Customer Care Onboarding Officer (KYCB) - French Market 🇫🇷
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.
