Operations Specialist I

Job Description:
This job is responsible for the initial response to emergencies and critical incidents reported to the 24-hour command center. Key responsibilities include providing operational support and coordination between reporting parties and various teammates, law enforcement and vendors within the incident management policy and system framework to ensure seamless communications. Job expectations include documentation and resource management to facilitate timely response and resolution, providing administrative and logistical support, and monitoring and managing alarm and video systems.

The SOACC Operations Specialist I is responsible for physical security, life safety, threat management, technical security or intelligence analysis functions from a 24 hour command center. Assigned responsibilities ensure compliance with the Federal Bank Protection Act and other applicable federal, state and local regulations, life safety for employees and customers, the protection of bank assets and the timely communication of incident information to appropriate first responders, customers and all levels of leadership within Bank of America. Maintains professional composure while providing critical support for employees by engaging Protective Services, Life Safety, Threat Management, law enforcement, emergency medical services, property management and suppliers as required. Emphasis is placed on the employee's ability to consistently achieve production targets answering a steady volume of phone calls relating to life safety, asset protection, security issues, administrative and information inquiries while maintaining a strong attention to details, excellent verbal and written communications appropriate to the creation of concise incident reports capturing critical details and engaging appropriate parties while also monitoring, and maintaining BAC burglar alarm and DVR systems.

Responsibilities:

• Responds to inbound calls into SOACC Command Center
• Documents engagement reports pertaining to physical security incidents
• Monitors and responds to security system alerts
• Effectively maneuver complex situations with a high degree of professionalism
• Organizes and manages information flows between reporting parties and the incident management system

Physical Requirements:

Candidate will be required to be physically present onsite a minimum of 3 days out of the workweek to comply with workplace excellence. Workload occurs primarily using computer/telephony equipment; candidate will be required to be able to physically utilize such equipment.

Shift Requirements:

This position is a 1st shift - shiftwork position which may be rotating or steady shifts, depending on the needs of the organization, and all shift schedules are subject to last minute changes to meet the ever-changing world of physical security. As a result, flexibility, self-motivation, and enthusiasm are critical skills for this position.

This shift will require Saturday and Sunday work hours, and will have 2 days off Tuesday, Wednesday or Thursday.

Skills:

• Active Listening
• Adaptability
• Attention to Detail
• Facilities Management
• Oral Communications
• Critical Thinking
• Customer and Client Focus
• Decision Making
• Emotional Intelligence
• Problem Solving
• Business Operations Management
• Collaboration
• Due Diligence
• Issue Management

Required Qualifications:

• High School Diploma or GED: Required
• Knowledge of Security Protocols: Understanding of security protocols and emergency response procedures.
• Crisis Management: Experience in handling crisis situations calmly and effectively.

Desired Qualifications:

• Associate's or Bachelor's degree in a related field (e.g., Criminal Justice, Security Management) or equivalent work experience.
• Experience working in a GSOC

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
1st shift (United States of America)

Hours Per Week:
40