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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.

Key Role Functions

• 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

Use your skills to make an impact
 

Required Qualifications

• 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

Preferred Qualifications

• 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)

Additional Information

• Department Hours – Shift could fall between the business hours of 7:00 am to 7:00 pm EST.  Hours are subject to change based on business needs and may include weekends during peak season

• Training Hours – Training will start day one of employment and run the first 6 weeks with a schedule of 10:30 am to 7:00 pm EST.  Attendance is vital for success

• Language Proficiency Testing: Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

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 spee