Description

Our Alarm Monitoring Center to protect the firm's employees and assets throughout North America.

As an Alarm Monitoring Center Lead within Global Security, you will be responsible for coaching and mentoring staff, managing the first tier of all incoming calls, and conducting initial troubleshooting. You will ensure effective escalation and management of incidents at each location, and report any false or problematic incidents to the relevant department. Your role will also involve assisting the Alarm Monitoring Centre Associates and Vice President with documentation, ensuring adherence to SOPs, and managing critical alarm testing. You will provide guidance to new starters, train in new computer applications, and be available for out-of-hours staffing issues. Lastly, you will respond promptly to alarm signals to protect lives and property, dispatching the police or service vendors as necessary, and provide shift-handover summaries to incoming personnel.

Job Responsibilities:

• Provide first tier ingest of all calls into the monitoring center and conduct initial triage and troubleshooting efforts as needed, 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 help with speedy resolution and informed service escalation.
• Ensure any false or problem incidents are reported to the necessary department for corrective action and resolution - key to this is developing positive relationships with the incumbent vendor.
• Assist the Alarm Monitoring Centre (AMC) Associates and Vice President with producing documentation to assist with the operation of the AMC.
• Ensure all SOP's are followed correctly and any changes are implemented efficiently.
• Ensure critical alarm testing is carried out on a quarterly basis and take ownership for any faults identified so they can be managed through to completion.
• Provide guidance and expert knowledge to new starters within the AMC.
• Training to become skilled in new computer applications and systems as they are introduced by the firm.
• Have a positive involvement in out of hours staffing problems by being contactable via email and telephone.
• Respond in a timely manner to alarm signals to ensure the protection of lives and property; dispatching the police or service vendors and handle inbound calls relating to alarm system issue
• Providing shift-handover summaries to oncoming personnel to provide information on ongoing tasks and activities

Required qualifications, capabilities, and skills:

• 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 within a fast-pace changing environment and meet tight deadlines
• Demonstrate a working knowledge of physical security technologies and devices such as access control and video
• Excellent computer skills, with the ability to navigate multiple computer systems, applications, and utilize search tools to find information; including proficiency using Microsoft Office
• Ability to learn new applications quickly and to perform independently
• Type 40 WPM
• Speak, Read & Write English clearly and proficiently
• Ability to talk/listen on the phone while performing other duties such as typing
• Flexibility to work weekends or other shifts

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

\n 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.\n
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\n The Global Security (GS) team protects the firm's people and assets, ensuring the safety of business operations through the implementation of technology, best-in-class talent and client collaboration. Teams are responsible for developing safety policies and procedures, customer safety, pre-employment screening, fraud investigations and security operations on a global basis.\n