Banking Ops Apprentice

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. ------------------------------------------------------------------------------------------------------ Join our Banking Ops Card team as an apprentice and contribute to one of Qonto's most cross-functional operations teams. You'll manage a critical backlog while building deep expertise in dispute management, fraud analysis, compliance reporting, and AI-powered automation — from day one. You will report to Hery Rakoto, who leads Card Operations at Qonto. Rhythm: 3 days/2 days or 4 days/1 day. ➡️ What you'll do 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 operational queues and SLA alerts: Manage alerts on dispute backlogs, refund processing on closed accounts, Mastercard security alerts (compromised card data), and answer complex escalations from Customer Support on payment issues. Support risk & compliance reporting: Contribute to monthly loss rate and commission reports, and regulatory submissions to central banks (Banque de France, Banco de España, Banca d'Italia). Participate in automation projects: The team is outsourcing low-value tasks and implementing AI workflows — you'll contribute to process automation, regulatory reporting improvements, and cross-team projects. ➡️ What we're looking for Education: Currently pursuing a Master's in Finance, Accounting, Management Control, Banking & Insurance, or a programme with a strong legal or compliance component. Analytical rigour: Detail-oriented and methodical — in dispute analysis, one overlooked detail can invalidate an entire case. This is the skill we value most. Technical comfort: Comfortable with Excel or equivalent data tools. Familiar with Notion. Experience with CRM or ticketing tools (Zendesk, Intercom) is a plus; SQL knowledge is a strong bonus. Curiosity and continuous improvement: You're always looking to understand how things work and how to make processes better — not just execute them. Languages: Native or fluent French (required) + professional English. Other languages are a plus. ➡️ What we can offer you Real ownership from day one: No distinction between apprentices and permanent team members — you get real tasks, real responsibility, and honest feedback from the start. Broad operational exposure: Chargebacks (issuing & acquiring), fraud analysis, Mastercard scheme rules, central bank regulatory reporting across France, Spain, Italy, and more. The complexity of your work increases quickly as low-value tasks are outsourced. AI & automation transformation: The team is actively implementing AI-powered workflows. You'll contribute to identifying and building new automated processes — not just use what already exists. Cross-functional reach: 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. ➡️ Your future manager Your manager will be Hery Rakoto, who leads Card Operations at Qonto, reporting to Justine, Head of BO Payments. Their path? Hery has led the Card Operations team for over a year with full ownership — chargebacks, fraud analysis, Mastercard scheme management, acquiring operations, and multi-market central bank reporting. What do they bring to the team? An empathetic, autonomy-focused management style built on genuine skill development. They give real tasks from day one, use progressive challenges to identify your strengths, and actively develop the people around them. They value curiosity, rigour, and continuous improvement.