Customer Care Onboarding - Spanish Market 🇪🇸

• →Validate complex customer and company profiles: Review KYC/KYB cases that go beyond routine processing — analysing corporate structures, beneficial ownership, and business models to make compliant account-opening decisions.
• →Review KYC/KYB documentation across the customer lifecycle: Verify passports, DNIs, company registration certificates (Certificado de Denominación Social), financial statements, and proof of address — including for non-EU shareholders requiring additional scrutiny.
• →Communicate directly with Spanish clients: Handle written and verbal interactions to unblock cases, request missing documents, and explain regulatory requirements clearly — without damaging the customer experience.
• →Collaborate with teams: Work closely with the Anti-Financial Crime, AML, and Fraud teams on exceptions, escalations, and risk signals to ensure every decision is properly grounded.
• →Contribute to process improvement: Identify bottlenecks, challenge inefficient procedures, and help reduce lead time — with a team target of 15 hours per validation and a quality target of 99.5%.

• Customer operations experience: You have between 1–3 years in KYC/KYB, customer care, compliance, fintech, banking, or regulated customer operations. You've reviewed real documentation and know how to justify a decision clearly.
• Analytical rigour: 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 Spanish and English: Fluent written and spoken Spanish is essential; English is Qonto's internal language. You can explain sensitive compliance requirements to clients simply and professionally.
• 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.

• 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 Spanish regulatory framework (Banco de España), compounding over time.
• Autonomy to improve things: You'll have the latitude to challenge procedures, propose process improvements, and contribute to a faster, smoother account-opening experience — not just execute a playbook.
• 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.

Your manager will be Catarina Nobre, who oversees KYC/KYB Operations for Portugal and Spain.

• Her path? Nearly 5 years at Qonto — Catarina started as a Customer Success Officer for Spain, was promoted to Customer Success Manager, then moved into KYC/B as Customer KYC/B Manager for Portugal, and became Team Lead for Portugal & Spain in 2025. Before Qonto, she spent close to 5 years at Comdata Group as a Customer Care Representative covering Portugal and Spain.