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Customer Care Onboarding - Spanish Market 🇪🇸 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 KYC/KYB Specialist to help scale Qonto's Spanish market. You'll conduct in-depth account validations in strict compliance with Banco de España guidelines, handling complex and sensitive onboarding cases to keep our Spain team performing at a high level. You will report to Catarina Nobre, Team Lead KYC/KYB Operations Portugal & Spain.
➡️ What you'll do
- Validate complex customer and company profiles: Review KYC/KYB cases that go beyond routine processing — analysing corporate structures, beneficial ownership, and business models to make compliant account-opening decisions.
- Review KYC/KYB documentation across the customer lifecycle: Verify passports, DNIs, company registration certificates (Certificado de Denominación Social), financial statements, and proof of address — including for non-EU shareholders requiring additional scrutiny.
- Communicate directly with Spanish clients: Handle written and verbal interactions to unblock cases, request missing documents, and explain regulatory requirements clearly — without damaging the customer experience.
- Collaborate with teams: Work closely with the Anti-Financial Crime, AML, and Fraud teams on exceptions, escalations, and risk signals to ensure every decision is properly grounded.
- Contribute to process improvement: Identify bottlenecks, challenge inefficient procedures, and help reduce lead time — with a team target of 15 hours per validation and a quality target of 99.5%.
➡️ What we're looking for
- Customer operations experience: You have between 1–3 years in KYC/KYB, customer care, compliance, fintech, banking, or regulated customer operations. You've reviewed real documentation and know how to justify a decision clearly.
- Analytical rigour: 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 Spanish and English: Fluent written and spoken Spanish is essential; English is Qonto's internal language. You can explain sensitive compliance requirements to clients simply and professionally.
- 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 Spanish regulatory framework (Banco de España), compounding over time.
- Autonomy to improve things: You'll have the latitude to challenge procedures, propose process improvements, and contribute to a faster, smoother account-opening experience — not just execute a playbook.
- 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.
➡️ Your future manager
Your manager will be Catarina Nobre, who oversees KYC/KYB Operations for Portugal and Spain.
- Her path? Nearly 5 years at Qonto — Catarina started as a Customer Success Officer for Spain, was promoted to Customer Success Manager, then moved into KYC/B as Customer KYC/B Manager for Portugal, and became Team Lead for Portugal & Spain in 2025. Before Qonto, she spent close to 5 years at Comdata Group as a Customer Care Representative covering Portugal and Spain.
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.
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
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If you receive a suspicious message claiming to be from Qonto, please report it right away (support@qonto.com)