Customer Behavior Specialist

Analysis & Analytics Posted date 6 October 2020 HvidovreSantander

As Customer Behavior Specialist, you have a central role in helping Santander Consumer Bank to fulfil its legal and regulatory as well as internal obligations.

Main task and responsibilities
The main responsibility as Customer Behavior Specialist is to monitor all alerts generated by transaction monitoring systems.

The tasks will include, but not be limited to the following:

Alert analysis

  • Perform initial analysis of alerts generated by transaction systems
  • Determine if the case requires further investigation by an AML & Fraud specialist and pass it over to Investigations team
  • Resolve alerts that are false positives
  • Verify suspicious transactions with the customer
  • Perform quality assurance and controls for alert handling (experienced specialist)

Interpret Customer Trends

  • Perform analysis of the false positives and highlight and/or escalate change in customer behavior patterns, new trends to Investigations and Prevention & Analytics teams
  • Support Prevention & Analytics team in testing and fine-tuning new rules & scenarios applied to the Transaction Monitoring systems
  • Continuously identify opportunity areas for the Prevention & Analytics team to create and/or adjust rule & and scenarios to reduce the number of false positives


  • Provide input on customer behavior trends to GRC team for improving and updating training materials
  • Keep up to date on the trends and changes in the market when it comes to AML & Fraud
  • Support Head of Customer Behavior team in execution of controls and quality assurance

Personal Characteristics

  • Strong integrity / ethics – ensures all processes are Compliant and follows International and local Banking Regulations
  • Strong time management skills
  • Organized, structured, result oriented
  • Highly independent, innovative and self-driven
  • Attentive to detail
  • Passionate about preventing AML & Fraud and upholding Santander reputation as a responsible bank
  • Thrive in a dynamic and changing environment
  • Passionate about analysis
  • Eager to learn

Competencies and Skills

  • Basic knowledge of AML and other banking regulations and how they are interpreted across the Nordics
  • Ability to work cross functions and organizational boundaries
  • Ability to manage multiple high priority issues / deliverables at the same time
  • Fluent in written and spoken Danish and English

Preferred Experience & Education
Relevant work experience in back office/operations within a bank, insurance company or other financial institution – experience with AML related matters would be an advantage. Through your work experience, you have built an understanding and basic working knowledge of AML laws & regulations across the Nordics. Proven experience in transaction monitoring would be an advantage.

You have a higher education in Economics, Business Administration, Law, or any other related field. Relevant experience can compensate for missing degree.

We offer

  • An opportunity to work in a large, high-performing international company, in a dynamic environment that is constantly changing
  • A corporate culture that is professional and dynamic, yet informal. Bureaucracy is kept to a minimum, as we expect our skilled employees make long lasting and impactful decisions to shape our future
  • Highly competent, dedicated and friendly co-workers with collaboration across the Nordics
  • A competitive salary and compensation package
  • Posted date 6 October 2020
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