Collection Specialist

About the role

As a Collection Specialist at Santander Consumer Bank in Denmark, you will manage the full collection lifecycle while ensuring compliance with regulatory standards. The role blends daily operational case handling with opportunities to improve processes and collaborate across functions to deliver an excellent customer experience.

Key responsibilities

• Respond to customer enquiries via phone, email and other channels in a professional, customer‑focused manner.
• Handle enquiries from customers, collection agencies, legal partners and other stakeholders.
• Manage collection activities throughout the customer journey, including reminders, loan terminations and preparation of cases for external debt collection.
• Process deceased estate cases related to loans and credit facilities, including creditor claims.
• Order and retrieve documentation from relevant authorities and institutions.
• Prepare and forward legal documentation and case files to external partners and legal counsel.
• Support administration of repossessed vehicles and other secured assets.
• Maintain accurate documentation and records in line with internal policies and regulatory requirements.
• Identify opportunities to improve collection processes, increase efficiency and enhance the customer experience.
• Participate in system enhancements, testing and implementation of new processes.
• Collaborate closely with colleagues across departments and Nordic stakeholders to ensure consistent and compliant collection practices.

Required profile

• Minimum three years of experience in collections, customer service, or a related operational role.
• Experience in banking or financial services is an advantage.
• Good knowledge of debt‑collection legislation and regulatory requirements.
• Familiarity with debt‑collection practices in one or more Nordic countries is a plus.
• Customer‑oriented, solution‑focused and able to balance empathy with business objectives.
• Structured, organised and capable of managing multiple priorities in a dynamic environment.
• Curious and proactive attitude towards digital tools and process improvement.

Required skills

• Microsoft Office, particularly Excel and Word.
• CoreView or similar collection systems.