IFG Customer Success Agent

Humana

18h • $48,900 - $66,200 • Remote

About The Position

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. The role is divided into two phases: Phase 1 involves customer support and IFG learning through 2026 AEP, and Phase 2 involves licensing and customer success training after AEP, with the career goal of becoming a Licensed Customer Success Agent in early 2027.

Requirements

• 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.
• Associates who communicate with customers in a language other than English must successfully complete the required language proficiency assessment.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.

Benefits

• medical
• dental
• vision
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed