HR Contact Center Specialist

TD Bank • Greenville, SC

44d • $23 - $31

About The Position

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.

Requirements

• 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)

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees