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.
Our journey: Founded in 2017 byAlexandre 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.
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Join our Banking Ops Card team as an apprentice and contribute to one of Qonto’s most cross-functional operations teams. You’ll help manage a critical backlog while building deep expertise in dispute management, fraud analysis, compliance reporting, and AI-powered automation — from day one.
👩💻🧑💻 As a Banking Ops Apprentice at Qonto, you will:
- Manage card disputes end-to-end — analyse contested transactions, process Mastercard chargebacks on the issuing side, and handle acquiring-side disputes from cardholders contesting transactions with Qonto merchants (via Adyen / POS / tap-to-pay)
- Investigate fraud cases — analyse phishing, account takeover, and device theft cases across multiple internal tools and make reimbursement decisions
- Monitor SLA alerts and operational queues — manage internal alerts on dispute and operations backlogs, refund processing on closed accounts, and Mastercard security alerts (compromised card data at merchants)
- Contribute to risk & compliance reporting — support monthly loss rate and commission reports, and regulatory submissions to central banks (Banque de France, Banco de España, Banca d’Italia, etc.)
- Support CS escalations — answer complex queries escalated by the Customer Support team on payment and transaction issues they cannot resolve themselves
- Participate in automation and process improvement projects — as the team outsources low-value tasks to an external partner, contribute to AI workflow implementation, regulatory reporting improvements, and cross-team projects
🤔 What you can expect:
- A structured onboarding and training plan — dedicated sessions from your manager covering our tools, how card transactions work end-to-end, all the actors involved in a payment, and a gradual operational ramp-up over the first two weeks
- Broad operational exposure — chargebacks (issuing & acquiring), fraud analysis, Mastercard scheme rules, central bank regulatory reporting across France, Spain, Italy, and more.
- Participation in an AI & automation programme — the team is actively implementing AI-powered workflows and identifying new processes to automate; you’ll be part of that transformation from day one
- Fast-growing scope — as low-value tasks are progressively outsourced to Concentrix, the complexity of your work increases quickly; this is not a support role
- No second-class treatment — the manager makes no distinction between apprentices and permanent team members: you’ll receive real ownership, real tasks, and honest feedback from day one
- Cross-functional exposure — you’ll interact with Backend engineering, Risk & Compliance, Legal, Litigation, Internal Control, Customer Support, Finance, and Product teams. All cross-team projects are conducted in English
🤝 About your future manager
- Their path: Hery has been leading this team since for more than a year, with full ownership of card operations at Qonto — chargebacks, fraud analysis, Mastercard scheme management, acquiring operations, and multi-market central bank reporting. Reporting directly to Justine, Head of BO Payments.
- What they can bring to you: An empathetic, autonomy-focused manager who invests in genuine skill development. They give real tasks from day one, use progressive challenges to identify your strengths, and never treat apprentices differently from permanent staff. They value curiosity, rigor, and a continuous improvement mindset — and actively develop the people around them.
🏅 About You:
- Education: Currently pursuing a masters in Finance / Accounting / Management Control, Banking & Insurance, or a programme with a strong legal or compliance component.
- Analytical mindset: You have a rigorous, detail-oriented approach — in dispute analysis, one overlooked detail can invalidate an entire case; this is the skill we value most
- Technical: Comfortable with Excel or equivalent data tools; familiar with Notion; experience with CRM or ticketing tools (Zendesk, Intercom, or equivalent) is a plus; SQL knowledge is a strong bonus
- Curiosity & continuous improvement: You’re always looking to understand how things work and how to make processes better
- Languages: Native or fluent French (required) + professional English; other languages are a plus
Perk
Flex your schedule. Work from home up to 2 days a week with our hybrid policy.
Level up. Self-service Learning & Dev platform and unlimited access to AI tools.
Stay active. Gympass gives you access to 3,000+ sports and wellness partners.
Eat well. Lunch card, 50% on us.
Get around. 50% of the cost of your public transportation pass is covered.
Enjoy the rest. Team events, snacks, and beverages.
Take time off. 1 paid day off per month, no questions asked.
Be yourself. An inclusive, supportive environment where everyone belongs.
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.
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On average, our hiring process lasts20 working days. More information on our candidate journey here
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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])
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.
