IFG Customer Success Agent

Become a part of our caring community Start in customer support. Build Medicare expertise. Grow into a licensed customer success career.Interested in helping customers navigate Medicare but do not yet have a health insurance license? This fully remote, full-time role offers a clear path to get started with Innovative Financial Group (IFG), a wholly owned Field Marketing Organization and subsidiary of Humana. As part of the Reliance Brokerage Customer Success Team reporting to the AD of Customer Success, you will help create a positive customer experience while learning healthcare, Medicare, and IFG's multi-carrier business. You will begin with approved non-licensed customer support during the 2026 Annual Enrollment Period (AEP). After AEP, eligible associates may enter company-supported licensing and training and, after successfully completing all requirements and receiving business approval, transition into a licensed Customer Success Agent role in early 2027. PHASE 1 Customer support and IFG learning through 2026 AEP PHASE 2 Licensing and customer success training after AEP CAREER GOAL Licensed Customer Success Agent in early 2027 What You Will Do Phase 1: AEP Customer Support and Business Learning Provide professional, empathetic, and compliant support through inbound and outbound customer interactions. Provide approved factual information, fulfill requests for materials, and collect demographic information when permitted. Assist with general non-licensed service needs and document customer interactions accurately. Route sales, plan recommendation, enrollment, and other licensed requests to an appropriately licensed agent. Follow approved scripts, workflows, privacy requirements, quality standards, and escalation procedures. Build foundational knowledge of Medicare, IFG operations, and the tools used to support customers across multiple carriers. Important: During this phase, you will not recommend, market, sell, or enroll customers in health plans. Commission is not available during the non-licensed phase. Phase 2: Licensing and Customer Success Preparation Participate in the company-supported health insurance licensing process and complete required state licensing exams. Complete new-hire, compliance, carrier, system, and readiness training after licensing. Learn to explain plan benefits, resolve eligibility and coverage questions, and support customers through plan changes. After successful licensing, training, readiness requirements, and business approval, transition into licensed customer success responsibilities. Future Licensed Customer Success Responsibilities Help Medicare customers understand plan benefits, coverage details, resources, and services across multiple carriers. Provide education, guidance, problem-solving, and enrollment support within approved scope and compliance requirements. Partner with sales agents, carrier partners, and internal support teams to resolve enrollment, eligibility, plan-change, and service issues. Support customer satisfaction and retention by making complex Medicare information easier to understand. Document interactions accurately and contribute feedback that supports service improvements. Use your skills to make an impact Required Qualifications At least 3 years of customer service experience in retail, a call center, healthcare, sales, or a similar customer-facing environment. At least 2 years of experience working in a virtual or remote environment. At least 2 years of professional experience navigating multiple computer systems, tools, and screens at the same time Ability and willingness to begin the company-supported licensing process after AEP and successfully obtain the required active Health Insurance License. Obtaining the license is a condition of continued employment. Demonstrated ability to support customers with empathy, clarity, professionalism, and attention to compliance. Ability to work flexible schedules, including overtime, nights, and weekends as business needs require. A dedicated home workspace and internet service that meets work-at-home requirements and protects member information. Preferred Qualifications Customer service, call center, healthcare, insurance, sales, or high-volume support experience. Experience using Salesforce or a similar CRM platform. Experience in a brokerage or multi-carrier Medicare environment. Experience collaborating across teams to resolve complex customer issues. Bilingual or multilingual skills. Additional Information This is a fully remote, work-at-home position with the Reliance Brokerage Customer Success Team. Full-time schedule: 40 hours per week. Shifts may fall between 8:00 a.m. and 8:00 p.m. Eastern Time and may include weekends during peak season. Hours are subject to business needs. During the initial AEP phase, training focuses on approved non-licensed customer service duties. Licensing and additional new-hire training follow for associates who successfully progr #J-18808-Ljbffr Humana