Security Console Operator

NY-Buffalo

Make the Right Move and join a winning team! Build your career with us. HSBC - North America is a part of HSBC Group, one of the largest banking and financial service organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities.
 
This position coordinates responses to emergency alarms, contingency and other equipment/personnel-initiated security/facility HBUS banking events to minimize risk, loss and injury to Company employees, customers and assets. Respond to incoming calls from alarm companies, police agencies, outside customers and other sources identifying security, facility and related problems. Analyzes information, determines course of action and initiates to effective conclusion by other parties. Monitor multiple access, CCTV and alarm systems interfacing with multiple sets of phones, computers and operating systems, in a fast-paced, equipment-laden control room environment. Deploys and directs contract guards at major buildings and branches. Determine outcome of incidents/alarms occurring on other shifts/days and communicate information to affected parties. Participate in Company-wide contingency exercises, initiating primary contact calls for many contingency plans. Input restricted area access, prepare identification cards and ensure access requests are properly authorized before auctioning. Coordinate response to incoming calls from alarm companies, police agencies, outside customers and other sources identifying HBUS security, facility and Company-wide related problems. Analyze and identify the problem, contact appropriate facility, security and other business unit personnel, vendors and law enforcement entities to initiate the problem resolution process. Communicate all actions taken telephonically, verbally and in written form. Communicate daily with law enforcement, contract guards, vendors and employees (from senior executives to those being terminated), along wit complaints from external customers.
 
Drive a response, even during night time periods. Monitor, input, interact and operate PC-based access, video recording (DVR) and e-mail-based systems, granting and deleting access, inputting responses to alarm conditions and ensuring proper function with appropriate escalation when incidents are identified. Operate multiple PC platforms simultaneously, monitoring numerous PC-based alarm/incident and access control information displayed audibly and in writing. Finger print regular and temporary employees as required, inputting results in appropriate software databases. Complete other responsibilities, as assigned. Ensure all security command center physical equipment, along with those reported at branches and major buildings, are functioning correctly; dispatch vendors and response personnel; coordinate immediate repair or replacement. Ensure contract guards have reported to work at assigned times, at all buildings within responsibility area. Communicate deficiencies to vendor. Provide direction to contract guards on assignments. Monitor contract guard performance using closed circuit television cameras and telephonic contact. Escalate with Regional Guard Manager (contract person) as needed for remediation. Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. Promote an environment that supports diversity and reflects the HSBC brand. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.
 
Basic Qualifications;
 

Minimum of an associate’s degree in business, criminal justice or equivalent
Minimum of two years proven security-related experience or equivalent
Proven decision-making, persuasion, analytical, organizational, planning and customer service skills; strong verbal and telephonic skills in a fast-paced environment where handling and prioritizing multiple tasks is expected
Strong visual observational and auditory skills to monitor CCTV surveillance cameras identify and act on strong multiple audible alarm annunciations, with rapid deployment and response
Ability to work in a security control room (single room with hundreds of CCTV cameras, multiple PC screens, multiple telephones, cell phones and two way radios, with locked bullet resistant doors/windows in a confined environment)
Ability to make decisions independently using analytical abilities to resolve security situations and persuade others, not under their control, to appropriate course of action
Ability to work different shifts and overtime as needed
Proficiency with personal computers as well as pertinent mainframe systems and software packages, including ability to work on multiple systems simultaneously
Ability to handle multiple tasks simultaneously and monitor and observe activity on multiple cameras
Self-motivated  

See Job Description

Benefits:

HSBC is a pay for performance company with policies and programs designed to ensure all employees receive fair and equitable compensation based on performance. Our compensation program is designed to attract, motivate, develop and retain the very best people. We are proud of our comprehensive flexible benefit program. Our program allows our employees to select the features that make the most sense for their individual and/or dependent(s) needs. Our benefit features include, but are not limited to; medical, prescription drug, dental, vision, life insurance, short and long term disability, retirement plans, stock option purchase plan, and a competitive time off program.

Click here to see all HSBC opportunities
Learn more about HSBC