HR Contact Center Specialist

Work Location:

Greenville, South Carolina, United States of America

Hours:

40

Pay Details:

$23.25 - $30.75 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. 

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Human Resources

Job Description:

The Human Resources Contact Center Specialist provides resource support on all HR policy, process, and procedures including in depth knowledge of Benefits and Payroll processes and transactions and employee programs and services (including navigational support of all HR systems).  The Human Resources Contact Center provides guidance and support to all employees, retirees, people managers and the HR community and acts as the first point of contact (phone, email, chat) for all inquiries related to employee programs and services, HR policy, process, and procedures, including navigational support, and escalation of issues.

Depth & Scope:

• Acts as first point of contact for employee and people manager issues and escalates to Advice Channel when required
• Answers and resolves employee and people manager issues including navigational support and processing corrective transactions when required
• Provides advice on how to complete requests and/or determines options for next steps based on scenarios. These could include:  guidance related to completing HR responsibilities (year-end compensation, mid-year and year-end processes, resource planning); guidance related to making employee data changes (new hires, transfers, terminations, retiring); guidance related to the administration of employee programs (Service recognition, PTO/Vacation entitlement, time administration)
• Supports a continuous improvement environment by raising issues, escalating concerns, proactive identification of process changes and being an agent of change
• Maintains adherence to all audit/compliance and regulatory requirements
• Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
• Contributes positively to the team through the sharing of knowledge, ideas and active participation in meetings, coaching and personal development
• Achieves operational metrics in support of the delivery of the service center service level agreements and industry best practices. These include standards related to Contacts/Hour and Schedule Adherence
• Delivers legendary service experiences consistent with TD culture in all contacts (phone, email, chat) through extensive and in-depth knowledge of people manager and HR policy, process and procedures and employee programs; efficient navigational skills; and effective call control/business writing
• Keeps current with changes in people manager responsibilities as well as HR policy, process and procedures
• Reviews and completely understands deliverables of all weekly people manager communications
• Maintains a thorough knowledge of all HR policy, process and procedures including navigational support of all HR systems
• Maintains expertise in the areas of benefit and payroll processes and transactions
• Maintains a high-level knowledge of people manager accountabilities and responsibilities and in-depth knowledge of all employee programs and services
• Completes administrative tasks as assigned

Education & Experience:

• Minimum High School diploma or equivalent required, a minimum of an Associate Degree is preferred
• 1+ years of related experience
• Strong communication skills (written and verbal)
• Ability to provide legendary service in a fast-paced environment
• Good knowledge and understanding of overall HR policies, processes and procedures specializing in one or two specific areas (e.g.:  Payroll, Benefits, Compensation, People Leadership) would be an asset
• Excellent knowledge and navigational skills of HR systems
• Strong organizational skills, self-motivated and results driven
• Ability to share knowledge with peers
• Good time management and organizational skills
• Proficiency with MS Office (Word, Excel, PowerPoint)

Customer Accountabilities:

• Understands and supports the Bank's Customer Service Strategy
• Considers the impact of decisions on the well-being of TD, its Customers and stakeholders
• Provides the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
• Models quality service delivery at every interaction
• Leads and contributes to the ongoing improvement of the partner/Customer experience within the team

Employee/Team Accountabilities:

• Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience
• Participates fully as a member of the team and contribute to a positive work environment
• Ensures ongoing communication with the team on the status / progress of projects and issues / points of interest
• Actively shares information and knowledge and proactively learn from the expertise of others

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel – Occasional
• International Travel – Never
• Performing sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds – Occasional
• Sitting – Continuous
• Standing – Occasional
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying (under 25 lbs.) – Occasional
• Lifting/Carrying (over 25 lbs.) – Never
• Squatting – Occasional
• Bending – Occasional
• Kneeling – Never
• Crawling – Never
• Climbing – Never
• Reaching overhead – Never
• Reaching forward – Occasional
• Pushing – Never
• Pulling – Never
• Twisting – Never
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing and comprehending instructions – Continuous
• Adding, subtracting, multiplying and dividing – Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

 

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.  

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com.  Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.