Avalon Risk Management (“Avalon”) is a specialty insurance broker with offices throughout the U.S. and Canada. We focus on the unique and exciting world of risk management and insurance products for the international trade and logistics industry. Avalon is a privately held company owned by our founding management team. We are looking for a customer support professional to join our Regional Operations Support team. This full-time hourly position will work from our headquarters in Schaumburg, IL. After an introductory training period, new hires are eligible for a hybrid in-office and work from home environment.

We are looking for a team player who has an eye for detail and is highly organized. Successful candidates must be able to appropriately handle a high volume of communications with proper prioritization and follow up. Having excellent written and verbal communication skills are a must. We are seeking reliable and proactive candidates who can demonstrate the ability to closely adhere to Standard Operating Procedures, preferably with at least 3 years of relevant experience in a professional customer service role. Prior experience in direct insurance support, particularly with a focus on logistics, is a plus. Strong written follow-up and organizational skills are essential, along with the ability to consistently meet deadlines. Strong computer skills are required, especially with Email (Outlook). Top candidates are comfortable with some ambiguity as we develop this new team and are excited to be a founding part of a new program.

What you’ll do: This position supports our regional offices by providing clear and timely communication to clients. By contacting our clients earlier and quicker, you’ll give them a crucial opportunity to solve challenges sooner. This important new step in our support model will help our regional teams prioritize customer engagement and advisement. By acting in a non-licensed capacity, this role shepherds high-volume, Level 1 client communications. You’ll follow up on communications and audit for document completeness, provide follow-up, or escalate as necessary. You will own basic intake and records management and escalate to our licensed regional professionals when appropriate.

Our service professionals must be able to confidently work in an ever-changing environment to accurately support our clients. Essential functions of this role include but are not limited to:

• Owning Level 1 customer support such as sending reminder emails, verifying submission completeness, digitally filing records, coordinating among internal stakeholders, etc.
• Email renewals and urgent alerts to our broker clients
• Using DocuSign and JotForm among other programs to collect and review required documents
• Track insufficiencies and notify regions and broker clients of status
• Update and maintain various tracker spreadsheets, such as for upcoming policy renewals
• With guidance, verify bond emails contain all the required documentation
• Save files and other documents in appropriate locations
• Notify (email) internal partners. For example, when the broker has been unresponsive

Work Hours: Required work hours are 8:30 am to 5 pm cst in Schaumburg, IL.

Avalon is a premier provider of innovative insurance and surety solutions. This is a full-time, non-exempt (hourly) position with a starting base compensation range of $21.65 to $23.05 per hour (approx. equivalent $45,000 to $48,000 per year). We offer an excellent benefits package that includes health, dental and vision insurance, 401(k), tuition reimbursement, student debt assistance, and more. Avalon is an equal opportunity employer creating a best in class culture for employees.

Interested candidates should get to know us online at www.avalonrisk.com, or by viewing our LinkedIn, Facebook, and Twitter social media profiles. Apply today via our quick application process!