Security Console Operator

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.**Position Summary**:Responsible for receiving, evaluating and logging calls from employees, contractors, the public and law enforcement agencies concerning fires, medical emergencies and alarms for proper action. Communicate with the Security leadership team and/or calls to fire or police departments. Operator must be able to assess and log all incoming calls regarding equipment failures and dispatch service organizations appropriately.**Principal Accountabilities**:Answer and evaluate calls and alarms for proper action and disposition by Security Services team. Operate and monitor a computerized security system equipped with monitors and CCTV. Refer information and emergency calls for assistance to appropriate party (Security Services leadership team, Facilities team, local municipal agencies (fire/police), etc.- Document information received accurately and promptly while receiving new information in writing and in Security database.- Function effectively in a high-volume, multi-tasking environment with the ability to prioritize tasks in order of importance.- Ability to operate a multi-line phone system, bases radios, computers and CCTV, sometimes simultaneously.- Demonstrate outstanding communication skills, work independently, and exercise good judgment under pressure.- Provide information in a professional and customer-focused manner.**Breadth of Responsibility**:The Console Operators are often the first people to be notified of potentially dangerous and/or emergency situations in a facility. The Operator needs to respond quickly and per established Security procedures to alert the Leadership team and employees, contractors, etc. of the proper procedure to follow (evacuate, remain in place, etc.).**Autonomy/Problem Solving & Decision Making**:Ability to know when to escalate incidents or emergency situations to the Security Leadership team and/or external agencies (police/fire).**Critical Challenges/ Unique Knowledge & Skills**:- Requires at least two years of experience working with CCTV, monitors, computers, alarms and related security equipment.- Must be able to multi-task under intense pressure during emergency situations.- Communication skills must be excellent to convey information to employees, contractors and others in facility regarding emergency situations or building issues.- Superior writing skills to document incidents in Security database.We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:- Competitive base salaries- Bonus incentives- Support for financial-well-being and retirement- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need- Generous paid parental leave policies (depending on your location)- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)- Free and confidential counseling support through our Healthy Minds program- Career development and training opportunities