Agent Support Representative

Agent Support RepresentativeBecome a part of our caring community and help us put health first. The Agent Support Representative provides timely and effective sales support to Humana's selling agents. The Agent Support Representative will handle a high volume of inbound and possible outbound phone calls to assist insurance agents with pre-enrollment inquiries including the following: agent compliance (contracting, licensing, and certification), pre-enrollment inquiries, and agent commissions.Where you come in:Perform inbound and outbound calls from internal and external selling agents in a fast-paced call center. Assist agents with all pre-enrollment inquiries including compliance verification, enrollment, product, and processes.Utilize documents, websites, and local networks to research and resolve inquiries of agents, involving member enrollment and company products.Leverage internal documentation and websites, along with online resources to investigate, guide, and support agents through pre-enrollment inquiries.Build and strengthen relationships with both internal and external agents helping to build Humana's brand by providing a perfect agent experience.Keep closely attuned to the needs and perspectives of agents and use these insights for the benefit of the business.Required work schedule:Virtual training will start day one of employment and runs for the first 4 weeks with a schedule of 10:00 AM 6:30 PM EST, Monday - Friday. Five additional training sessions will follow. Attendance is vital for your success, so no time off is allowed during training (no exceptions). Training timelines are subject to change.Must be in a secure, quiet place to work, free from any and all distractions, as it could interrupt your learning experience or agent's experience on the phone.Following training, must be available to work any shift between the hours of 8:00 AM to 9:00 PM EST, Monday Friday. Schedules are assigned based on business need, location, seniority and possibly attendance / performance. Associates will be taking inbound/outbound calls throughout the entirety of their day except for their scheduled breaks/lunches and any off-phone assignments approved by leadership.Please expect overtime opportunities, both voluntary and mandatory, along with some weekends.During the Annual Enrollment Period, which runs from October 15 December 7, must have the ability to work between the hours of 8:00 AM to 9:00 PM EST, Monday through Saturday (and possibly Sunday), with the flexibility to work overtime based on business needs. Schedules are based on business needs, location, and seniority, and are subject to change. No time off will be allowed during the first 7 business days or the last 7 business days of AEP.Use your skills to make an impactRequired qualifications:Minimum of 2 years of demonstrated experience in delivering exceptional customer service, with a proven ability to build positive relationships and resolve inquiries effectivelyCareer-oriented individuals seeking long-term growth opportunities within the organization are strongly encouraged to applyExcellent written and verbal communication skills, with the ability to confidently interact with internal teams and external partners in a professional mannerProficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Teams, Excel) and Adobe Acrobat, including the ability to open, edit, and manage PDF documentsStrong general computer skills, including system navigation, accurate typing, basic troubleshooting, and initial computer setupAbility to navigate multiple systems and applications simultaneously, utilizing search tools and resources to locate and process information efficientlyDemonstrated critical thinking, problem-solving, and emotional intelligence, with the ability to make sound decisions in a fast-paced environmentCommitment to remain within the department for a minimum of one (1) year, starting from the first day of employmentThe pay for this position is $23.00 Per HourPreferred qualifications:Associate or bachelor's degreePrior leadership/supervisory experienceBilingual in English and Spanish (potential increase in hourly rate for bilingual skills; see Additional Information below)Additional information: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 securityboth 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 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.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: $43,000 - $56,200 per yearApplication deadline: 12-16-2025About us: Humana Inc. (NYSE: HUM) is committed to putting health first for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.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. Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.