Customer Care & Onboarding - Netherlands 🇳🇱 Dutch Speaker

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 1,700 Qontoers serving over 750,000 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.

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Join us as KYCB Analyst (Dutch market, frontline) and help Qonto scale account opening for Dutch clients as we bring this work in-house from an external provider. You'll be based in Barcelona, in a team of 6 led by Francesca, our Team Leader for the Dutch and Belgian onboarding team. You'll review KYC/KYB cases day to day and decide whether accounts can be validated or rejected.

➡️ What you'll do

• Review and decide on ~20-30 KYC/KYB cases per day, validating or rejecting accounts with a 99.5% team compliance score.
• Bring average lead time down to 10h and help 50% of Dutch clients get onboarded within their signup week, by end of year.
• Call clients to request documents and explain requirements, aiming for a 94% CSAT.
• Chase pending validations with reminder calls, and escalate blockers beyond frontline scope to the backline team.

➡️ What we're looking for

• Dutch and English: You speak and write fluent Dutch (standard Dutch or Flemish) and English, so Dutch clients get clear answers and we reach a 94% CSAT.
• Phone confidence: You're comfortable making several outbound calls a day to get the documents each case needs.
• Analytical, detail-oriented mindset: You review documents carefully and justify every decision, which keeps our compliance score at 99.5%.
• Sense of what's at stake: This is a payment institution, not a call centre. You flag doubt instead of guessing.
• Organised under volume: You manage a queue of 20-30 cases a day and still hit our 10h lead-time target.

Nice to have: French (useful with our Belgian team), KYC/KYB or customer support experience. No prior experience is required, and training is provided from day one.

➡️ What we can offer you

• Growth at scale: Be part of Qonto's expansion in a fast-paced environment.
• A collaborative team: We value cooperation, communication and continuous improvement.
• Real tool mastery: Build hands-on expertise with Zendesk, Notion and more.
• Ownership from day one: Take on real responsibilities and make real decisions.

➡️ Your future manager
You'll report to Francesca De Zotti, Team Leader of our Dutch and Belgian onboarding team. She joined Qonto in May 2021 after management roles at fast-scaling companies like Meero. She focuses on localising customer service to build the best market-specific user experience, and her team runs on cooperation, communication and room for everyone's ideas.

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.