Front Line Associate – Biel

Front Line Associate – Biel

Location: Retail Store in Biel
Morning-Afternoon shifts + rotative Saturdays

Western Union powers your pursuit.  
As a Frontline Associated (FLA), you are the face of our brand and the first point of contact for customers in our retail stores. You are responsible for delivering exceptional service while carrying out the company’s core financial services — including money transfers and currency exchange — and supporting additional services made available through our retail network.

 You will operate across multiple service channels and assist customers in a professional, secure, and customer-centric environment.

Role Responsibilities 

• Provide high-quality customer service in accordance with Western Union standards
• Perform money transfer transactions and currency exchange operations
• Verify customer identity and ensure full compliance with KYC/AML regulations
• Manage daily operations through internal systems and service platforms
• Handle customer inquiries, concerns, and complaints with professionalism
• Support the delivery of additional service channels offered at the store, including those introduced in partnership with third-party providers
• Maintain accurate documentation and perform administrative tasks as needed
• Ensure the store environment is clean, organized, and welcoming
• Collaborate with colleagues and management to improve service quality and efficiency
• Occasionally support marketing activities, such as handing out flyers, participating in local events or promotional campaigns, when requested and planned in advance
• Assisting customers and DHL couriers with sending and receiving parcels via DHL; verifying customer identity; scanning parcel barcodes; entering shipment data into the DHL system; and collecting customer signatures.

Role Requirements 

• Previous experience in customer service or retail (financial services preferred)
• Excellent communication and interpersonal skills
• Strong sense of responsibility, integrity, and attention to detail
• Ability to adapt to new procedures and services
• Good command of English and at least one additional language (e.g., German, Spanish, Portuguese, or French)
• Comfortable using computers, digital systems, and point-of-sale platforms
• Availability to work in shifts, including weekends and holidays when needed

Note on Service Scope:
While the primary focus of this role remains on money transfer and currency exchange, you are also expected to support other services provided in-store, which may be added or updated based on company partnerships and business development. These additional services will always fall within a customer service context, and proper training and support will be provided.