Regional Support Coordinator

Avalon Risk Management Insurance Agency LLC•Schaumburg, IL

5d•$22 - $24•Hybrid

About The Position

Avalon Risk Management is seeking a customer support professional to join its Regional Operations Support team. This full-time, hourly position is based at the company’s headquarters in Schaumburg, Illinois. After an introductory training period, employees are eligible for a hybrid in-office and work-from-home arrangement. The Regional Support Coordinator supports regional offices by providing clients with clear, timely communication and handling high-volume Level 1 client communications in a non-licensed capacity. The role owns basic intake and records management, follows up on communications, audits documents for completeness, and escalates matters to licensed regional professionals when appropriate. The position requires a reliable, proactive, organized team player who can prioritize communications, follow Standard Operating Procedures, meet deadlines, and communicate effectively. Required work hours are 8:30 a.m. to 5:00 p.m. Central Time. This is a non-exempt, hourly position with a starting base compensation range of $22.00 to $24.00 per hour, approximately equivalent to $45,760 to $49,920 per year.

Requirements

At least 3 years of applicable experience in a professional customer service role is preferred.
Excellent written and verbal communication skills.
Strong written follow-up and organizational skills.
Ability to handle a high volume of communications with appropriate prioritization and follow-up.
Ability to adhere closely to Standard Operating Procedures.
Ability to consistently meet deadlines.
Strong computer skills, especially with email and Outlook.
Ability to work confidently in an ever-changing environment.
Reliability and a proactive, team-oriented approach.

Nice To Haves

Prior experience in direct insurance support.
Mortgage support or claims support experience.

Responsibilities

Own Level 1 customer support, including sending reminder emails, verifying submission completeness, digitally filing records, and coordinating among internal stakeholders.
Email renewals and urgent alerts to broker clients.
Use DocuSign, JotForm, and other programs to collect and review required documents.
Track document insufficiencies and notify regional offices and broker clients of status.
Update and maintain tracker spreadsheets, including trackers for upcoming policy renewals.
With guidance, verify that bond emails contain all required documentation.
Save files and other documents in appropriate locations.
Notify internal partners by email when needed, such as when a broker has been unresponsive.
Follow up on client communications and audit documents for completeness, providing follow-up or escalating as necessary.
Own basic intake and records management and escalate matters to licensed regional professionals when appropriate.