Responsibilities: 

• Support customers across digital channels by providing clear, timely, and accurate assistance

• Use customer service tools and systems to guide customers through CIM’s digital products

• Manage a high volume of customer interactions while meeting service‑level expectations

• Support onboarding activities, including document verification, in line with internal policies and regulatory requirements

• Identify and follow appropriate controls related to operational, compliance, fraud, and cyber risks

• Generate basic reports on account activity and transactions to support informed decision‑making

• Apply problem‑solving skills to resolve customer queries and complaints professionally

• Contribute ideas and feedback to improve processes and customer experience

• Carry out other related duties as required within the Digital Operations team

Profile

• Minimum Higher School Certificate

• At least one year of experience in operations within a bank or non‑bank financial institution

• Understanding of lending products such as loans, hire purchase, and buy now, pay later (BNPL)

• Familiarity with KYC and Enhanced Due Diligence (EDD) processes

• Strong customer‑service mindset with good communication skills in French, English, and Creole

• Comfortable using Microsoft Office tools (Excel, Word, PowerPoint)

• Detail‑oriented, organised, and able to manage multiple tasks effectively

• Willing to learn, adapt, and contribute positively to an inclusive team environment