families upon placement
• Assist with content planning and implementation of annual programs as needed - including national meetings, international meetings, and student orientations
• Provide support to the High School Exchange USA Placement and Outreach teams, as needed
• Assist in project supervision of the High School team’s summer Work & Travel students
• Seasonally review and maintain agent-facing information including agent website and CIEE USAHS documents
• Manage and track student community service projects

Requirements • Bachelor’s Degree required from a four-year college or university
• Excellent Organizational and time management skills with regularly shifting priorities
• Maintain meticulous attention to detail in a very fast paced environment
• Ability to develop strong working relationships across cultures, mainly via e-mail, and occasional phone communication
• Excellent written communication is a must
• Ability to adhere to a tight deadline driven schedule
• Fast Learner of new technology, systems, procedures, and policies
• Previous experience working on an operations, admissions, or administrative team highly preferred
• Flexibility and interest in a dynamic, team-oriented working environment
• International travel or study experience recommended
• Commitment to CIEE’s core values and mission
• Computer skills including Microsoft Word, Excel, and Outlook are essential. A strong knowledge of Excel and other IT skills is a plus

Some evening and weekend work will be required; potential for domestic and international travel (1-2 times per year).
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