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

Fifth Third; Cincinnati (OH); On-site; USD 45,000 - 60,000; Full time

Job summary

Fifth Third Bank is seeking a Bancorp Security Operations Center Analyst II who will be on a 3pm-11:30pm shift in Cincinnati. The role focuses on answering calls regarding suspicious activity and monitoring security systems to coordinate timely responses.

You will document events, generate reports, and liaise with field, branch, and home office teams. Ideal candidates bring 1–3 years of emergency communications experience, strong multitasking ability, and proficiency with MS Office.

Qualifications

• High school diploma or equivalent; college degree preferred.
• 1-3 years of 911 Dispatching or Emergency Communications Experience or related field.
• 4 week on-the-job training required.
• Successful completion of CSAA testing, PACOM, and March Training.
• Ability to defuse emotional situations and give clear safety instructions.
• Ability to multi-task in a high-intensity environment; 40 hours weekly with possible overtime.
• Experience with Microsoft Office Suite.

Responsibilities

• Responds to alarm signals and life safety devices.
• Handles emergency and non-emergency calls and coordinates response.
• Maintains and dispatches logs and reports.
• Monitors BSOC equipment and coordinates with security teams.
• Demonstrates strong written and verbal communication in incident reporting.

Skills

Communication

Multi-tasking

Time management

Teamwork

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office Suite

Job description

Make banking a Fifth Third better® We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

GENERAL FUNCTION

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

#LI-EG1 Bancorp Security Operations Center Agent II 3pm-11:30pm

PAY & BENEFITS

The base salary for this position is reflective of 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.

Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

AGENCY & SEARCH FIRM POLICY

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

EEO STATEMENT

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

OTHER

Introduce yourself to our team to stay connected on future opportunities. We look forward to finding the right place for you. Are you ready to take the next step? Fifth Third is a bank that is as long on innovation as it is on history. Since 1858, we've been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.