Front Line Associate - Lausanne

Front Line Associate - Lausanne

Location: Retail Store in Lausanne
Morning-Afternoon shifts + rotative Saturdays

Western Union powers your pursuit.  
As a Frontline Associated (FLA), you are the face of our brand and the first point of contact for customers in our retail stores. You are responsible for delivering exceptional service while carrying out the company’s core financial services — including money transfers and currency exchange — and supporting additional services made available through our retail network.
 You will operate across multiple service channels and assist customers in a professional, secure, and customer-centric environment.
Role Responsibilities 

• Provide high-quality customer service in accordance with Western Union standards
• Perform money transfer transactions and currency exchange operations
• Verify customer identity and ensure full compliance with KYC/AML regulations
• Manage daily operations through internal systems and service platforms
• Handle customer inquiries, concerns, and complaints with professionalism
• Support the delivery of additional service channels offered at the store, including those introduced in partnership with third-party providers
• Maintain accurate documentation and perform administrative tasks as needed
• Ensure the store environment is clean, organized, and welcoming
• Collaborate with colleagues and management to improve service quality and efficiency
• Occasionally support marketing activities, such as handing out flyers, participating in local events or promotional campaigns, when requested and planned in advance
• 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 customer service or retail (financial services preferred)
• Excellent communication and interpersonal skills
• Strong sense of responsibility, integrity, and attention to detail
• Ability to adapt to new procedures and services
• Good command of English and Spanish.
• Comfortable using computers, digital systems, and point-of-sale platforms
• Availability to work in shifts, including weekends and holidays when needed

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.

Work Shift 

100% IN PERSON - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. Due to the nature of this role, the expectation is to work from the office full time.  

BENEFITS AND OTHER DETAILS 

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 benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment. 

Your Switzerland specific benefits include:  

• Defined Contribution pension plan 

Other Details 

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. 

Estimated Job Posting End Date:

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.