Senior Front Line Associate - Bern
Location: Retail Store in Bern
Morning-Afternoon shifts + rotative Saturdays
Western Union powers your pursuit.
As a Senior Frontline Associated (Senior FLA), you lead by example and ensure the smooth daily operation of your assigned store. In addition to performing all the customer-facing tasks of a Frontline Associated — such as money transfers, currency exchange, and additional service channels — you are responsible for supervising the in-store team and ensuring compliance with all operational, regulatory, and customer service standards.
You act as the primary point of contact for your team and are responsible for coordinating workflows, supporting team development, and maintaining service excellence.
Role Responsibilities
1. Perform and oversee daily customer transactions, including money transfers and currency exchange
2. Supervise and support the Frontline team in all store activities
3. Coordinate team scheduling, task delegation, and daily priorities
4. Monitor and ensure full compliance with KYC/AML and company operational standards
5. Provide hands-on training and onboarding support for new team members
6. Assist in resolving escalated customer issues and internal incidents
7. Oversee the implementation and quality of additional service channels delivered at the store
8. Manage communication with country management and escalate critical issues when needed
9. Conduct store checks to ensure necessary office materials, cleanliness, efficiency, and customer-readiness at all times
10. Contribute to performance monitoring and assist in meeting store targets
11. Coordinate and, when needed, participate in promotional or marketing activities such as local sponsorship events, flyer distribution, or other brand visibility initiatives in collaboration with management
12. 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
13. Previous experience in a customer service leadership or supervisory role
14. Proven ability to coordinate small teams with professionalism and accountability
15. Excellent knowledge of money transfer and currency exchange operations
16. Strong communication and interpersonal skills
17. High sense of integrity, reliability, and problem-solving ability
18. Ability to remain calm under pressure and resolve issues quickly
19. Fluency in English and at least one other language (e.g., German, Spanish, Portuguese, or French)
20. Strong command of digital tools, store systems, and reporting procedures
21. Willingness to adapt to new service offerings and changes in operations
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.
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 location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Estimated Job Posting End Date:
10-03-2025
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.