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

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About the role

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 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 colleagues, customers, and the company through best-in-class service.

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, monitoring complex alarm and surveillance systems, and coordinating appropriate responses to alerts. The analyst creates reports, maintains detailed logs of all calls and activities, and contacts relevant security and non-security colleagues to coordinate responses or resolve issues. This individual reports events to field, branch, and/or home office partners per policy and leadership guidance.

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 dispatches proper authorities.
• Operates all BSOC equipment and peripheral equipment under supervision.
• Interacts with external and internal customers via telephone, email, and in person to 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 field, branch, or home office partners.
• Responds to initial emergency issues and coordinates appropriate actions per policy related to home offices, branches, 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 and safety for all colleagues, including those who travel.
• Monitors access control, burglar alarms, fire safety systems, and CCTV systems and coordinates 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 assigned by the SOC leadership team.

Requirements

• High school diploma or equivalent; college degree preferred.
• 1-3 years 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 answering 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 skills.
• 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.

Pay

The base salary for this position reflects the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education, and geographic location.

Benefits

Our Total Rewards include comprehensive benefits and differentiated compensation offerings to support employees' physical, financial, emotional, and social well-being. Benefits encompass:

• Extensive benefits programs designed to meet individual and family needs.

Learn more about our benefits on the 53.com Careers page.

Schedule

This role operates on a flexible schedule, including a combination of days, evenings, nights, and weekends totaling 40 hours per week with occasional overtime. Specific shift: 3 PM - 11:30 PM.