Customer Support Officer

Keytrade Bank SA; Watermaal-Bosvoorde; Hybrid; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Group insurance

Health insurance

Hybrid work model (Brussels + home)

Job summary

Keytrade Bank, Belgium's digital bank, is hiring a Customer Support Officer to be the voice of the brand across phone, email, chat and other digital channels. You will help customers with daily banking needs and gradually develop expertise in banking, savings and investing services.

You will follow a structured learning journey, grow your banking knowledge and customer communication skills, supported by coaching and colleagues.

Qualifications

• Bachelor’s degree or equivalent by experience.
• Professional proficiency in French and Dutch, with a good working knowledge of English.
• Customer-minded with strong communication and problem-solving skills.
• Able to work autonomously in a fast-moving digital environment.

Responsibilities

• Be the voice of Keytrade Bank - support customers via phone, email, chat and other digital channels.
• Deliver solutions, not just answers - provide fast, clear and accurate support.
• Own the customer journey - aim to resolve questions from first contact and guide to the right solution.
• Help customers navigate our digital bank - assist them in using platforms, services and products.
• Build expertise in banking and investing - develop knowledge from everyday banking to investment topics.
• Support, explain and facilitate - inform customers while respecting regulatory guidelines.
• Make us better - share customer feedback and recurring issues to improve processes.

Skills

Bilingual French

Dutch proficiency

English proficiency

Customer-minded

Problem solver

Team player

Digital savvy

Curious and eager to learn

Education

Bachelor’s degree or equivalent by experience

Job description

About Keytrade Bank - Where Digital Banking Meets Human Expertise

For more than 25 years, Keytrade Bank has been a pioneer in digital banking, offering its customers a fully online banking, investment and trading experience.

Today, we are much more than an online bank. We are an established challenger in the Belgian banking market, combining the agility and innovative mindset of a fintech with the stability and expertise of an established financial institution.

Our ambition is simple: make banking and investing easier, more transparent and accessible through competitive solutions and a great digital experience.

Our growth speaks for itself: we have doubled our customer base in five years - and we intend to keep growing.

As part of Arkéa Direct Bank, Keytrade Bank brings together dynamic professionals who want to make a difference for our customers and help shape the future of digital banking.

Your Mission

As a Customer Support Officer, you are at the heart of the Keytrade Bank customer experience.

You help our customers navigate their daily banking needs and progressively develop your expertise across our banking, saving and investment services.

You will:

• Be the voice of Keytrade Bank - support our customers via phone, email, chat and other digital channels.


• Deliver solutions, not just answers - understand the customer’s situation and provide fast, clear and accurate support.


• Own the customer journey - aim to resolve questions from the first contact whenever possible and guide customers towards the right solution.


• Help customers navigate our digital bank - assist them in using our platforms, services and products with confidence.


• Build expertise in banking and investing - progressively develop your knowledge from everyday banking to more advanced investment-related topics.


• Support, explain and facilitate - help customers understand how our products, services and investment platforms work, while respecting the regulatory framework: your role is to assist and inform customers, not to provide personalised investment advice.


• Make us better - share customer feedback and recurring issues so we can continuously improve our processes, tools and digital experience.

Learn & Build Your Banking Expertise

You don’t need to arrive as a banking or investment expert.

We believe expertise can be built.

That is why you will follow a structured learning journey, starting with the foundations of banking and progressively developing towards more specialised topics.

Along the way, you will develop both your technical banking knowledge and your customer communication skills, supported by training, coaching and experienced colleagues.

The objective is to give you the confidence and expertise to support increasingly diverse and complex customer questions while remaining within the boundaries of an assistance and information role.

Who You Are

You don’t necessarily need years of banking experience. What matters most is your ability and motivation to learn, help customers and work in a fast-moving digital environment.

You are:

• Professional proficiency in French and Dutch, with a good working knowledge of English.


• Customer-minded - you enjoy helping people and finding solutions.


• Clear and precise - you communicate professionally and pay attention to spelling, grammar and detail.


• Curious and eager to learn - banking, investments and the digital world interest you.


• Digitally savvy - you feel comfortable navigating different tools and digital platforms.


• A problem solver - you like understanding what went wrong and finding the best way forward.


• A team player who can work autonomously - you enjoy collaborating but can also take ownership.


• Flexible and adaptable - you are comfortable working within a dynamic service environment and shift planning

You have at least a bachelor’s degree or equivalent by experience.

Why Join Keytrade Bank?

A Fintech Mindset with the Strength of a Bank

Work in a digital-first environment where innovation, simplicity and customer experience are part of our DNA.

Build your expertise step by step - from everyday banking fundamentals to savings, investments and trading-related topics.

A True Hybrid Way of Working

We combine the best of both worlds: 50% of your working time at our Brussels office and 50% working from home, giving you flexibility while maintaining strong collaboration with your colleagues.

Join an open and collaborative team where knowledge sharing, continuous improvement and helping each other are part of the way we work.

An Attractive Package

We offer a competitive salary combined with a broad range of benefits, including:

• Group insurance


• Health insurance

An Open & Inclusive Culture

Different backgrounds, experiences and perspectives make us stronger. We want people to contribute, speak up and help us improve.

Ready to Start Your Journey?

Whether you already have experience in banking or are looking for an opportunity to enter the financial sector and build your expertise, Keytrade Bank gives you the environment, training and opportunities to grow.

You will not simply answer customer questions.

You will learn banking, solve problems, develop expertise and contribute directly to the experience of thousands of Keytrade Bank customers.

Ready to grow with us? Join Keytrade Bank.