Customer Onboarding Officer - Italian Market 🇮🇹

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. 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. ------------------------------------------------------------------------------------------------------ ⭐ 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. 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. ---------------------------------- ---------------------------------- ---------------------------------- 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, w e 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] )