Customer Experience Specialist

Full Time


Wall Street Exchange is wholly owned by United Fintech Solutions, which is owned by Emirates Post Group. Founded in 1982, we are the first exchange house to be licensed by the Central Bank in the UAE.

Prepare money transfer parcels ensuring proper contents are included and sums have been verified and reconciled before being dispatched.
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
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
Maintain receipts for financial transactions including customer signatures, identifying and reporting any compliance breaches. Ensure the POS machine reports tally with the executed transactions

Roles and responsibilities
Service Delivery-
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

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

Accept and physically keep a tally of cash amounts
Prepare end of day reports, ensuring currency reconcile against daily stock reports
Identify any discrepancies and report these using the appropriate processes.
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

Ensure all transactions are accurately entered into the AS400 system/common gateway

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
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.

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