Security Console Operator

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

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. Operator must be able to assess and log all incoming calls regarding equipment failures and dispatch service organizations appropriately. Communicate with the Security leadership team and/or calls to fire or police departments.

Principal Accountabilities:

1. 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.)
2. Document information received accurately and promptly while receiving new information in writing and in Security database.
3. Function effectively in a high-volume, multi-tasking environment with the ability to prioritize tasks in order of importance.
4. Ability to operate a multi-line phone system, base radios, computers and CCTV, sometimes simultaneously.
5. Demonstrate outstanding communication skills, work independently, and exercise good judgment under pressure.
6. 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:

1. Requires at least two years of experience working with CCTV, monitors, computers, alarms and related security equipment.
2. Must be able to multi-task under intense pressure during emergency situations.
3. Communication skills must be excellent to convey information to employees, contractors and others in facility regarding emergency situations or building issues.
4. Superior writing skills to document incidents in Security database.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

1. Competitive base salaries
2. Bonus incentives
3. Support for financial-well-being and retirement
4. Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
5. Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
6. Generous paid parental leave policies (depending on your location)
7. Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
8. Free and confidential counseling support through our Healthy Minds program
9. Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.