HR Contact Center Specialist

Work Location:

Hours:

Pay Details:

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 candidates 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:

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 Banks 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 TDs 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 worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

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:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll 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. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

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

Interview Process
Well 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 . Include your full name best way to reach you and the accommodation needed to assist you with the applicant process.