SOACC Operations Specialist II - 1st shift

Bank of America•Charlotte, NC

22h•Onsite

About The Position

This job is responsible for the initial and elevated response to emergencies/critical incidents reported to the 24-hour command center. Key responsibilities include ensuring support and coordination between reporting parties and various teammates, law enforcement and vendors, and participating in various training support activities. Job expectations include identifying process improvements by relaying lessons learned and participating in complex projects to support quality assurance and process enhancements. This job is responsible for the initial and elevated response to emergencies/critical incidents reported to the 24-hour Securities Operations Analysis Command Center (SOACC). Key responsibilities include ensuring support and coordination between reporting parties and various teammates, law enforcement and vendors, and participating in various training support activities. 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.

Requirements

Knowledge of Security Protocols: Understanding of security protocols and emergency response procedures.
Crisis Management: Experience in handling crisis situations calmly and effectively.
Must be highly organized with strong attention to detail
Ability to accurately identify issues, implement effective resolutions and/or make recommendations to appropriately elevate to senior management
Rapidly analyze complex alarm and incident information from systems used by SOACC and maintain proficient operational knowledge of these systems as technology advances.
High degree of professionalism with a service-minded attitude
Effective interpersonal, communication and writing skills
Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
Typing speed – 45 wpm or better
Ability to work in a team environment is essential
Must be able to work 1st shift (6:30am - 3pm EST) . but have flexibility to work across shifts, including potential nights / weekends as needed

Nice To Haves

Active Listening
Adaptability
Attention to Detail
Crisis Management
Executive Presence
Critical Thinking
Decision Making
Prioritization
Problem Solving
Transportation Services Management
Administrative Services
Collaboration
Customer and Client Focus
Issue Management
Written Communications

Responsibilities

Responds to inbound calls into SOACC Command Center
Documents engagement reports pertaining to physical security incidents
Monitors and responds to security system alerts
Manages access to monitored facilities in line with standards
Organizes and manages information flows between reporting parties and the incident management system, ensuring data integrity, confidentiality and accessibility