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Call Monitoring Analyst

TD Bank
Full Time
Mount Laurel, NJ 08054
Posted Today
Job description

TD Description

About TD Bank, America's Most Convenient Bank®

TD Bank, America's Most Convenient Bank, is one of the 10 largest banks in the U.S., providing more than 8 million customers with a full range of retail, small business and commercial banking products and services at approximately 1,300 convenient locations throughout the Northeast, Mid-Atlantic, Metro D.C., the Carolinas and Florida. In addition, TD Bank and its subsidiaries offer customized private banking and wealth management services through TD Wealth®, and vehicle financing and dealer commercial services through TD Auto Finance. TD Bank is headquartered in Cherry Hill, N.J.

TD Bank, America's Most Convenient Bank, is a member of TD Bank Group and a subsidiary of The Toronto-Dominion Bank of Toronto, Canada, a top 10 financial services company in North America. The Toronto-Dominion Bank trades on the New York and Toronto stock exchanges under the ticker symbol "TD".

Department Overview

The Phone Channel GOS group is the central unit for the strategic management of Phone Channel policies, standards and processes that help manage and mitigate regulatory, legislative and operational risk. The Call Monitoring Analyst is responsible for oversight, risk-based identification and monitoring of operational risks and regulatory compliance across the supported Phone Channel / Vendor businesses, while ensuring key controls and processes are effectively managed.

Job Description

Job Description
Depth & Scope:

Provides support to the business successfully achieving satisfactory audit results through call assessments
Ensures accuracy of execution to policy and procedures
Monitors compliance of inbound and outbound calls from a variety of queues
Provides feedback to business line on areas of strength and improvement
Recognizes methods to improve customer expectations
Identifies and reports discrepancies in procedures that impact the customer experience

Job Requirements

Must be eligible for employment under regulatory standards applicable to the position.


Education & Experience:

Bachelors degree or comparable experience
1+ years related experience.
Strong understanding of Phone Channel products and services
Excellent interpersonal skills in conjunction with strong communication skills in both verbal and written formats
Time management, organizational skills, ability to work independently and as part of a team are essential to this position
Flexibility, attention to detail, aptitude to multi-task and the ability to learn quickly
Strong judgment skills and ability to accurately justify all decisions made in regards to call monitoring
Experience in another business unit outside of Phone Channel considered an asset
Spanish Language skill-set considered an asset

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.


At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live in and serve, and creating an environment where every employee has the opportunity to reach their potential.

If you are a candidate with a disability and need an accommodation to complete the application process, email the TD Bank US Workplace Accommodations Program at [email protected] . Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Job Family

Business Programs & Delivery

Job Category - Primary

Administrative / Clerical / Support

Job Category(s)

Administrative / Clerical / Support



Hours/Availability Detail


Business Line


Time Type

Full Time

Employment Type



United States


New Jersey


Mount Laurel

Work Location

Mt Laurel - 6000 Atrium Way

Work Remotely


**Province/State (Primary)

New Jersey

City (Primary)

Mount Laurel

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