TD Bank
Human Resources Contact Center Specialist
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.
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.