Global Security - Alarm Monitoring Center Specialist

Job Description
Join our team as a Lead in the Alarm Monitoring Center and play a crucial role in safeguarding lives and property. As a Lead in the Alarm Monitoring Center, you will be responsible for coaching and mentoring staff, assisting the manager with performance reviews and disciplinary actions, and ensuring prompt responses to alarm signals. Your role will involve dispatching police or service vendors, handling inbound calls related to alarm system issues, and conducting initial triage and troubleshooting. You will ensure effective escalation and management of incidents at each location, conduct basic troubleshooting of device outages, and report any false or problem incidents to the necessary department. You will also assist in producing documentation to support operations, ensure adherence to Standard Operating Procedures, and conduct critical alarm testing. Additionally, you will provide guidance to new starters and become proficient in new computer applications and systems. Lastly, you will be expected to engage in out-of-hours staffing issues by being contactable via email and telephone.
Job responsibilities

• Provide first-tier intake of all calls into the monitoring center and conduct initial triage and troubleshooting efforts, either rectifying the issue or routing it to the appropriate resource.
• Ensure all incidents are effectively escalated and managed at each location.
• Conduct basic troubleshooting of device outages to aid in speedy resolution and informed service escalation.
• Report any false or problem incidents to the necessary department for corrective action and resolution, fostering positive relationships with vendors.
• Assist the Alarm Monitoring Centre (AMC) Associates and Vice President with producing documentation to support AMC operations.
• Ensure all Standard Operating Procedures (SOPs) are followed correctly and any changes are implemented efficiently.
• Conduct critical alarm testing quarterly and take ownership of any faults identified to manage them through to completion.
• Provide guidance and expert knowledge to new starters within the AMC.
• Become skilled in new computer applications and systems as they are introduced by the firm.
• Positively engage in out-of-hours staffing issues by being contactable via email and telephone.

Required qualifications, capabilities, and skills

• At least 2 years of previous experience in a call center environment or similar role.
• Excellent communication (both written and oral) and organizational skills.
• Proven experience leading and managing a team while fostering teamwork.
• Ability to prioritize workloads in a fast-paced, changing environment and meet tight deadlines.
• Working knowledge of physical security technologies and devices such as access control and video.
• Excellent computer skills, with the ability to navigate multiple systems and utilize search tools.
• Ability to learn new applications quickly.
• Typing speed of 40 WPM.
• Exceptional customer service skills.
• Ability to talk/listen on the phone while performing other duties such as typing, proficiency in speaking, reading, and writing English clearly.
• Reliable attendance and flexibility to work weekends or other shifts.

Preferred qualifications, capabilities, and skills

• Ability to be cleared for customer-specific clearance requirements through bank and FBI background checks.
• Interest and ability to obtain appropriate knowledge to manage the tasks outlined.
• Experience working in a Security Operations office environment within the banking industry.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.