Back-Office Support Specialist

As a Back-Office Support Specialist at Sutherland, your main responsibilities will involve reviewing customer documents for identity verification, evaluating risks associated with customer profiles and financial transactions, and monitoring transactions for unusual activity. Additionally, you'll report suspicious activities according to our protocols and maintain accurate records of the verification process.

To qualify for the Back-Office Support Specialist role at Sutherland, you should have a minimum B2 level proficiency in English and at least six months of relevant experience in a back-office position. Attention to detail and a proactive, customer-centric approach are essential, along with basic computer skills, particularly with MS Office and Google Suite.

Sutherland provides world-class on-the-job training for all new Back-Office Support Specialists. This training equips you with the skills necessary to effectively perform your duties, focusing on our processes and protocols to ensure you are confident in managing sensitive customer information responsibly.

As a Back-Office Support Specialist at Sutherland, you can expect several benefits, including long-term job security with a permanent contract, additional health and life insurance coverage, a generous annual leave policy, food vouchers, and regular paid breaks. Competitive salaries and clear paths for career progression are also key benefits of working with us.

While having relevant working experience in a back-office role is considered an advantage for the Back-Office Support Specialist position at Sutherland, it's not strictly necessary. We're looking for candidates who show a strong attention to detail, a proactive attitude, and a genuine enthusiasm for customer service, which can be developed through training.

When answering this question, focus on any relevant experience you have in reviewing and verifying documents. Highlight your attention to detail and any specific methodologies you use to ensure accuracy.

Discuss your time management skills and stress the importance of prioritization based on urgency and impact. Providing an example from previous experience can demonstrate your ability to handle multitasking effectively.

Be prepared to mention specific software like MS Office or Google Suite that you are proficient in. Share how you've utilized these tools to increase efficiency or manage data in past roles.

You should explain your understanding of confidentiality and data protection. Provide examples of how you've securely handled sensitive information, highlighting protocols you followed to ensure privacy.

Outline the importance of following company protocols for reporting suspicious activity. Discuss any relevant experience you have with escalation processes and ensure to emphasize your attention to detail.

Offer a situation where you effectively addressed a customer's concern. Emphasize your problem-solving skills, the outcome, and what you learned from the experience.

Tailor your answer to reflect Sutherland's values and mission. You could mention their commitment to customer service and your excitement about contributing to their success in the GameTech industry.

Discuss specific strategies you use to maintain accuracy in data handling. This could include double-checking your work, using checklists, or breaking tasks into manageable steps.

Describe your definition of excellent customer service, which could include responsiveness, accuracy, warmth, and ensuring customer satisfaction. Relate this to the back-office function where you contribute to the customer experience.

Describe traits such as being reliable, detail-oriented, and proactive, and provide specific examples to support your statements. This shows you can back up your claims with real-life evidence.