Contact
Espoo, Finland
jasmiincole96@gmail.com
+358 44 204 0250
LinkedIn
Education
Bachelor of Business Administration
Metropolia University of Applied Sciences
Graduated May 2025
Finnair Flight Academy
Cabin Crew Qualification
Kauniaisten Lukio
Core Competencies
- Customer Support
- Service Delivery
- Merchant Onboarding
- SEPA & SWIFT Payments
- KYC & Compliance Support
- Incident Management
- Merchant Settlements
- Process Improvement
- Stakeholder Management
- Customer Documentation
- Efecte Ticketing System
- Problem Solving
- Cross-functional Collaboration
Selected Achievements
- Promoted three times in under four years (Customer Support Specialist → Service Delivery Specialist → Service Delivery Manager)
- Managed the full merchant lifecycle, including onboarding, KYC, payment operations, settlements and ongoing support
- Trusted to handle regulatory authority requests, including Police and Customs
- Trained and onboarded new team members
- Supported Key Account Managers in delivering excellent merchant service
Language
- Finnish – Native
- English – Professional (C1)
- Swedish – Intermediate
Jasmiin Cole
Customer Support | Payment | Service Delivery
Customer Support and Service Delivery professional with over four years of experience in payment services, merchant operations and banking. Experienced in managing the entire merchant lifecycle from onboarding and KYC to payment operations, settlements, incident management and ongoing customer support. Skilled at resolving complex operational issues, coordinating cross-functional teams and continuously improving processes to deliver an excellent customer experience.
Accustomed to working in an international environment, collaborating daily in English with colleagues across Sweden, Norway and Denmark while supporting Finnish merchants in their native language. Known for building strong relationships with customers and colleagues through a collaborative, solution-oriented approach, and recognised as a dependable team player who enjoys helping others and contributing to a positive working environment.
Experience
March 2026 – Present
Swedbank Pay
Service Delivery Manager
- Manage daily service delivery for a portfolio of Large Corporate merchants, ensuring high service quality and operational reliability.
- Monitor daily merchant settlements and ensure timely payouts.
- Investigate settlement issues in collaboration with Incident Management and technical teams.
- Proactively communicate incidents and service disruptions to merchants, ensuring transparent and timely updates.
- Coordinate the resolution of operational issues across multiple stakeholders.
- Drive continuous improvements to customer support processes and service quality.
- Collaborate closely with Product, Development, Operations and Key Account Managers to deliver high-quality customer service.
December 2022 – February 2026
Swedbank Pay
Service Delivery Specialist
- Managed merchant onboarding and account setup for new customers.
- Processed daily merchant account changes, including new store and MID creation, account updates and service requests.
- Supported large corporate merchants with contracts, KYC requirements and operational inquiries.
- Worked with SEPA and SWIFT payment processes.
- Monitored merchant settlements and investigated payment discrepancies.
- Responded to official requests from authorities, including Police and Customs.
- Investigated customer cases using the Efecte ticketing system.
- Participated in incident management together with internal stakeholders.
- Maintained and updated customer-facing website content for the Finnish market.
- Prepared monthly merchant reports, including service fee reporting.
- Supported Key Account Managers with operational and customer-related requests.
- Improved internal processes and customer support workflows.
May 2022 – November 2022
Swedbank Pay
Customer Support Specialist
- Delivered first-line customer support via ticketing system, email and phone.
- Assisted merchants with onboarding and account-related inquiries.
- Resolved payment and transaction issues.
- Escalated technical cases when necessary.
- Delivered timely and professional customer service.
December 2020 – August 2021
OP Uusimaa (Helsinki Region Cooperative Bank)
Customer Advisor
- Provided daily banking services and financial guidance.
- Assisted customers with payments, accounts and banking products.
- Delivered excellent customer service in a regulated banking environment.
April 2016 – December 2022
Finnair
Cabin Crew
- Delivered premium customer service in an international environment.
- Solved customer situations under pressure.
- Worked in multicultural teams while maintaining safety and compliance.
Reference
References available upon request.