Wall Street Exchange | Foreign Currency | Local & International Money Transfer | WPS | UAE

Customer Experience Specialist

Customer Experience Specialist
(Full Time)

Retail Sales


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


  • 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


  • 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.


Interested in this position?
Apply Now at careers@wallstreet.ae

Apply Now

Customer Experience Specialist (Full Time)

Retail Sales


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Cash Payout Rates

26 July 2020 04:00 PM
1 AED = 13.39 PHI

400 AED

5344.12 PHI

Today 28 July 2020 04:00 PM
1 AED = 13.48 PHI

400 AED


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