Customer Experience Specialist

Overview

This role involves ensuring excellent service delivery to customers at the counter daily, aiming to enhance targeted revenue while adhering strictly to the organization's compliance procedures and policies. The position requires managing efficient customer service interactions, cross-selling products, and securely processing transactions.

Key Responsibilities

• Execute successful transactions involving Money Exchange, Remittance, Western Union, Instant Cash, Instant Draft, and other Value Added Products.
• Understand customers' needs comprehensively and promote relevant products accordingly.
• Adhere to all business guidelines including Anti-Money Laundering (AML) protocols.
• Maintain confidentiality of all customer information handled.
• Boost revenue by providing outstanding service, effective cross-selling, and recognizing new growth opportunities.
• Prepare cash bundles for shipment to Wholesale and other store locations via Transguard, ensuring cash holdings stay within approved limits.
• Assemble money transfer packages accurately, verifying and reconciling sums before dispatch.
• Complete end-of-day processing tasks, including sorting applications to facilitate daily reconciliation.
• Manage vouchers for inter-counter transactions involving currency and dirham movements.
• Keep records of financial transactions including collecting customer signatures and reporting any compliance violations.
• Cross-verify POS machine reports with actual transactions executed.
• Maintain physical cash tallies and apply Know Your Customer (KYC) procedures aligned with UAE Central Bank regulations and company policies.
• Process various remittance application types such as Western Union, Instant Cash, and miscellaneous products.
• Generate Suspicious Transaction Reports (STR) promptly upon detecting concerns and escalate to the Team Leader.
• Identify and address risks and cost efficiencies proactively to uphold service quality.
• Prepare daily reports ensuring currency reconciles with stock reports and investigate any discrepancies using standard protocols.
• Ensure accurate recording of all transactions in the AS400 system or common gateway platform.
• Deliver exceptional customer support by managing inquiries, complaints, amendments, and cancellations as required.
• Develop and maintain strong customer relationships.
• Identify and report suspicious customer behaviors to designated departments.
• Ensure compliance with Central Bank of UAE and Wall Street Exchange (WSE) policies and regulations.
• Report any compliance or risk concerns either directly or via the whistleblowing channel ([email protected]).
• Promote awareness across the team regarding responsibilities in maintaining a risk-free, compliant working environment.
• Participate in risk and compliance training sessions during onboarding and as part of annual refresher programs.