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
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 speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership
Employees 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 information
Humana 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 1
Paid time off, holidays, volunteer time and jury duty pay
Recognition pay
401(k) retirement savings plan with employer match
Tuition assistance
Scholarships for eligible dependents
Parental and caregiver leave
Employee charity matching program
Network Resource Groups (NRGs)
Career development opportunities
Our Hiring Process
As 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 interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
If you have additional questions regarding this role posting and are an Internal Candidate, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
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.