Claims Officer

**Our mission**? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market.

**Our journey**: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking

**Our values**:
**Customer focus |** Prioritize customers in everything you do

**Ownership |** Own your part, get things done

**Teamwork |** Make (team)work easy

**Mastery |** Continuously raise the bar

**Integrity |** Always do what’s right, and respect people

**Our beliefs**: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.

Discover the steps we took to create a discrimination-free hiring process.

Join us as a **Claims Officer**to help build and strengthen our claims processing capabilities for the Italian market. You'll play a crucial role in ensuring our Italian customers receive timely and accurate responses to their claims while maintaining Qonto's high standards of service. Working closely with Ghislain, our Legal Counsel in charge of the Litigation & Banking Ops teams, you'll be part of shaping how we handle customer concerns in one of our key markets.

**‍‍ As a Claims Officer at Qonto, you will**:

- ** Process and investigate customer claims for the Italian market**, maintaining a daily target of 5 claims while ensuring compliance with legal requirements
- ** Analyze complaints thoroughly** to identify root causes and provide accurate responses
- ** Collaborate with various departments**to gather necessary information and resolve complex cases
- ** Maintain detailed documentation** of all claims and their resolutions
- ** Contribute to improving our claims handling** processes based on customer feedback and team insights

**What you can expect**:

- **Market/Team Context**:You'll be part of a dedicated 3-person team handling claims for the Italian market, working directly with our Legal department to ensure regulatory compliance
- **Methodologies**: We focus on thorough investigation and clear communication, ensuring each claim is handled with the attention it deserves
- **Impact**:Your work will directly contribute to maintaining Qonto's reputation in Italy and ensuring customer satisfaction
- **Environment**:You'll work from our central Paris office, collaborating with teams across different departments

**About your future manager Ghislain**:
Your future manager, brings valuable expertise in litigation and a deep understanding of internal operational processes. Before joining Qonto, he worked for 6 years as a litigator specializing in product regulatory law and commercial litigation. Having lived in all Qonto countries, he brings a unique perspective to the team. Ghislain values teamwork and gives autonomy to his team members to learn and grow.

**About You**:

- ** Languages**:Native level Italian and fluent English proficiency are essential to effectively communicate with customers and internal stakeholders
- ** Experience**: At least 1 year of experience in customer service or claims handling, preferably in a financial services environment
- ** Rigor**:Strong attention to detail and ability to maintain accurate documentation while meeting daily targets
- ** Communication**:Excellent written and verbal communication skills, with the ability to explain complex situations clearly
- ** Customer Focus**: Demonstrated ability to handle customer concerns with empathy and professionalism**Perks**

A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.
- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;
- Competitive salary package;
- A meal voucher;
- Public transportation reimbursement (part or global);
- A great health insurance (depending on the country);
- Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities;
- A progressive disability and parenthood policy (1 in 6 of Qonto employees is a parent) and childcare benefits with selected partners;
- Monthly team events.

**Our hiring process**:

- Interviews with your Talent Acquisition Manager and future managers
- A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like

We will send you an **interview guide** so you can best prepare yourself.

On average, our process lasts **20 working days** and offers usually follow within **4