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 progress through the pathway. Associates who communicate with customers in a language other than English must successfully complete the required language proficiency assessment. Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Scheduled Weekly Hours 40 Pay Range $48,900 - $66,200 per year Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 10-18-2026 About us About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our #J-18808-Ljbffr