Security Communications Center Operator I at ESL Federal Credit Union in Rochester, NY

Hours:

Schedule:

This position requires availability to work the day shift (6:30am - 3:00pm), the afternoon shift (2:30pm - 11:00pm), or the overnight shift (10:30pm - 7:00am). Must be flexible to meet current and future business needs.

Pay:

Starting Pay: $26.56 per hour Pay Range: $23.90 - $33.37 per hour

Purpose:

Provide monitoring, response, and testing of physical security systems predominately access control and video systems platforms. Respond to and acknowledge all events across the ESL Federal Credit Union footprint, gathering pertinent information, and escalating to the appropriate parties. Monitor life safety devices and dispatch emergency services when appropriate. Provide a superior customer experience to both internal and external customers. This is a 24/7/365 role.

Accountabilities:

Monitor and respond appropriately to a variety of alarm signals across all ESL locations utilizing security systems in place. Assign access control credentials to employees, vendors, and visitors following department and organization guidelines. Support card and atm group with monitoring and dispatching of service requests. Utilize internal reporting platform to document occurrences at all ESL locations.

Monitor company wide access control platform. Ensuring appropriate access control credentials and authority levels are in place for users.
Respond to and resolve alarm events when presented in the intrusion software. Escalate when appropriate to other security team members, departments, or emergency services when necessary.
Monitor video system platform for the headquarters and disaster recovery locations. Utilize video to establish cause of alarm at ESL locations outside of headquarters and disaster recovery site.
Manage emergency events including, but not limited to Fire, Robbery, Building Evacuations, and medical emergencies.
Issuing and auditing of access control credentials. Termination and activation of access based on direction from leadership or human resources.
Monitoring of building environmental equipment signals. Including HVAC and generator alerts. Responsible for escalation and communication of power loss for any location providing detailed information throughout the outage.
Maintain designated “Up Time” ESL has established by supporting the card and atm operations group with monitoring and dispatching of services calls during the designated time frame following process’ outlined by card and atm, and security department leadership.
Utilize software to bypass alarm points when necessary and put accounts in test for maintenance or testing purposes.
Utilize internal report writing software to document incidents occurring on ESL property.

Testing of security equipment and camera functionality. Documentation of tests completed and escalating of any issues. Perform routine building tours at headquarters or business continuity site.

Support branch hold-up testing following the outlined testing schedule of devices within the branch. Ensure appropriate documentation is completed and saved in the designated area.
Testing of devices located on the headquarters campus including but not limited to, building hold-up buttons, garage blue light devices, emergency call boxes, and AED’s. Document completion of test and escalate any discrepancies found during testing.
Perform daily camera check across all ESL locations. Documenting any functionality issues or concerns pertaining to obstruction or conditions on property.
Required to perform daily building tours of the site assigned to. Documenting and reporting any security concerns discovered.

Accountable for customer and employee experience

Ensure all visitors and employees experience a welcoming, professional, and satisfying experience by using member-focused skills to effectively direct information and people.
Provide escorts as requested.
Support employees when in need of mechanical support for their vehicles. Including battery jumps and tire inflation.
Support other security posts that are staffed though contract security. Provide breaks and fill in as needed.
Back up ESL receptionist role as needed.

Departmental and vendor support. Participate in event support or other projects as requested.

Support offsite projects and day to day work through the access control platform. Unlocking doors, disarming locations. Confirming that work or requests are approved prior to granting entry. Put location in test as needed.
Provide parking support for ESL hosted events at headquarters.
Participate in other projects or events requested by department leadership.

Qualifications:

Associate degree or 2 years of directly related experience
Minimum of 1 year of relevant security, public safety, or customer service experience. Security, military, first responder or dispatching services experience preferred
Must be able to obtain New York State security Guard Certification within 6 months of employment
Effective oral and written communication skills
Proficient computer skills
Ability to adapt to a dynamic environment and ability to handle multiple events under pressure
Reliable transportation
Demonstrates alignment with ESL’s Core Values, mission, vision, and purpose to help our community thrive and prosper

We’re committed to diversity, equity, and inclusion. ESL recognizes the importance of a culture that embraces diversity and values individual differences. We are committed to cultivating a diverse workforce at all levels that mirrors the communities we serve. We welcome applications from people with diverse perspectives and backgrounds. We strive to create an inclusive, respectful and equitable environment, which makes ESL a great place to work!

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Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)