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

•  Perform and oversee daily customer transactions, including money transfers and currency exchange
• Supervise and support the Frontline team in all store activities
•  Coordinate team scheduling, task delegation, and daily priorities
• Monitor and ensure full compliance with KYC/AML and company operational standards
• Provide hands-on training and onboarding support for new team members
• Assist in resolving escalated customer issues and internal incidents
• Oversee the implementation and quality of additional service channels delivered at the store
• Manage communication with country management and escalate critical issues when needed
• Conduct store checks to ensure necessary office materials, cleanliness, efficiency, and customer-readiness at all times
• Contribute to performance monitoring and assist in meeting store targets
•  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
• 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 a customer service leadership or supervisory role
•  Proven ability to coordinate small teams with professionalism and accountability
•  Excellent knowledge of money transfer and currency exchange operations
•  Strong communication and interpersonal skills
•  High sense of integrity, reliability, and problem-solving ability
•  Ability to remain calm under pressure and resolve issues quickly
•  Fluency in English and at least one other language (e.g., German, Spanish, Portuguese, or French)
•  Strong command of digital tools, store systems, and reporting procedures
•  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.