Bancorp Security Operations Central Station Shift Lead Tues-Sat 11PM-7:30AM

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GENERAL FUNCTION: Responsible for responding to all Bancorp Security Operations Center (BSOC) communication requests and alarm signals appropriately and executing life safety processes and procedures in a central station environment. Serve as a Team Lead to train and lead a team of Event Analysts and support daily central station events during assigned shifts.

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:

• Support and assist with all BSOC operational, customer service, and employee issues independently and as part of a team.

• Responsible for supporting Shift Supervisor in prioritizing work and delegating tasks to ensure proper coverage of functions.

• Leverage advanced knowledge to independently operate all BSOC equipment and peripheral equipment.

• Lead alongside Shift Supervisor training of other event analysts within the central station.

• Interact with external and internal customers via telephone, email and in person independently and promote a positive customer service atmosphere.

• Perform weekly quality assessments of assigned analysts, provide timely feedback, and communicate any issues or concerns to Shift Supervisor.

• Generate and construct daily reports for management review.

• Research and discover methods for improvement of service, and make detailed recommendations to management.

• Perform other duties as assigned, including specialized projects.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Demonstrated knowledge of traditional physical security equipment.

• Self motivated problem solver with demonstrated analytical skill set.

• Good organizational, multi tasking, and time management skills.

• Ability to work in a team environment.

• Accredited college associates degree preferred or 1 year supervisory experience preferred or combination of education and experience.

• Demonstrated verbal and written communication skills

• Successful completion of CSAA Advanced Central Station Operator Training Course (80%).

• Ability to lead and maintain composure during crisis situations.

WORKING CONDITIONS:

• General office environment in a Central Station setting

• Minimal domestic and international travel will be required

• This position requires working in a shift environment including Saturday and/or Sunday and holidays

Potential considerations include:

• Normal office environment with little exposure to dust, noise, temperature and the like.

• Extended time at desk and/or viewing computer screen.

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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.