Title:  Analyst Benefits Customer Service

Analyst, Benefits Customer Service

Position Summary:

The Analyst, Benefits Customer Service, is responsible for supporting all aspects of benefits programs. They work closely with the Senior Analyst, Benefits Customer Service, using dashboards and reporting metrics to ensure excellent internal and external customer service. The Analyst conducts monthly trend evaluations across different areas and provides efficiency explanations to the benefits team.

The Analyst also serves as the primary point of contact for overall Business Partner Management and acts as a liaison between teams for data. This position also leads crewmember interactions related to, but not limited to, benefit plans, direct bill, qualified life events, the Affordable Care Act (ACA), and COBRA, requiring a can-do attitude aimed at positive outcomes. The role requires a foundational understanding of leaves and other benefit programs, as well as compliance with all governmental regulations, including disability, federal, state, and city leave ordinances.

Essential Responsibilities:

• Ability to understand comprehensive analysis, including claims, financials, and customer service productivity
• Acts as a trusted advisor and educator, with an in-depth understanding and strong communication skills regarding benefit design packages for internal customers
• Interprets plan benefits, resolves concerns and enrollment issues, and establishes rapport  
• Interacts with internal and external customers verbally and in writing to ensure appropriate satisfaction is achieved
• Identify and recommend efficiency opportunities and initiatives
• Prepares ad hoc reports and analyses, including data contribution and spreadsheet preparation
• Work closely with Senior Analysts to develop trend models and update assumptions
• Collaborate with cross-functional teams to ensure a seamless customer experience
• Participate in bi-weekly reporting meetings on efficiencies between the internal Customer Service team and external Business Partner meetings
• Data gathering and analysis for workgroups in leave management, health & welfare, and retirement
• Navigate applicable Business Partners systems' portals to support inquiries and processes
• Conduct regular internal audits to ensure compliance across all regulatory areas
• Develop defined and measurable metrics of success for the Business Partners network
• Provide support for open enrollment and other benefits-related events
• Other duties as assigned           

Minimum Experience and Qualifications:

• Bachelor's Degree in Business Management, Human Resources, or related field; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least four (4) years of previous related work experience
• One (1) year of analytical experience in data consolidation, programming

• Prior experience with HRIS systems
• Proficient with the Microsoft Office suite and extensive Excel experience
• Excellent communication and analytical skills
• Available for occasional overnight travel (10%)
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications:

• Two (2) years of analytical experience in data consolidation, programming
• Experience working directly with benefits
• Experience in successful resolution of high-level/sensitive customer service issues preferred
• Certified Employee Benefit Specialist (CEBS) or Professional in Human Resources (PHR) certification

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work and travel flexible hours and be available to respond on short notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary, including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment
• Present for core hours but may increase based on fluctuating workload demands

Physical Effort: 

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently (Sedentary)

Compensation:

• The base pay range for this position is between $62,000.00 and $101,000.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.

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