Bank Of America SOACC Operations Specialist - 2nd Shift City MO 

United States, Missouri, Downtown Kansas City 

342579626

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.

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 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

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

High School Diploma / GED / Secondary School or equivalent

2nd shift (United States of America)