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Description

The Physical Security Command Center (PSCC) is a 24x7 operation tasked with the navigation of elevated security activity normally received in the form of alarms and phone calls.  The primary objective of the PSCC is to mitigate the potential of business disruptions, injury, and loss of life, assets, property and reputation.  

In this role, you will work in a team environment and will have a comprehensive understanding of physical security systems and emergency dispatching protocols and will be an ambassador of service to our colleagues and customers, possessing the ability to retain information and communicate facts forward with context intact.   

Responsibilities will include (but are not limited to):

• Building and maintaining strong and effective relationships across multiple business areas, divisions and where appropriate, vendors and emergency services.

• Resolving security system alarms, calls, email, and alerts with emphasis on supporting the Citizens Bank footprint (i.e. Branches, Admin Bldgs., Back Offices, Home Lending, and Remote ATMs). 

• Supporting optimum performance of all physical security equipment (i.e., cameras, DVR/NVR, Parabit, access readers, alarm devices and panel communication lines).

• Dispatching emergency services for life/safety events. 

• Maintaining service level standards for Alertline related phone calls (i.e., emergency, non-emergency, immediate terminations, and workplace violence hotline).

• Monitoring 3rd Party emergency alert notification systems (i.e., NC4, 3SI and SOS Travel Tracker).

• Supporting administrative tasks required to meet audit, regulatory, and internal procedure obligations. 

• Timelines adhered to for event notification (i.e., escalations and courtesy emails). 

Experience and Skills:

• Current experience working in a PS Command Center desired but not a requirement

• Proven aptitude with technology and proficiency with Windows O/S and Microsoft products (i.e., Excel, Word, Outlook, OneNote)

• Ability to handle confidential information appropriately.

• Proven ability to work independently as well as cooperatively in a team environment.

• Ability to sit for long periods of time, with lunch/break time directed by office activity.

• Experience maintaining professionalism during peak volumes and stressful situations.

• Ability to time-management assigned projects, set priorities and exercise good independent judgment.

• Strong verbal and written communication skills.

• Extensive keyboarding or touch-typing experience where speed and accuracy are preferred.

• Reliable transportation to report for duty at the primary (East Providence) or D/R location (Johnston).

• Flexible to work any shift during times of critical staffing and emergency events.

Education:

• High School Diploma 

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday - Friday, 11pm - 7am

Pay Transparency

The hourly for this position is $28.00 per hour, plus an opportunity to earn additional incentive earnings (if applicable). Actual pay is based on various factors including, but not limited to, the budget, work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit Citizens Benefits

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.