JOB DESCRIPTION:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

JOB DESCRIPTION:

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.
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.

REQUIRED QUALIFICATIONS:

• 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 and can handle several tasks concurrently and prioritize work appropriately.
• Ability to work in a team environment is essential.
• Rapidly analyze complex alarm and incident information from systems used by SOACC and maintain proficient operational knowledge of these systems as technology advances.
• Ability to work flexible shift schedules.
• Ability to accurately identify issues, implement effective resolutions and/or make recommendations and appropriately elevate to senior management.
• The Operations specialist must be flexible, energetic, and willing to take ownership for work performed and decisions made during the course of duty.
• High degree of professionalism with a service-minded attitude
• Strong attention to detail
• Effective interpersonal, communication and writing skills
• Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Typing speed – 45 wpm or better
• Ability to execute on approved business strategies with appropriate management support
• Must have a valid driver’s license
• Must be able work 2nd shift hours/schedule

DESIRED QUALIFICATIONS:

• Associate’s degree in Criminal Justice, an IT related field or equivalent work experience
• Experiences working in a Global Security Command Center

SKILLS:

• Active Listening
• Adaptability
• Attention to Detail
• Crisis Management
• Critical Thinking
• Decision Making
• Prioritization
• Problem Solving
• Collaboration
• Customer and Client Focus
• Issue Management
• Written Communications
• Oral Communication
• Emotional Intelligence
• Due Diligence
  Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

• 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 accessibilit
• Supports multiple specialty security teams, to include False Alarms/Permitting, ATM Security, Mastermind Site Programming, and Alarm or Video Programming
• Engages resources as appropriate during technology issues and outages
• Identifies process improvements across SOACC functions
• Participates in projects and initiatives related to the SOACC function