IFG Customer Success Agent

Become a part of our caring community 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 FunctionsDeliver a high level of professionalism, empathy, and compliance with every inbound and outbound customer interactionActively 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 appropriateClearly explain plan benefits, coverage details, claims-related questions, and carrier communications in a way that is easy to understandAsk thoughtful, compliant questions to uncover broader customer needs, including social or situational factors that may impact healthcare decisionsSupport customer retention and satisfaction by helping customers navigate complex Medicare decisions and resolve issues efficientlyPartner with sales, service, and carrier teams to resolve issues related to enrollment, disenrollment, eligibility, and plan changesProvide feedback and insights to support continuous improvement, test-and-learn efforts, and proactive outreach initiativesUse your skills to make an impact  Required QualificationsActive 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 environmentAbility to work flexible schedules, including overtime, nights, and weekends as business needs require2+ years of professional experience navigating multiple computer systems, tools, and screens simultaneously2+ years of Medicare customer service and/or Medicare sales experienceDemonstrated ability to understand, explain, and compare Medicare plans and benefits across multiple carriersProven ability to support Medicare-eligible and dual-eligible customers with empathy, clarity, and compliancePreferred QualificationsBilingual 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 experienceExperience using Salesforce or similar CRM platformsExperience working in a brokerage or multi-carrier Medicare environmentProven ability to collaborate cross-functionally to resolve complex customer issuesPrior success in Medicare sales, customer retention, or customer advocacy rolesBilingual or multilingual proficiency (ability to read, write, and speak fluently in languages other than English)Additional InformationDepartment Hours – Shift could fall between the business hours of 8:00 am to 8:00 pm EST.  Hours are subject to change based on business needs and may include weekends during peak seasonTraining 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 successLanguage 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 speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggestedSatellite, cellular and microwave connection can be used only if approved by leadershipEmployees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA informationHumana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:Health benefits effective day 1Paid time off, holidays, volunteer time and jury duty payRecognition pay401(k) retirement savings plan with employer matchTuition assistanceScholarships for eligible dependentsParental and caregiver leaveEmployee charity matching programNetwork Resource Groups (NRGs)Career development opportunitiesOur Hiring ProcessAs part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you. If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video inte