Alarm Monitoring Center Specialist

The Alarm Monitoring Center protects the firm's employees, customers, and assets throughout North America. The AMC is responsible for monitoring, researching, reviewing, and analyzing alarms and video, to ensure compliance with standard operating procedures in a timely manner. The AMC act as the communication and situational awareness hub for the firm, operating 24x7x365. The AMC interacts directly with employees at retail branches and corporate locations acting as the primary intake for security related incidents. These cases are disseminated to other security professionals for further guidance. 

As an Alarm Monitoring Center Specialist in the Alarm Monitoring Center, you will play a critical role in maintaining a secure environment and ensuring prompt responses to potential security threats. You will continuously monitor alarm systems and surveillance equipment for any unusual activity or security breaches, coordinating with security personnel and emergency services as needed. This position requires an elevated level of vigilance, quick decision-making, and effective communication to respond to potential security threats promptly and efficiently.

Job Responsibilities:

• Respond promptly to alarm signals and assess situations to determine the appropriate course of action to ensure the protection of the firm’s employees, customers, and assets.
• Document and accurately report all identified faults in security systems, placing appropriate service with our vendors and escalating where necessary 
• Provide quality customer service on all phone calls, while resolving issues or escalating to the appropriate resource.
• Maintain clear and effective communication with security teams, management, and external emergency services.
• Coordinate with on-site security personnel and emergency services to address security incidents.
• Document and accurately report all alarm activations and incidents, including the actions taken and outcomes.
• Provide detailed information and updates during security incidents to ensure a coordinated response.
• Ensure any false or problematic incidents are promptly reported to the necessary department for corrective action and resolution, maintaining accurate records of all incidents.
• Conduct critical alarm testing, taking ownership of any faults identified and managing them through to completion to ensure system reliability.
• Ensure all SOPs are followed correctly, maintaining compliance with established protocols and procedures.
• Liaise with all security staff and local site security teams across the estate on all security incidents, ensuring effective communication and coordination in response to security events.

Required qualifications, capabilities, and skills:

• Proficient computer skills, with the ability to efficiently navigate multiple computer systems and applications and utilize search tools to locate information.
• Demonstrated ability to quickly learn and adapt to new applications and technologies.
• Ability to effectively communicate and listen on the phone while multitasking and performing other duties.
• Exceptional customer service skills, with a focus on providing a positive experience for all stakeholders.
• Ability to work independently, demonstrating initiative and self-motivation.
• Typing proficiency of at least forty words per minute.
• Strong command of the English language, with excellent speaking, reading, and writing skills.
• Consistent and reliable attendance, demonstrating a strong work ethic.
• Flexibility to work weekends or other shifts as required by the role.