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.

What you will be doing:

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

What we are looking for:

• 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

Preferred Qualifications

• 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

Location:

• Work Model: Hybrid, in our Lake Mary office a minimum of 3 days per week. A quiet, confidential workspace required at home for participant calls

Schedule & Shift

• Operating Hours: Monday–Friday, 7:00 a.m.– 9:00 p.m. EST time

• Multiple shifts within Operating hours

  • Saturday coverage (limited, voluntary or scheduled during peak demand)

• Peak Season Flexibility: Extended hours during Q4/Q1 open enrollment

How to apply

If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.