Benefits Counselor- Active

Aptia Group

8d•Hybrid

About The Position

About Aptia Founded to shape the future of pensions, health, and insurance solutions, Aptia is a leading professional services firm dedicated to simplifying complexity for businesses and individuals. We bring together cutting-edge technology and deep industry expertise to help organisations navigate an evolving landscape with clarity and confidence. With a presence in the US, UK, India, and Portugal, we support over six million people and more than 1,100 clients, delivering solutions that drive efficiency, enhance financial security, and provide peace of mind. Our strength lies in the combination of smart technology and expert teams, ensuring that managing pensions, health, and insurance is more effective. By focusing on innovation, accessibility, and client success, we help businesses take care of their people, so they can focus on what they do best. And we are expanding. Aptia Group is not only fueled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. Our values aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. Job requirements Our Aptia Benefits Counselors are the front line of Aptia Group’s participant experience for enrolling and assisting participants in a variety of employer provided benefits. You will educate employees regarding benefits offered by their employer and compassionately guide them through the enrollment process. Please note: This posting includes multiple openings under the Benefits Counselor-Active role. By applying, you will be considered for all openings associated with this title.

Requirements

Experience: 1–3 years in benefits administration, health insurance customer service, contact center, or TPA operations preferred
Skills: Exceptional verbal/written communication and active listening.
High attention to detail; strong documentation discipline.
Problem solving and de‑escalation under time pressure.
Comfort navigating multiple systems and screens.
Must be able to multi-task (working on administrative tasks in between phone calls)
Familiarity with Microsoft suite applications (Word, Excel, PowerPoint)
Education: High school diploma or equivalent required; associate or bachelor’s degree a plus.
License: Life and Health license for your resident state or ability to obtain license with in first 6 months of employment

Nice To Haves

Prior experience at a third‑party administrator or benefits outsourcing firm
Exposure to medical/dental/vision plan structures, and carrier enrollment workflows
Bilingual (e.g., Spanish/English) a plus

Responsibilities

Participant Counseling & Customer Support Answer inbound calls professionally, with a positive attitude and care throughout the calls
Provide benefit education, assist with enrollments, assist with insurance needs and challenges
Perform research to answer coverage questions and be able to compare plan offerings
Use provided resources to research questions
Leverage your computer navigation skills to move between multiple screens and systems including guiding the caller to navigate their systems as well
Be compliant in all areas of processing, ensuring all transactions are completed timely and accurately
Case Handling & Processing Document all calls in accordance with Aptia’s procedures
Initiate, update, and close participant cases; documenting all contacts accurately and timely
Compliance & Quality Adhere to federal, HIPAA privacy/security, and ERISA requirements; follow state-specific guidelines where applicable
Meet quality assurance targets across accuracy, completeness, and compliance checkpoints
Carrier Coordination Collaborate with carriers and internal operations to confirm coverage status, effective dates, enrollments, and terminations
Partner with client service teams and leadership to support escalated participant issues
Continuous Improvement Participate in training, huddles, and calibration sessions; contribute to knowledge base content