Introduction to Front Office Support Roles

Front office support employees play a vital role in ensuring the smooth operation of an organization, particularly in sectors such as hospitality, healthcare, and corporate environments. Their responsibilities often involve a wide range of tasks including customer service, administrative duties, data entry, office organization, and assisting other departments. Let's delve into the details of these responsibilities and their importance within a business setting.

Customer Service and First Point of Contact

One of the most critical functions of a front office support employee is customer service. They are responsible for greeting visitors, answering inquiries, and providing information about services or products. Acting as the first point of contact for clients and customers, they play a crucial role in creating a positive first impression and ensuring customer satisfaction.

Administrative Tasks and Coordination

Front office support employees manage a wide range of administrative tasks. This includes handling phone calls, managing schedules, and organizing meetings. They often take messages and coordinate appointments, ensuring that each task is efficiently completed. These tasks help ensure that the front office area is well-organized and that all necessary information is easily accessible.

Data Entry and Record Keeping

Maintaining accurate records and databases is another critical aspect of a front office support employee's job. They are responsible for keeping customer information and transaction details up-to-date. This helps in tracking and managing customer interactions, ensuring that all records are accurate and up-to-date.

Office Organization and Management

Front office support employees are also responsible for maintaining the tidiness and organization of the front office area. This includes managing supplies and equipment, ensuring that all necessary items are readily available. This not only enhances the professional appearance of the office but also ensures that tasks can be completed efficiently.

Assisting Other Departments and Collaboration

One of the key roles of a front office support employee is to assist other departments. They collaborate with teams such as sales, marketing, or operations to facilitate communication and streamline workflows. This collaboration is essential for ensuring that all departments work together efficiently and effectively.

Problem-Solving and Issue Resolution

Front office support employees must be skilled problem-solvers, capable of addressing customer complaints and resolving issues effectively. This often requires quick thinking and good judgment. By effectively solving problems and addressing customer concerns, they help to maintain a positive relationship with customers and clients.

Administrative Support and Report Preparation

Finally, a key aspect of their role is providing administrative support to management and other staff members. This includes preparing reports, handling correspondence, and other clerical tasks. By providing this support, they help to streamline operations and ensure that all necessary documentation is up-to-date and accurate.

Managing Interruptions and Information Sorting

Front office support employees must be adept at managing interruptions. Sorting information into recognizable items of value and fluff is a critical skill. They process incoming calls, messages, letters, faxes, incoming and outgoing mail, packages, and orders. They also handle requests for information and access to company employees by appointment or communication electronically. This ensures that all incoming information is handled efficiently and accurately.

Support in Complex Projects: LIBOR Transition and Curve Construction

One of the more complex and challenging tasks front office support employees take on is managing projects related to rates and curve construction. Currently, rate curves have many LIBOR mappings, and this is transitioning to other rates like SONIA or SOFR. This transition is a huge project in most banks, particularly in 2021, and can be described as a “shitshow.” They will attend various meetings, and need to build detailed PowerPoint and Tableau presentations to manage the transition.

Support for Internally and Externally Developed Software

As first-line support for internally and externally developed software, front office support employees must be adept at troubleshooting and resolving issues. If traders cannot book in their portfolios or if a portfolio has mysteriously disappeared, they must find and fix the problem. If external software fails, they need to act as a persistent advocate for the solution, pushing the vendor to resolve the issue.

Data Migration and Risk Management

Data migration is another critical responsibility. For example, when legal entities move from one system to another, trades need to be migrated. This requires daily monitoring, which means the employee cannot simply ignore the process for a few days. They must build a new development database, create new portfolios, and map all trades from the old portfolio into the new one. Ensuring that these new portfolios are moved simultaneously and that risk is properly managed is crucial to avoid senior-level scrutiny and risks of being held accountable for any breaches or failures.

Automating Processes and Regulatory Compliance

Finally, front office support employees have the opportunity to automate processes and improve the overall efficiency of the front office. This can include a wide range of tasks such as building out regulatory requirements into software for things like BCBS239, FRFT, and LIBOR/SONIA. By identifying areas for improvement and implementing automated solutions, they can significantly enhance the performance of the front office.