KYCB Analyst - Dutch 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 (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 a KYCB Analyst (Dutch market, frontline) to help Qonto scale its Dutch account-opening operations. You’ll review and decide on KYC/KYB cases day to day. This position is based in Barcelona, in a team of 6 led by Francesca, our Team Leader for the Dutch and Belgian onboarding team.

➡️ 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 what’s needed, aiming for a 94% CSAT. Outbound calls are a regular part of the job.
• Chase pending validations with reminder calls, and escalate blockers beyond frontline scope to the backline team, rather than guessing.

➡️ What we’re looking for

• Dutch and English fluency: You speak and write fluent Dutch and English (Qonto’s internal working language), so Dutch clients get clear answers and we reach a 94% CSAT.
• Phone confidence: You’re not afraid of outbound calls. You’ll make several 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%.
• Understanding of what’s at stake: This isn’t a call-centre job. It’s a payment institution, and validate/reject decisions carry real compliance weight.
• 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, growth-oriented environment.
• A collaborative team: Work with a team that values cooperation, communication and continuous improvement.
• Real tool mastery: Build hands-on expertise with customer service tools like Zendesk, Notion and others.
• Ownership from day one: A hands-on culture where you take on real responsibilities and make real decisions.

➡️ Your future manager
You’ll report to Francesca De Zotti, Team Leader for Qonto’s 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 giving everyone room to contribute 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.