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Bank of America SOACC Operations Specialist I - 2nd Shift - Charlotte, NC in Kansas City, Missouri

SOACC Operations Specialist I - 2nd Shift - Charlotte, NC

Charlotte, North Carolina;Kansas City, Missouri

Job Description:

Operations Specialist is required to work 2nd Shift Schedule: 2:30 PM – 11:00 PM; with set days off (Tuesday, Wednesday or Wednesday, Thursday). Weekends and some holidays required.

Operations Specialists work in a team structured 24 hours command center and are responsible for answering phone calls related to emergencies, life safety, asset protection, security or criminal issues and assist employees and vendors with general information requests. Incidents reported to SOACC may result in impact to Bank of America’s employees, customers or facilities and Operations Specialists mitigate immediate threats by providing swift engagement of appropriate local resources. Operations Specialists adhere to Bank of America procedures while monitoring and reacting to life safety and burglar alarms activations in Bank of America facilities equipped with alarm and DVR / video systems.

Operations Specialist is required to work 2nd Shift Schedule: 2:30 PM – 11:00 PM; with set days off (Tuesday, Wednesday or Wednesday, Thursday). Weekends and some holidays required.

Operations Specialists provide direction, effective communication and outstanding customer service for Employees in very stressful situations and maintain a professional composure at all times while gathering situational awareness of all life safety, criminal or otherwise impacting incidents to open concise engagement communications in the Corporate Security Incident Management System. Through this process, Operations Specialists engage Protective Services, Life Safety, Threat Management, GIS, FIG, local, state and federal law enforcement, Corporate Workplace, and other groups as required to mitigate and bring resolution to incidents reported to SOACC.

Key objectives for this position:

  • Meet all objectives of the Operations program operating within a stable workforce of engaged, cooperative, spirited and well coached team of professional employees

  • Maintain compliance with LOB policies and procedures to include work schedules and timekeeping routines as directed by their managers

  • Participate in ongoing cross training and career development activities

  • Engagement of appropriate support resources during technology issues or outages

  • Liaison between SOACC and LOB to provide assistance and timely resolution for routine issues

  • Participate in investigations of physical security incidents and other incidents as directed, providing timely, thorough and accurate documentation appropriate for distribution to SOACC management.

Required Skills/Qualifications:

  • High degree of professionalism with a service-minded attitude

  • Strong attention to detail

  • Effective interpersonal, communication and writing skills

  • Ability to manage a high volume of phone calls (inbound/outbound)

  • Rapidly analyze complex alarm and incident information from systems used by SOACC and maintain proficient operational knowledge of these systems as technology advances.

  • Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

  • Typing speed - 40wpm or better

  • Ability to execute on approved business strategies with appropriate management support

  • Must have a valid driver’s license

  • Must be able to work 2nd shift hours/schedule (2:30pm-11:00pm)

Desired Skills:

  • Security, Command or Call Center experience

  • Proficiency in MASterMind Alarm Monitoring, RemoteLink, Compass, NICE and Crystal Report Writer software

  • Demonstrated proficiency in digital video management, video systems, and intrusion detection

  • Versed in Microsoft SharePoint site usage

  • 2-3 years of experience in a corporate security role, and a basic understanding of system technologies (alarms, video, and access control)

  • Must be comfortable working in a dynamic, ever-evolving work environment where operational experience is key to advancement and continued success within the LOB.

  • Bilingual

  • College degree from an accredited university

Job Band:

H7

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

230 PM - 11 PM; with set days off (Tuesday, Wednesday or Wednesday, Thursday). Weekends and some holidays required.

Referral Bonus Amount:

0

Job Description:

Operations Specialist is required to work 2nd Shift Schedule: 2:30 PM – 11:00 PM; with set days off (Tuesday, Wednesday or Wednesday, Thursday). Weekends and some holidays required.

Operations Specialists work in a team structured 24 hours command center and are responsible for answering phone calls related to emergencies, life safety, asset protection, security or criminal issues and assist employees and vendors with general information requests. Incidents reported to SOACC may result in impact to Bank of America’s employees, customers or facilities and Operations Specialists mitigate immediate threats by providing swift engagement of appropriate local resources. Operations Specialists adhere to Bank of America procedures while monitoring and reacting to life safety and burglar alarms activations in Bank of America facilities equipped with alarm and DVR / video systems.

Operations Specialist is required to work 2nd Shift Schedule: 2:30 PM – 11:00 PM; with set days off (Tuesday, Wednesday or Wednesday, Thursday). Weekends and some holidays required.

Operations Specialists provide direction, effective communication and outstanding customer service for Employees in very stressful situations and maintain a professional composure at all times while gathering situational awareness of all life safety, criminal or otherwise impacting incidents to open concise engagement communications in the Corporate Security Incident Management System. Through this process, Operations Specialists engage Protective Services, Life Safety, Threat Management, GIS, FIG, local, state and federal law enforcement, Corporate Workplace, and other groups as required to mitigate and bring resolution to incidents reported to SOACC.

Key objectives for this position:

  • Meet all objectives of the Operations program operating within a stable workforce of engaged, cooperative, spirited and well coached team of professional employees

  • Maintain compliance with LOB policies and procedures to include work schedules and timekeeping routines as directed by their managers

  • Participate in ongoing cross training and career development activities

  • Engagement of appropriate support resources during technology issues or outages

  • Liaison between SOACC and LOB to provide assistance and timely resolution for routine issues

  • Participate in investigations of physical security incidents and other incidents as directed, providing timely, thorough and accurate documentation appropriate for distribution to SOACC management.

Required Skills/Qualifications:

  • High degree of professionalism with a service-minded attitude

  • Strong attention to detail

  • Effective interpersonal, communication and writing skills

  • Ability to manage a high volume of phone calls (inbound/outbound)

  • Rapidly analyze complex alarm and incident information from systems used by SOACC and maintain proficient operational knowledge of these systems as technology advances.

  • Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

  • Typing speed - 40wpm or better

  • Ability to execute on approved business strategies with appropriate management support

  • Must have a valid driver’s license

  • Must be able to work 2nd shift hours/schedule (2:30pm-11:00pm)

Desired Skills:

  • Security, Command or Call Center experience

  • Proficiency in MASterMind Alarm Monitoring, RemoteLink, Compass, NICE and Crystal Report Writer software

  • Demonstrated proficiency in digital video management, video systems, and intrusion detection

  • Versed in Microsoft SharePoint site usage

  • 2-3 years of experience in a corporate security role, and a basic understanding of system technologies (alarms, video, and access control)

  • Must be comfortable working in a dynamic, ever-evolving work environment where operational experience is key to advancement and continued success within the LOB.

  • Bilingual

  • College degree from an accredited university

Shift:

2nd shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21027250

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Tara Slater

Referral Bonus:

0

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