Senior Analyst, Benefits Customer Service Position Summary: The Senior Analyst, Benefits Customer Service requires providing support for all aspects of benefits programs and developing metrics related to internal and external customer service. The Senior Analyst will provide monthly evaluations to the Benefits team on trending areas and process efficiency. They will work closely with specified business partners and serve as a liaison between front-line teams for data. This position also leads crewmember interactions related specifically but not limited to, business plans, direct bill, qualified life events, Affordable Care Act (ACA), and COBRA, requiring a can-do attitude aiming towards 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: Provide comprehensive analysis inclusive of customer service and business partner productivity
Acts as a trusted advisor and educator, with an in-depth understanding and strong communication abilities on benefit design packages to internal customers
Interprets plan benefits and resolves concerns and enrollment issues while establishing rapport
Interacts with internal and external customers verbally and in written form to ensure appropriate satisfaction is achieved
Identify and recommend efficiency opportunities and initiatives
Develop dashboard reports trends
Prepares ad hoc reporting and analyses, including contributing data and spreadsheet preparation
Work closely with Manager, Benefits to develop trend models and update assumptions
Work collaboratively with cross-functional teams to ensure a seamless customer experience
Maintain and lead bi-weekly Business Partner meetings
Navigate applicable Business Partners systems portals to support inquiries and processes
Develop defined and measurable metrics of success for Business Partners related to customer satisfaction and processes
Act as liaison for technology files
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
Three (3) years of experience in customer service or any combination of education and experience that would provide an equivalent background
Prior experience with HRIS systems
Proficient with the Microsoft Office suite and proficient in 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: Three (3) 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)
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 $56,500.00 and $103,100.00 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.
