In this issue, the JN Money team catches up with Charlene Smikle, owner of King Grooming Boutique in Mandeville, Manchester. As one of JN Money’s top-performing locations in terms of transaction volume, King Grooming Boutique continues to set a high standard. Here’s what Ms Smikle had to share:
- How did you get into this line of work?
I started my career in the remittance and cambio industry in March 2006 as a Frontline Associate with another money service company. Over 12 years, I progressed through various roles, gaining valuable experience in customer service, operations and client relationship management. This experience allowed me to develop a deep understanding of the industry and eventually prepared me to become a JN Money Agent, where I now apply my accumulated knowledge and expertise to manage my own business.
- What’s your favourite part of working with JN Money?
As an Agent, my favourite part of working with JN Money is knowing that I am operating with a trusted brand that values customer service. The strong brand reputation, combined with the ability to build lasting customer relationships makes the work both meaningful and rewarding.
- What keeps you motivated in your work?
I am motivated by customers’ trust and satisfaction. Knowing that they rely on my locations to handle their transactions accurately and securely encourages me to consistently perform at a high standard. I am also supported by an amazing and loyal team that ensures customers receive excellent, consistent service whenever they visit. We currently operate two locations in Mandeville, Manchester: Shop 12D, Midway Mall, 17 Caledonia Road, and Shop G1 & H11, Grove Court Shopping Centre, 16 Park Crescent.
- Describe one memorable customer interaction you’ve had.
One particularly memorable interaction for me was assisting a customer who was receiving funds for a medical emergency but encountered challenges with documentation. I took the initiative to contact the relevant authorities to resolve the issue, and the transaction was ultimately processed successfully. The customer was deeply thankful and appreciative, which reinforced for me how critical and impactful the work we do truly is.
- What do your customers value most in your service?
Our customers value accuracy, confidentiality, understanding and efficient service. They appreciate knowing their transactions are handled professionally and securely and that they are respected and treated with courtesy.
- How do you stay compliant with JN Money’s policies and international regulations while still providing a smooth customer experience?
I follow established procedures, keep up to date with policy changes and ensure all documents are properly verified. I ensure that my employees carefully verify customer information, double-check transaction details and strictly follow JN Money’s security and compliance procedures. My employees also communicate the necessary requirements clearly to our customers and this helps to avoid delays or difficulties when processing transactions.
- What do you think sets your locations apart from others?
Our locations are known for their welcoming atmosphere and many of our customers return because of the personalised and professional service they receive. They also appreciate that we are a one stop shop, because we offer other services as well, including bill payment, cambio and a variety store.
- How do you handle busy periods, especially around holidays or back-to-school season?
During peak periods, I focus on advance planning, adequate staffing and efficient workflow management. By preparing systems ahead of time and ensuring staff are well-trained and informed, I am able to manage higher transaction volumes while maintaining accuracy and positive customer experiences.
- What advice would you give to someone considering becoming a remittance agent?
I would advise anyone considering becoming a remittance agent to understand that success in this role requires customer trust and a strong commitment to compliance and accuracy. It is important to be detail-oriented, stay informed and up to date about regulatory requirements and approach the role as both a business opportunity and a service to the community.
- What’s your secret to maintaining strong customer relationships over the years?
Consistency, honesty, respect and clear communication are of utmost importance. Treating every customer with professionalism, courtesy and understanding helps to build long-term trust.
- What’s one thing your colleagues would be surprised to learn about you?
Many would be surprised to learn that I do not like to be disturbed before 12 noon on the weekends and I deliberately put my phone on silent. This helps me to stay balanced and gives me time to rejuvenate.