Banking Ops Apprentice

Responsibilities

• 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 You

• Education: Currently pursuing a master’s 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

Benefits

• 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

Schedule Preference: 3 days/2 days OR 4 days/1 day