Analyst Benefits Customer Service

Jetblue Airways; Seattle (WA); On-site; USD 50,000 - 89,600; Full time

Job summary

JetBlue Airways in Seattle is seeking an Analyst, Benefits Customer Service to support all aspects of benefits programs, using dashboards and reporting metrics to ensure excellent internal and external service. You will work with Senior Analyst, Benefits Customer Service, lead crew interactions related to benefit plans, enrollment issues, and compliance with government regulations, including ACA and COBRA.

A foundation in leaves and related programs is required, with strong communication and

Qualifications

• Bachelor’s degree in Business Management, HR, or related field, or 4+ years of related work experience.
• One 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.
• Availability 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.

Responsibilities

• Understand comprehensive analysis inclusive of claims, financials, and customer service productivity.
• Act as a trusted advisor and educator, with an in‑depth understanding and strong communication abilities on benefit design packages to internal customers.
• Interpret plan benefits and resolve concerns and enrollment issues while establishing rapport.
• Interact with internal and external customers verbally and in written form to ensure appropriate satisfaction is achieved.
• Identify and recommend efficiency opportunities and initiatives.
• Prepare ad‑hoc reporting and analyses, including contributing data 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 internal Customer Service team and external Business Partner meetings.
• Gather and analyze data for workgroups in areas of leave management, health & welfare, and retirement.
• Navigate applicable Business Partners systems portals to support inquiries and processes.
• Conduct regular internal audits to ensure compliance in all regulatory areas.
• Develop defined and measurable metrics of success for Business Partners network.
• Provide support for open enrollment and other benefits‑related events.
• Other duties as assigned.

Skills

Analytical experience

Excellent communication

Data-driven mindset

Education

Bachelor’s Degree in Business Management, Human Resources, or related field

4+ years related work experience

Tools

HRIS systems

Microsoft Excel

Job description

Full job description – Analyst, Benefits Customer Service

The Analyst, Benefits Customer Service, is responsible for providing support for all aspects of benefits programs. They work closely with the Senior Analyst, Benefits Customer Service, utilizing dashboards and reporting metrics to ensure excellent internal and external customer service. The Analyst conducts monthly evaluations of different areas’ trends and provides explanations of efficiency to the benefits team. The Analyst also serves as the primary point of contact for overall Business Partner Management, acting as a liaison between different teams for data. This position leads crew‑member interactions related to benefit plans, direct bill, qualified life events, Affordable Care Act (ACA), and COBRA, requiring a can‑do attitude aiming toward 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

• Understand comprehensive analysis inclusive of claims, financials, and customer service productivity.
• Act as a trusted advisor and educator, with an in‑depth understanding and strong communication abilities on benefit design packages to internal customers.
• Interpret plan benefits and resolve concerns and enrollment issues while establishing rapport.
• Interact with internal and external customers verbally and in written form to ensure appropriate satisfaction is achieved.
• Identify and recommend efficiency opportunities and initiatives.
• Prepare ad‑hoc reporting and analyses, including contributing data 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 internal Customer Service team and external Business Partner meetings.
• Gather and analyze data for workgroups in areas of leave management, health & welfare, and retirement.
• Navigate applicable Business Partners systems portals to support inquiries and processes.
• Conduct regular internal audits to ensure compliance in all regulatory areas.
• Develop defined and measurable metrics of success for 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 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.
• Availability 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.
• 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, exhibiting the 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 $50,000.00 and $89,600.00 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.