Customer Onboarding Officer - German market 🇩🇪

Customer Care Agent Deutschland (m/w/d)

Qonto

Unsere Mission und Kunden: Wir schaffen die Freiheit für KMUs, erfolgreich zu sein - mit Europas führendem Finanz-Workspace, der Banking als Kern mit leistungsstarken Finanztools verbindet. Wir sind stolz auf unsere Trustpilot-Bewertung von 4,8, die auf über 55.000 Rezensionen basiert. Kundenzufriedenheit steht im Mittelpunkt unseres Handelns(und hier) - belegt durch einen Net Promoter Score von 75. Unser Weg: 2017 von Alexandre und Steve gegründet, ist Qonto auf über 1.600 Qontoers gewachsen, die mehr als 600.000 Kunden in acht europäischen Ländern betreuen. Seit 2023 sind wir profitabel - und das ist erst der Anfang. Unsere Überzeugungen: Wir stellen nach Fähigkeiten und Potenzial ein. Mit über 80 Nationalitäten, 45 % Frauen im Unternehmen und 56 % Frauen in unserem Leadership-Team ist Diversität kein Programm – sie ist Teil unserer DNA. Wir haben einen diskriminierungsfreien Einstellungsprozess aufgebaut, weil die besten Teams auf Leistung basieren.  KI bei Qonto: KI ist fest in unsere Arbeitsweise integriert (hier). Jede/r Qontoer/in hat unbegrenzten Zugang zu den besten KI-Tools. Wir suchen Menschen, die experimentieren, ohne auf Erlaubnis zu warten, KI über das Offensichtliche hinaus nutzen und wissen, wann man ihr vertrauen kann - und wann man sie hinterfragen sollte.  ------------------------------------------------------------------------------------------------------ Werde Teil unseres Customer Care Teams als Customer Care Agent Deutschland und unterstütze deutsche Unternehmer und Selbstständige bei komplexen Anfragen rund um Zahlungsdienstleistungen und Kontoverwaltung. Du betreust ein Portfolio deutscher Geschäftskunden und sorgst für ein reibungsloses Banking-Erlebnis. Du berichtest an Sanja Kadžibanov, die unser Customer Care Team Deutschland leitet. Standort: Belgrad (Büro) oder remote in Serbien. ➡️ Was du tun wirst Komplexe Kundenanfragen bearbeiten: Kontopfändungen, blockierte Zahlungen, Kontoschließungen, erweiterte Sorgfaltspflichtprüfungen — du bearbeitest anspruchsvolle Fälle mit Sorgfalt und Präzision. Zahlungsdienstleistungen unterstützen: Kunden bei Fragen und Problemen rund um Zahlungen, Überweisungen und Kontoaktivitäten beraten und schnelle Lösungen liefern. VIP-Eskalationen priorisieren: Anfragen wichtiger Kunden mit besonderer Aufmerksamkeit bearbeiten und sicherstellen, dass ihre Anliegen zeitnah gelöst werden. Wissensbasen effizient nutzen: Schnell durch unsere Wissensdatenbanken navigieren, um präzise Informationen zu finden und Kunden kompetent zu beraten. Zur kontinuierlichen Verbesserung beitragen: Muster in Kundenanfragen identifizieren und Erkenntnisse teilen, die zur Verbesserung unserer Prozesse und Produkte beitragen. ➡️ Was wir suchen Erfahrung im Kundenservice: Mindestens ein Jahr in einem kundenorientierten Bereich, idealerweise im Finanz- oder Dienstleistungssektor. Du hast komplexe Fälle bearbeitet, nicht nur Standardanfragen. Exzellente Deutschkenntnisse: Fließend mit ausgezeichneter Grammatik, Rechtschreibung und Zeichensetzung — du schreibst auf dem Niveau, das deutsche Geschäftskunden erwarten. Gute Englischkenntnisse ebenfalls erforderlich. Kundenorientierung: Du zeigst Empathie und kommunizierst auch in schwierigen Situationen professionell und lösungsorientiert. Detailorientierung: Du arbeitest präzise und sorgfältig, besonders bei Fällen mit rechtlichen Implikationen — ein übersehenes Detail kann den Fall verändern. Belastbarkeit: Du behältst auch bei hohem Ticketvolumen einen klaren Kopf und bleibst lösungsorientiert. ➡️ Was wir dir bieten Abwechslungsreiche, anspruchsvolle Fälle: Pfändungen, Compliance-Prüfungen, blockierte Zahlungen — das ist kein First-Level-Support. Die Komplexität deiner Arbeit ist von Tag eins an hoch. Direkter Einfluss auf das Kundenerlebnis: Qontos Kundenzufriedenheit im deutschen Markt hängt direkt von der Qualität deiner Arbeit ab. Dein Feedback fließt in Produkt- und Prozessverbesserungen ein. Ein Team mit über 100 Mitarbeitern: Du arbeitest in einer etablierten Customer Care Organisation mit klaren Strukturen — Team Leads, Eskalationswege und regelmäßige Teambuilding-Events. Flexibilität: Zwei Bürotage pro Woche in Belgrad, ansonsten remote in Serbien. ➡️ Über deine zukünftige Führungskraft Deine Managerin wird Sanja Kadžibanov sein, die das Customer Care Team Deutschland leitet. Ihr Werdegang? Fast 8 Jahre bei Qonto — Sanja ist von CRM Lead (Cards & Expense Management) über Lead Customer Success Payment Services Germany zur Senior Lead Customer Care aufgestiegen. Sie hat einen Bachelor in Germanistik (Universität Belgrad) und einen Master in professioneller Übersetzung Deutsch. Sie kennt den deutschen Markt, die Sprache und die Kundenerwartungen aus erster Hand. Was bringt sie dem Team? Sanja hat ihre Karriere bei Qonto von Grund auf aufgebaut und weiß genau, wie man in dieser Organisation wächst. Sie legt Wert auf exzellente Deutschkenntnisse, Präzision und Kundenorientierung — und fördert aktiv die Entwicklung ihres Teams.

Customer Care - German market 🇩🇪

Qonto

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 1,600+ 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 us as a Customer Care Manager to own the KYB/KYC lifecycle for Qonto's German business customers, based in our Barcelona office. You will report to Rafael Hajzeri, Lead of the Customer Onboarding Lifecycle team for Germany. You won't be handling account usage questions — your focus is the structured, compliance-driven work that happens after a customer is validated: periodic reviews, data remediation, and documentation. ➡️ What you'll do Own lifecycle reviews: Conduct periodic KYB/KYC re-reviews for German business customers, managing your caseload through Qonto's internal tools. Handle customer support: Reach out to customers via email, chat, and phone to collect updated documentation or resolve data gaps — direct client communication is a regular part of the role. Identify process gaps: Spot recurring blockers, inconsistencies in documentation flows, or tool limitations and flag them to the team — your observations feed directly into how the team improves its processes and knowledge base. Maintain knowledge resources: Contribute to and update internal documentation via Notion AI, ensuring the team's knowledge base reflects current procedures and regulatory requirements. Operate with precision on compliance cases: Work on cases with legal and regulatory implications — an overlooked data point or an unclear client communication can directly affect a customer's account status. ➡️ What we're looking for 1–2 years in a customer-facing role: You've worked in customer support, onboarding, or success — ideally in a structured environment with KPIs. You don't need to come from KYC/KYB specifically, but you need to be comfortable with process-driven work and accountability. Native-level German: You'll communicate directly with German business owners and entrepreneurs. The bar is high — your written German needs to be precise, professional, and clear, because errors in compliance communications have consequences. Attention to detail in complex cases: You read carefully before acting. You notice when something doesn't add up and you ask rather than assume. This matters most when cases have regulatory implications. Composure under pressure: Lifecycle reviews can stack up. You stay methodical and solution-focused when the queue is long and cases are ambiguous. Improvement mindset: You don't just process tickets — you notice patterns, flag blockers, and contribute to making the team's tools and processes sharper. ➡️ What we can offer you Substance from day one: You'll work on KYB/KYC lifecycle cases — compliance reviews, remediation campaigns, risk-class-based re-validations — with real regulatory weight. The learning curve is steep and intentional. A team being built deliberately: The team is structured around distinct ownership areas with a defined mission per person, not a generic shared task list. Tools that match the work: You'll use Aircall for client calls and Notion AI for knowledge management. ➡️ Your future manager Your manager will be Rafael Hajzeri, Lead of the Customer Onboarding Lifecycle team for Germany, based in Barcelona. His path? Originally from Germany, Rafael started his career in hospitality before transitioning into customer support. He has been with Qonto for almost four years, growing with the company into his current role as KYB/KYC Operations Lead – Lifecycle Germany. What does he bring to the team? Rafael built the KYB/KYC Lifecycle team around defined ownership areas and structured processes — each team member owns a specific mission rather than a shared queue. He runs interviews conversationally, prioritises character and thinking alongside technical fit, and is deliberate about who joins the team.

Money Laundering Reporting Officer (f/m/d)

Raisin

Raisin is the world’s leading platform for savings and investment products. Founded in 2012, the FinTech connects consumers with banks in the EU, the UK and the US. This gives consumers better interest rates and banks a diversified form of refinancing. Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market. Raisin currently employs more than 800 people from over 75 countries worldwide. Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns. Team Join the Anti-Financial Crime (AFC) department as our MLRO/GwB. You will lead our mission to prevent, detect, and combat money laundering, terrorism financing, and fraud. As the primary contact for BaFin and the FIU, you ensure Raisin Bank meets Geldwäschegesetz (GwG) and Kreditwesengesetz (KWG) requirements. In this role, you collaborate with a team of experts to develop internal guidelines, oversee control mechanisms, and manage training programs to ensure group-wide AFC compliance and integrity. Your Responsibilities * Regulatory Liaison: Act as the primary interface with the BaFin and the Financial Intelligence Unit (FIU). * Policy Development: Design, implement, and maintain internal AFC policies, ensuring they reflect the latest updates to the GwG and AuA. * Risk Management: Conduct and regularly update the group’s annual risk analysis to identify institutional risks related to money laundering and fraud. * Monitoring & Investigation: Oversee the transaction monitoring systems and conduct manual investigations into high-risk accounts or complex structures. * Advisory: Provide expert guidance to the Board and business units on high-risk client onboarding (PEP, High-Risk Jurisdictions) and the compliance implications of new products. * Training: Develop and deliver mandatory AML/CTF training programs for all employees to foster a robust culture of compliance. * Auditing: Coordinate with internal and external auditors during annual § 25h KWG audits. Your Profile * Minimum 2-5 years of relevant professional experience as an MLRO or Deputy MLRO within a bank. * Expert knowledge of statutory requirements, particularly the German Money Laundering Act (GwG), BaFin AuA, AML Regulation, EBA Guidelines, and the German Banking Act (KWG). * Deep expertise in the areas of KYC, customer identification, and complex risk rating methodologies. * Proven experience in defending risk analyses before boards of management and supervisory authorities. * Hands-on mentality and independent, proactive action paired with high entrepreneurial drive * Strong analytical and conceptual skills combined with high decision making authority regarding technological innovations. * Highest degree of integrity, a sense of responsibility, and the personal reliability required for a key function. * Excellent communication and negotiation skills in both German and English. Join our mission, join our team – and grow with us! At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities. As part of our team, you will benefit from: * Employee Development Budget of €2,000 and four full training days per year. * Flexible working hours, home office and 30 vacation days. * A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%. * Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.  * Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month. * Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs. * Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office. * You are moving from another country or city to join us? We may support your relocation. Raisin Applicant Privacy Policy We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. We are an equal opportunity employer and are committed to creating an inclusive environment for everyone, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.