SOACC Operations Specialist I at Bank of America in Kansas City, MO

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 response to emergencies and critical incidents reported to the 24-hour command center. Key responsibilities include providing operational support and coordination between reporting parties and various teammates, law enforcement and vendors within the incident management policy and system framework to ensure seamless communications. 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 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 different shifts with 2 rotating days off:
• 1st Shift: 6:30 AM - 3 PM
• 2nd Shift: 2:30 PM – 11 PM
• 3rd Shift: 10:30 PM – 7 AM

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
• Facilities Management
• Oral Communications
• Critical Thinking
• Customer and Client Focus
• Decision Making
• Emotional Intelligence
• Problem Solving
• Business Operations Management
• Collaboration
• Due Diligence
• 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