Customer Experience Specialist

Responsible for delivering service excellence to the customer at the counter level on a daily basis, increasing the targeted revenue whilst being aligned with the organization's compliance policies and procedures. Handle efficient customer service, cross-selling, and processing safe and secure transactions

Core duties and responsibilities

Service Delivery-

• Process successful transactions for Money Exchange, Remittance, Western Union, Instant Cash, Instant Draft & Value Added Products
• Be fully conversant and identify customer needs and cross-sell against the various products
• Ensure all duties are carried out in accordance with the stipulated business and Anti- Money Laundering policies and procedures.
• Treat customer information with appropriate levels of confidentiality

Financial-

• Drive revenue through delivering service excellence, cross-selling, and identifying growth leads.
• Prepare cash bundles for deployment to Wholesale and other Stores via Transguard, ensuring the cash held in-store is within the assigned limits
• Prepare money transfer parcels ensuring proper contents are included and sums have been verified and reconciled before being despatched.
• Undertake end of day processing, including the sorting of applications to enable the end of day reconciliation
• Pass vouchers for inter counter transactions of Currency and Dirham movements
• Maintain receipts for financial transactions including customer signatures, identifying and reporting any compliance breaches.
• Ensure the POS machine reports tally with the executed transactions

Process and Operations- 

• Accept and physically keep a tally of cash amounts
• Undertake KYC as detailed by the UAE Central Bank and Company Policy and Procedures
• Prepare all types of remittance applications including WU, IC & Misc. products
• Raise STR reports for suspicious transactions, escalating to the Team Leader as soon as a concern has been identified
• Proactive in identifying concerns in relation to risk, cost optimization to ensure the ultimate service delivery
• Prepare end of day reports, ensuring currency reconcile against daily stock reports
• Identify any discrepancies and report these using the appropriate processes.
• Ensure all transactions are accurately entered into the AS400 system/common gateway

Customer Focus-

• Extend superior customer service by attending to customer queries, complaints, amendments, and cancellations as per procedures
• Develop and build good relationships with the customers.
• Identify and report any suspicious customer activities to the relevant departments

Compliance-

• Ensure all services provided by the function are compliant with the CBUAE and WSE policies & procedures.
• Raise any concerns surrounding compliance and risk-related issues, either directly or through the whistleblowing procedure using risk.report@wallstreet.ae
• Be aware within the team and wider organization of the employee responsibility in working in a risk-free and compliant manner.
• Attend risk and compliance awareness programs during the course of the employment whether it is as part of the on-boarding process or the annual refresher training.