Banking Ops Apprentice

France·ParisApprenticeshipmid

OtherApprentice

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Quick Summary

Key Responsibilities

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,

Technical Tools

OtherApprentice

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

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

Their path: Hery has been leading this team since for more than a year, with full ownership of card operations at Qonto — chargebacks, fraud analysis, Mastercard scheme management, acquiring operations, and multi-market central bank reporting. Reporting directly to Justine, Head of BO Payments.
What they can bring to you: An empathetic, autonomy-focused manager who invests in genuine skill development. They give real tasks from day one, use progressive challenges to identify your strengths, and never treat apprentices differently from permanent staff. They value curiosity, rigor, and a continuous improvement mindset — and actively develop the people around them.

Education: Currently pursuing a masters 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