[Hiring] Customer Success Agent @Humana

Role Description

Become a part of our caring community. Start in customer support. Build Medicare expertise. Grow into a licensed customer success career.

Interested in helping customers navigate Medicare but do not yet have a health insurance license? 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.

• Phase 1: Customer support and IFG learning through 2026 AEP
• Phase 2: Licensing and customer success training after AEP
• Career Goal: Licensed Customer Success Agent in early 2027

What You Will Do

• Phase 1: AEP Customer Support and Business Learning
  • 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.
• Important: During this phase, you will not recommend, market, sell, or enroll customers in health plans. Commission is not available during the non-licensed phase.
• Phase 2: Licensing and Customer Success Preparation
  • 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.
  • After successful licensing, training, readiness requirements, and business approval, transition into licensed customer success responsibilities.
• Future Licensed Customer Success Responsibilities
  • 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.

Qualifications

• 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.
• 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.

Preferred Qualifications

• 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.

Benefits

• Medical, dental and vision benefits.
• 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 and many other opportunities.

Additional Information

• This is a fully remote, work-at-home position with the Reliance Brokerage Customer Success Team.
• Full-time schedule: 40 hours per week.
• Shifts may fall between 8:00 a.m. and 8:00 p.m. Eastern Time and may include weekends during peak season.
• Associates who communicate with customers in a language other than English must successfully complete the required language proficiency assessment.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
• Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
• Scheduled Weekly Hours: 40
• Pay Range: $48,900 - $66,200 per year.

Application Deadline

10-18-2026

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.