Customer Onboarding Officer - Italian Market 🇮🇹

Descrizione del lavoro:

Our mission and customers

Our platform simplifies banking and finance management for SMEs today, so that they can build their tomorrow. We offer a finance management platform with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 53,000+ reviews.

Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75. This level of satisfaction is far above typical traditional banking scores, often ranging from 3 to 12, sometimes even lower.

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: France, Germany, Italy, Spain, Portugal, Austria, Belgium, and the Netherlands. We have been profitable since 2023, and we are just getting started as we want to become the indisputable European leader in SME finance management.

Our beliefs

We hire for skills and potential. With 80+ nationalities, 45% women, and 56% of women in our leadership team, diversity is simply part of who we are.

We've built a discrimination-free hiring process because we believe the best teams are built on merit.

AI at Qonto

We see AI as a catalyst for our success 👉🏻 "AI at Qonto - Vision Statement"
We always choose thinking over routine. That's why AI is already deeply embedded in how we work - not as a trend, but as a way to raise the bar for the entrepreneurs who count on us. That is why we grant our Qontoers unlimited access to the best AI tools on the market - Claude Code, Cursor, Copilot, Dust, and Notion AI.
We want people who experiment without waiting for permission. Who push AI beyond the obvious. Who know when to trust it and, more importantly, when to question it.

Already pushing AI limits? You'll fit right in.

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🔒 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 ([email protected])
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⭐ Mission

As a Customer Onboarding Officer, you will help us scale the Italian market, which has led to a 35% increase in market forecasts. You will tackle a massive operational backlog by conducting deep-dive account validations in strict compliance.
Reporting to Alessandro, Team KYC-B Operations Italy, you will have a direct impact on our compliance rate and customer satisfaction (CSAT) while helping to rebuild a core operational team.

👩‍💻🧑‍💻 As a Customer Care Officer at Qonto, you will

* Analyze profiles: Conduct through manual validations of customer and company profiles (15-20 per day) to determine account eligibility.
* Verify documentation: Review complex KYC/KYB documents across the customer lifecycle (passports, IDs, company registration documents, financial statements...).
* Write detailed analyses: Draft comprehensive, structured analytical reports for each customer to justify your acceptance or rejection decisions.
* Support the frontline: Provide direct operational support and guidance to our level one (DTO) team as needed.
* Clear the backlog: Maintain a high operational cadence to process accounts efficiently.

🤔 What you can expect

* A dynamic and caring team : You are joining a close-knit team at the heart of Qonto's growth in Italy, in a high-impact moment as the market scales fast. You'll work directly with key decision-makers, tackle complex onboarding challenges, and help shape best practices while delivering tangible results week after week.
* Methodologies : We value extreme attention to detail and structured reasoning. You will need to apply Bank of Italy guidelines meticulously and produce detailed written justifications for your decisions.
* Successful projects : Our priority is tackling the massive onboarding backlog, with room to evolve toward proactive process improvements once the backlog is cleared.
* Continuous learning : You will become highly proficient on tools such as Forest and Zendesk on a daily basis.

🤝 About your future manager

* Their background: Alessandro is the KYC-B Operations Team Lead for the Italian market. With a strong customer-care background and several years at Qonto, he is deeply invested in the team's success and is supported by Qonto's comprehensive internal management training.
* What he brings to the team: Alessandro brings a customer-obsessed, quality-driven approach to the team. He combines frontline operational understanding with clear communication skills-helping align stakeholders and keep execution smooth in fast-moving contexts for the Italian market and KYC/KYB-related topics.

🏅 About You

* Experience: You have 1 to 2 years of operational experience in customer care, KYC/KYB and/or compliance, ideally in a fast-paced fintech or startup environment.
* Compliance mindset: You have strong attention to detail and are completely comfortable reviewing complex legal and financial documentation.
* Analytical writing: You possess strong structured reasoning skills and can write detailed, clear analyses to justify your decisions.
* Adaptability & Resilience: You are a fast learner who can start from scratch and thrive in a high-volume, challenging, and sometimes stressful environment.
* Languages: You are fluent in written and spoken Italian and have excellent English skills (Qonto's internal language).
* Customer awareness: You understand the impact of your work on the customer journey and strive to maintain high customer satisfaction metrics.
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.

Our hiring process

- Interviews with your Talent Acquisition Manager and future managers (1 hour each)
- A remote or live exercise to demonstrate your skills and give you a taste of what working at Qonto could be like

On average, our process lasts 20 working days - more information here on our candidate journey.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please click here.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us