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Customer Care Onboarding Officer (KYCB) -… at Qonto · Barcelona
Skills
Job Description
Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, **** based on 55,000+ reviews. Our culture **** puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 *(more about our culture here).*
Our journey:Founded in 2017 by Alexandre and Steve,** Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started.
Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit.
AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it.
Join us as a Customer Care Onboarding Officer (KYCB) to help Qonto scale its French market operations from Barcelona. You'll handle company account opening and onboarding cases in a fast-growing team, supporting one of Qonto's core banking pillars as the company moves toward full banking license status.
➡️ What you'll do
- Validate and process KYC cases end-to-end: Handle production work across Full Company Creation and/or Capital Deposit Only flows — reviewing corporate structures, beneficial ownership, and business models to make compliant account-opening decisions — while keeping pace with a 40-45 resolutions/week target.
- Support internal and external requests: Respond to requests from other teams and external partners needing help unblocking cases.
- Spot and escalate patterns: Flag systemic issues when you notice similar problems recurring across multiple tickets, rather than just closing them one by one.
- Support clients and manage social media claims: Handle cases requiring dedicated attention, including sensitive client relationships and public claims.
- Contribute to a compliance-first team: Work within KYC/banking regulation frameworks and help build the rigor Qonto needs as it moves toward banking license status.
➡️ What we're looking for
- You have between 1–2 years in KYC/KYB, customer care, compliance or customer operations. You've reviewed real documentation and know how to justify a decision clearly.
- You're comfortable reviewing complex legal and company documents, spotting inconsistencies, and making structured decisions under ambiguity — detail and precision are second nature to you.
- Strong communication in French and English: Fluent written and spoken French is essential; English is Qonto's internal language.
- Proactive ownership mindset: You don't wait to be told what's broken. You flag bottlenecks, take initiative on pending cases, and escalate appropriately when something needs to move.
- Prioritisation under pressure: You can manage a queue of complex cases, balance lead-time targets against quality, and keep track of pending validations without dropping anything.
➡️ What we can offer you
- Meaningful, complex work from day one: This role isn't high-volume routine processing — every case is different. You'll build real KYC/KYB expertise applied to the french regulatory framework.
- Autonomy to improve things: You'll have the chance to propose process improvements, and contribute to a faster, smoother account-opening experience.
- Cross-functional exposure: You'll work closely with Anti-Financial Crime, AML, Fraud, and frontline operations teams — building a network across Qonto's compliance and risk ecosystem from an early stage.
- A supportive, high-trust team: Management here favors autonomy over micromanagement, in a team known for strong cohesion.
➡️ Your future manager
Your manager will be Tess Humain, Team Lead, KYC Acceptance Capital.
Her path? Tess joined Qonto 2.5 years ago, as a Customer Onboarding Manager for France, then moved into her current role leading Onboarding Company Creation & Capital Deposit in 2025. Before Qonto, she was working at Teleperformance, progressing from Quality Analyst to ML Quality Lead.
She likes to give her team autonomy, while staying present and available whenever her team needs her.
At Qonto, we understand that true diversity isn’t just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick — who knows? You may have the missing piece of the puzzle we’ve been searching for all along.
By applying, you agree that Qonto processes your personal data to assess your application. Your data is kept for up to 2 years in our candidate pool. Read our Privacy Notice for full details.
On average, our hiring process lasts 20 working days. More information on our candidate journey here
🔒 Your security matters to us
Recruitment scams are on the rise. Keep in mind, we will never work with third-party platforms or agencies that request payment from candidates.
If you receive a suspicious message claiming to be from Qonto, please report it right away (support@qonto.com)