Operations
Front Line Associate
Overview
At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.
Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.
Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.
Join us as we go beyond and be part of a team that’s redefining what’s possible.
Front Line Associate – Zurich
Location: Retail Store – Zurich – Müllerstrasse 93
Schedule: Monday-Friday 10.00-19.00h and rotative Saturdays 10.00-15.00h
Hours: 42.5 per week
Languages: Spanish, English, German
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, Spanish and German. Additional languages such as French and Italian will be a plus
- 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.
Work Shift
100% IN PERSON – Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. Due to the nature of this role, the expectation is to work from the office full time.
BENEFITS AND OTHER DETAILS
Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and life
insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.
Your Switzerland specific benefits include:
- Defined Contribution pension plan
Other Details
We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.
Estimated Job Posting End Date:
04-24-2026
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.
Our customer is at the heart of everything we do. Learn more:
Apply Today!
About Western Union
Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.
Western Union Listens
We hold employee surveys through our employee engagement tool, Western Union Listens, benchmarking our results against global peers. We use the results to continually improve our culture and workplace, and encourage managers to review, discuss, and take action on survey findings with their teams.
In 2024, the employee participation rate reached 84%.
Western Union Game Changers Global Recognition Program
Recognition is a critical link to performance, inclusion, diverse ideas, and fostering a workplace where our employees connect, show their appreciation, and feel valued. At Western Union, our recognition is about moments that matter.
Get to know Western Union
As you read some of our employee stories from around the world, we hope you see yourself reflected in the work we do and the people who make up our diverse team.
