IFG Customer Success Agent

Humana

1d•Remote

About The Position

Innovative Financial Group (IFG), a wholly owned Field Marketing Organization (FMO) and subsidiary of Humana, is looking for Customer Success Agents to join the Reliance Brokerage Customer Success Team working remote. Reliance Brokerage Customer Success Representatives are trusted partners who help customers navigate Medicare coverage across multiple carriers. In this role, you’ll support customers through education, guidance, and problem-solving—whether that means explaining plan benefits, resolving eligibility questions, or helping customers transition between plans. You’ll collaborate with sales agents, carrier partners, and internal support teams to deliver a positive, compliant, and customer-centered experience throughout the Medicare journey. This position requires you to have a current and valid Health Insurance License in your current state of residence. You will not qualify for this position without an active Health Insurance License.

Requirements

Active resident Health Insurance License for your state of residence (per state Department of Insurance requirements)
2+ years of experience working in a virtual or remote environment
Ability to work flexible schedules, including overtime, nights, and weekends as business needs require
2+ years of professional experience navigating multiple computer systems, tools, and screens simultaneously
2+ years of Medicare customer service and/or Medicare sales experience
Demonstrated ability to understand, explain, and compare Medicare plans and benefits across multiple carriers
Proven ability to support Medicare-eligible and dual-eligible customers with empathy, clarity, and compliance

Nice To Haves

Bilingual in English/Spanish a PLUS (Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing)
Call center or high-volume customer support experience
Experience using Salesforce or similar CRM platforms
Experience working in a brokerage or multi-carrier Medicare environment
Proven ability to collaborate cross-functionally to resolve complex customer issues
Prior success in Medicare sales, customer retention, or customer advocacy roles
Bilingual or multilingual proficiency (ability to read, write, and speak fluently in languages other than English)

Responsibilities

Deliver a high level of professionalism, empathy, and compliance with every inbound and outbound customer interaction
Actively listen to identify customer needs and provide clear guidance on available plans, benefits, resources, and services across multiple carriers, which may include enrolling customers into new plans when appropriate
Clearly explain plan benefits, coverage details, claims-related questions, and carrier communications in a way that is easy to understand
Ask thoughtful, compliant questions to uncover broader customer needs, including social or situational factors that may impact healthcare decisions
Support customer retention and satisfaction by helping customers navigate complex Medicare decisions and resolve issues efficiently
Partner with sales, service, and carrier teams to resolve issues related to enrollment, disenrollment, eligibility, and plan changes
Provide feedback and insights to support continuous improvement, test-and-learn efforts, and proactive outreach initiatives