Member Retirement Coordinator

About this role

About Integrity Marketing Group Integrity Marketing Group is one of the nation’s leading independent distributors of life and health insurance products focused on serving the senior market. Founded in 2006, Integrity develops and distributes life and health insurance products with insurance carrier partners and markets these products through its distribution network, which includes other large insurance agencies located throughout the country that have over 100,000 independent agents.

About Western Asset Protection Western Asset Protection (WAP) is a national Field Marketing Organization (FMO) supporting more than 2,500 agents, 75+ agencies, and 25+ carrier partners across all 50 states. WAP specializes in helping agents, agencies, and consumers navigate Medicare and health insurance solutions through innovative technology, training, and service. As part of the Integrity family of companies, WAP combines deep industry expertise with a commitment to helping people protect their health, wealth, and future.

Position Summary The Member Retirement Coordinator (Career Licensed Only Agent – LOA) serves as a trusted resource and frontline advisor for individuals approaching retirement and Medicare eligibility. In this role, you will actively engage, educate, and guide prospective and existing members through key healthcare milestones, including Medicare enrollment timelines, plan options, and coverage transitions. Supporting a growing book of over 10,000 clients, you will play a critical role in driving member acquisition, retention, and satisfaction by delivering personalized guidance that empowers confident healthcare decisions and long-term loyalty. This position also offers the opportunity to identify and support additional sales opportunities, including cross-selling and referrals, while partnering closely with licensed agents to contribute to overall revenue growth and expanded member relationships

Primary Responsibilities:

Member Education & Support • Serve as a primary point of contact for individuals approaching Medicare eligibility and retirement. • Educate members on Medicare enrollment timelines, eligibility requirements, and available coverage options. • Conduct outbound and inbound communications regarding retirement and Medicare-related opportunities. • Schedule consultations between prospective members and licensed insurance agents. • Help members understand key healthcare terminology and retirement-related insurance concepts. • Provide exceptional service while maintaining a consultative and empathetic approach. • Retirement Transition Coordination • Guide individuals through retirement healthcare planning milestones. • Assist members in preparing for Medicare Initial Enrollment Periods (IEP), Special Enrollment Periods (SEP), and Annual Enrollment Period (AEP) activities. • Coordinate follow-up activities to ensure members receive timely information and support. • Track member interactions and maintain accurate records throughout the retirement transition journey. • Identify potential gaps in coverage and connect members with appropriate licensed professionals. • Relationship Management • Build strong relationships with prospective and existing members. • Establish trust through proactive communication and responsive service. • Collaborate with insurance agents and sales teams to ensure a positive membership. • Follow up on member inquiries, questions, and service requests. • Support member retention initiatives through ongoing engagement and education. • Administrative & Operational Support • Maintain accurate member records within CRM and enrollment systems. • Document all member interactions according to company compliance standards. • Coordinate appointments, educational events, webinars, and retirement planning workshops. • Generate reports and track key performance metrics related to member engagement and retention. • Assist with special projects and member outreach campaigns. • Compliance & Quality • Follow Medicare, CMS, HIPAA, and company compliance requirements. • Protect confidential member information and ensure proper handling of personal health information. • Stay current on Medicare regulations, product updates, enrollment requirements, and industry trends. • Ensure all communications are compliant and accurately documented.

Required Qualification: • High School Diploma or GED required; associate or bachelor’s degree preferred. • Minimum 2 years of customer service, healthcare, insurance, retirement services, Medicare, or related experience. • Strong communication and interpersonal skills. • Excellent organizational and time management abilities. • Ability to manage multiple priorities in a fast-paced environment. • Proficiency with Microsoft Office products and CRM systems. • Strong attention to detail and documentation accuracy. • Ability to maintain confidentiality and professionalism.

Preferred Qualifications: • Medicare, health insurance, or retirement planning experience. • Current or previously held Life and Health Insurance License. • Experience working with Medicare Advantage, Medicare Supplement, or Part D plans. • Experience supporting insurance agents, brokers, or enrollment teams. • Bilingual Spanish/English skills preferred. • Familiarity with HIPAA and CMS compliance requirements.

Core Competencies • Member Advocacy • Customer Service Excellence • Retirement Readiness Education • Medicare Knowledge • Relationship Building • Communication Skills • Problem Solving • Attention to Detail • Organization & Time Management • Compliance Awareness • Team Collaboration

Success Measures • Success in this role may be measured by: • Member satisfaction and service quality scores • Timely completion of retirement outreach activities • Appointment conversion and engagement metrics • Retention and relationship-building effectiveness • Accuracy of member records and documentation • Compliance adherence and audit results • Successful support of retirement an

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