Senior Specialist, Customer Due Diligence

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Specialist, Customer Due Diligence

Overview
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere, by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers stronger business results.

As an important part of building loyalty and customer experience, we are looking for a:
Senior Specialist – Customer Due Diligence (CDD)
Location: Copenhagen

About the Role
The Senior Specialist is a key role within the Customer Due Diligence (CDD) and Service Operations function, ensuring high‑quality KYC/AML reviews and strict adherence to all relevant regulatory requirements.

The Senior Specialist will provide expert KYC and ODD guidance, support risk‑mitigation activities, and ensure that onboarding and ongoing due diligence processes are aligned with internal policies and external regulatory standards.

In addition, the Senior Specialist will plan and prioritize daily operational tasks—coordinating case flow, optimizing resource allocation, and ensuring that KPIs, SLAs, and quality metrics are consistently achieved.

The role proactively identifies regulatory and operational risks, drives continuous improvement and operational excellence initiatives, and contributes to a strong, compliant, and high‑performing CDD and customer service environment.

About You
• Ability to create followership and motivate a team
• Strong, clear, and structured communicator
• Demonstrates ownership, accountability, and proactive problem-solving
• Confident decision-making grounded in regulatory and risk understanding
• Hands-on leadership style — leads by example and contributes operationally
• Comfortable providing ongoing feedback and supporting performance development
• Builds strong professional relationships across functions
• Communicates effectively with both technical and non-technical stakeholders
General Skills & Capabilities
• Fluent in Danish and English (written and verbal), able to engage effectively with customers
• Able to manage multiple tasks and adapt to rapidly changing priorities
• Analytical and detail-oriented
• Strong problem-solving skills and flexibility
• Able to handle sensitive and confidential information with discretion
• High degree of self-awareness and independence
• Demonstrates initiative and ownership in all tasks
• Proficient in MS Office

KYC/AML Expertise
• Solid background within KYC, AML, CDD/EDD, and customer risk assessments
• Strong understanding of relevant regulatory requirements and compliance standards
• Ability to translate complex regulatory concepts into practical, operational processes
• Experienced in reviewing, validating, and coaching on complex casework
• Recognized as a subject‑matter expert and trusted escalation point

Operational Excellence & Team Development
• Skilled in prioritization, workflow coordination, and task management
• Able to develop a small team and build competencies over time
• Consistently focused on quality, timely delivery, and disciplined processes
• Balances regulatory expectations with an efficient and positive customer experience
• Identifies improvement opportunities and contributes to a high‑performing environment

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.