Front & Back Office Support

The front office is the customer-oriented face of a financial services organization, providing service and selling products typically via internet or telephone. The back office, on the other hand, is responsible for the timely and efficient processing and reconciliation of any transactions and information generated by these and other business operations.

The front office reaches out to both existing and prospective customers, handling queries, complaints and purchases, using standardized processes that aim to create a positive customer experience and ultimately grow the business. Back office operations may be related to areas such as account administration, underwriting and securities services, international and treasury settlements, customer administration and claims management – vital processes that influence productivity, customer service and cost control.

In-demand Front & Back Office Support roles generally require:

  • An ability to process and reconcile large volumes of data while checking for discrepancies (Back Office)
  • Strong interpersonal skills with a sales and service mentality, including an ability to efficiently identify client needs and determine how to address them (Front Office)
  • Diverse educational backgrounds in Marketing, Economics, Statistics, Accounting, Finance, Business Administration and IT, with some roles open to backgrounds in any field

Ryan Laurenzi is a Senior Fund Accountant with RBC Investor and Treasury Services.

In-Demand Careers in Front & Back Office Support

Client Service Representative (CSR)

A Client Service Representative (CSR) is the liaison between their organization and the client/customer. A CSR has a deep understanding of their organization’s products and services and understands which of these will best meet their client/customer’s needs.

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Contact Centre Manager

As a Contact Centre Manager operating in a fast-paced environment, you’ll oversee staff management, handle customer complaints, deal with technical issues, and ensure sales and service goals and quotas are met.

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Debt Recovery Associate

As a Debt Recovery Associate, you’ll apply your strong assertive and interpersonal skills working independently in a fast-paced environment to collect debts owed to your organization.

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Fund Accountant

Fund Accountants are detail-oriented professionals with an aptitude for financial data analytics who are responsible for the day-to-day accounting responsibilities of assigned investment portfolios.

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Quality Assurance Specialist

Quality Assurance Specialists are detail-oriented professionals who ensure customer service protocols are properly followed and that standards for customer interactions with organizational representatives are being met.

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A Scheduler, who prepares staffing schedules to meet the needs of the business, should be a detail-oriented worker who is capable of being highly adaptable to the daily staffing challenges they’ll encounter.

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Technical Support

A Technical Support professional requires comprehensive technical knowledge, the ability to troubleshoot under tight deadlines, and effective communication skills in their role as resolvers of an organization’s tech-related issues.

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