SOACC Operations Specialist II - 1st shift

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role‑specific responsibilities and business needs. 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. 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. 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 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 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 Skills 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 Minimum Education Requirement High School Diploma / GED / Secondary School or equivalent Shift 1st shift (United States of America) Hours Per Week 40 #J-18808-Ljbffr Bank of America