Front Line Associate – Jakarta, Indonesia

Do you possess exceptional customer service skills? Do you want to join a global company that is committed to moving money for better? Join Western Union as a Front-Line Associate.

Western Union powers your pursuit.  
As Front Line 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 customer 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.

Location: Juanda, Central Jakarta

Role Responsibilities 

• Welcome customers and assist them with processing transactions.
• Ensure all transactions comply with company policies and handle customer inquiries promptly and professionally.
• Collaborate with the team to achieve operational and performance targets.
• Accurately handle cash, maintain registers, and prepare reports using MS Office.
• Open the store and ensure a clean, organized, and welcoming environment.
• Check that all equipment and systems (DSP, terminals, CCTV, alarms, etc.) are functioning properly.
• Escalate customer issues (non-receipt, OFAC, refunds, recalls, etc.) and provide timely updates on order status.
• Manage and reconcile company funds, balance cash against WUPOS records, and prepare cash bags before safe closure.
• Follow loss prevention procedures and company standards to safeguard company funds and assets.
• Ensure security protocols are followed, including arming the location and locking all doors before leaving.
• Support marketing and community outreach activities, including promotional campaigns and local events, to drive customer engagement and business growth.

Role Requirements 

• 0-2 yrs of customer service experience or retail (preferably in financial services)
• Experience in cash management.
• Good communication and problem-solving skills.
• Strong sense of responsibility, integrity, and attention to detail.
• Experience working with Microsoft Office Suite (MS Excel, Word, Outlook) and general computer literacy.
• Good command of English and Bahasa Indonesia. Additional languages such as Mandarin are desired.
• Experience in currency exchange is a plus.
• Availability to work in shifts, including weekends and holidays when needed.

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, accident and life insurance, and access to best-in-class development platforms, to name a few
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Indonesia specific benefits include:

• Annual Leave, Sick leave and Maternity / Paternity leave
• Global Recognition and Rewards Programs
• Group Life Policy and Group Medical Policy
• Referral Program
• Employee Assistance Programs
• Preventive Care Assistance program
• Public holidays

This is a comprehensive list of the benefits and that the eligibility for some of these benefits will be subject to insurers or local policy rules.

Other Details 

We are passionate about diversity. 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 for applicants, including those with disabilities, during the recruitment process, following applicable laws.
#LI-SK1 #LI-Onsite

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.