Benefits Support Agent

Position:

Job Description:

Location:

Contract Type:

Minimum Requirements:

Experience:

• A minimum of 1 year administration experience 
• Timesheet management experience advantageous 
• Bargaining Council exposure/experience advantageous

• Customer service experience essential

Education:

• Grade 12

Additional Requirements:

N/A

Roles and Responsibilities:

• Understands company policies and procedures  

• Understands the company reporting structures  

• Resolves face to face, telephonic and written queries from assignees, by means of: Confirmations of employment, IRP5 requests, Payslip requests  

• Assists with the distribution of relevant documentation via email to relevant assignee within the SOP deadline 

• Ensure the complete and accurate submission and tracking of provident fund applications and withdrawal are submitted through the required mechanisms 

• Assists assignee with benefit applications and statement retrieval Assists assignee with Bargaining Council applications 

• Checks SharePoint and UIF-assist mailbox daily for new requests 

• Processes all assignee UIF queries (includes face-to-face, telephonic and email from the DoL) 

• Ensures the prompt completion and distribution of UIF documentation within 7 days of receipt 

• Escalates to Regional Admin Manager where there are pending requests 

• Ensures the accurate tracking of all daily/weekly/monthly activity 

• Displays a practical working knowledge of the assignee payroll system to access and extract data from a range of different assignee files.

• Ensure that both internal and external customers service expectations are met

• Establish and maintain relationships with internal stakeholders 

• Assess assignee feedback and take appropriate remedial action where required

• Resolve assignee queries accurately and efficiently

• Proactively communicates and builds relationships with internal stakeholders