A role title rarely tells a client what another person may safely do. Administrative support can mean sorting records, drafting replies, changing account data, or deciding customer priority. State the work object and consequence.
Separate prepare, update, decide, and escalate. NIST places governance before safeguards: name the owner, permitted action, prohibited action, and evidence required when uncertainty appears. Match the boundary to system permission.
The SBA supports documenting responsibilities and expectations. Examples should distinguish ordinary from sensitive cases and identify the missing field that stops work.
Review repeated escalations and permissions broader than the task. Change the role deliberately and record the new owner decision.