Bancorp Security Operations Center Agent II 3pm-11:30pm

Bancorp Security Operations Center Agent II

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The Bancorp Security Operations Center (BSOC) is a 24/7 global crisis monitoring and reporting center that provides time-critical indications, warning, command and control for weather-related emergencies, natural disasters, criminal activities, and geo-political crises affecting our colleagues across the global enterprise. The BSOC is Fifth Third Bancorp's Central Alarm Monitoring Station and single point of contact for all emergency and non-emergency physical security and safety issues. The BSOC documents and reports all necessary information and coordinates communication and/or necessary actions to ensure a proper and timely response to all crisis/physical security incidents. It maintains situational awareness of local, regional, and national events that could impact Fifth Third Bank colleagues and locations. The BSOC operates 24 hours a day, 7 days a week, 365 days a year, ensuring the protection of our Colleagues, Customers, and Company through Best in Class Service. Our mission is to become the leading bank security and safety department whose capabilities, knowledge of our business and understanding of our customer allows us to ensure associate safety, mitigate losses and effectively respond to crisis situations.

The Bancorp Security Operations Center Analyst is an individual contributor position within the BSOC. This role is responsible for answering incoming calls regarding suspicious activity and/or security related events, and for monitoring complex alarm and surveillance systems and coordinating appropriate response to alerts. The Bancorp Security Operations Center Analyst creates reports and maintains detailed logs of all calls and activities, and contacts relevant security and non-security colleagues to coordinate response or for assistance resolving issues. This individual reports these events to our field, branch, and/or home office partners per policy and leadership guidance. The Bancorp Security Operations Center Analyst reports directly to the Security Operations Center Manager, but takes tactical direction from BSOC Supervisor and Director of CSI & BSOC Operations when directed.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Essential Duties and Responsibilities:

• Responds to alarm signals and life safety devices such as Fire Alarms, Panic, Medical, etc.
• Responds to emergency and non-emergency inbound phone calls such as workplace violence, bank robbery, medical emergencies, active aggressors, etc.
• Makes outgoing phone calls and dispatch proper authorities.
• Operates all BSOC equipment and peripheral equipment under supervision.
• Interacts with external and internal customers via telephone, email and in person independently and promote a positive customer service atmosphere.
• Creates reports and maintains detailed logs of all calls and activities.
• Contacts relevant security and non-security colleagues to coordinate response or for assistance resolving issues.
• Monitors complex alarm and surveillance systems and coordinates appropriate response to alerts.
• Demonstrates excellent customer service skills when answering calls from our field, branch, or home office partners.
• Responds to initial emergency issues and coordinates appropriate actions per policy related to the home offices, branch, call centers, and corporate offices.
• Demonstrates expert written and verbal communication skills to accurately report incidents dealing with theft, safety, and other threat issues.
• Monitors the security & safety for all colleagues, including those who travel.
• Monitors access control, burglar alarms, fire safety systems, and CCTV systems and coordinate issue resolution with the enterprise physical security team.
• Monitors internet, social media, news, and vendor media sources for global security issues, following protocol in case of an emergency situation.
• Performs other duties as may be assigned by the SOC leadership team.

Minimum Knowledge, Skills and Abilities Required:

• High school diploma or equivalent, college degree preferred.
• 1-3 year(s) of 911 Dispatching or Emergency Communications Experience, Law Enforcement or Criminal Justice related field.
• Successful completion of 4 week on the job training.
• Successful completion of critical skills tests (CSAA testing, PACOM, & March Training).
• Ability to defuse emotional situations and effectively deliver instructions regarding safety.
• Ability to multi-task and work a flexible schedule including a combination of days, evenings, nights, and weekends totaling 40 hours per week with occasional overtime.
• Work effectively within a high-intensity environment answers incoming calls regarding suspicious activity and/or security related events.
• Competency to perform all disaster recovery tasks, including BSOC operation.
• Self-motivated problem solver with demonstrated analytical skill set.
• Good organizational, multi tasking, and time management skills.
• Ability to work in a team environment.
• Demonstrated verbal and written communication skills, 30 wpm.
• Experience with Microsoft Office Suite.

Working Conditions:

• General office environment in a Central Station setting.
• Extended viewing of computer monitors/screens.
• Minimal domestic travel may be required.

Location -- Cincinnati, Ohio 45202