Jasmiin Cole

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 Relationship Management
  • Merchant Relationships & Retention
  • Customer Needs Analysis
  • Stakeholder Management
  • Payments & Acquiring
  • Merchant Onboarding & Settlements
  • KYC & Compliance
  • Service Delivery
  • Incident & Problem Management
  • Process Improvement
  • Cross-functional Collaboration

Selected Achievements

  • Promoted three times in under four years, progressing from Customer Support Specialist to Service Delivery Specialist and Service Delivery Manager.
  • Built 4+ years of experience in the acquiring and payments industry, working closely with Large Customers.
  • Experienced across the full merchant lifecycle, from onboarding and KYC to payment operations, settlements and ongoing support.
  • Supported Key Account Managers in delivering excellent merchant service.

Language

  • Finnish – Native
  • English – Professional (C1)
  • Swedish – Intermediate

Jasmiin Cole

Customer Success | Payments | Acquiring | Merchant Relationships

Customer Success and Service Delivery professional with 4+ years of experience in the acquiring and payments industry, currently managing service delivery for Large Customer merchants at Swedbank Pay. Experienced across the merchant lifecycle, including onboarding, KYC, payment operations, settlements, incident management and ongoing customer support.

Proactive, driven and solution-oriented professional who enjoys taking ownership, building strong customer relationships and finding solutions that create value for both customers and the business. Experienced in working with large merchants and cross-functional teams in an international environment.

Now motivated to take the next step towards a more commercially focused role, developing further in customer retention, account development and customer growth.

Experience

March 2026 – Present

Swedbank Pay

Service Delivery Manager

  • Manage day-to-day service delivery for a portfolio of Large Customer merchants, ensuring high service quality and operational reliability.
  • Build and maintain strong relationships with large merchant customers by understanding their needs and taking ownership of customer issues.
  • Coordinate complex customer cases and operational issues across KAM, IT, Incident Management, Settlement, Invoicing and other internal teams.
  • Manage merchant-related requests including account changes, MID-related matters, payment and transaction issues and settlement-related topics.
  • Coordinate customer onboarding activities, including timelines, pilots, special requests and required documentation.
  • Manage customer communication during incidents, ensuring clear, proactive and timely updates throughout the resolution process.
  • Prepare and analyse customer, sales-related and operational reports to support customer management and business activities.
  • Identify opportunities to improve customer support processes, service quality and ways of working.

December 2022 – February 2026

Swedbank Pay

Service Delivery Specialist

  • Managed merchant onboarding and account setup for new customers, supporting a smooth customer experience from the beginning of the relationship.
  • Supported merchant customers with contracts, KYC requirements, payment operations and day-to-day operational inquiries.
  • Managed account changes, new store and MID creation and other customer-specific requests.
  • Monitored merchant settlements and investigated payment discrepancies and transaction-related issues.
  • Supported Key Account Managers with customer-related and operational requests.
  • Investigated customer cases and coordinated incident management with internal stakeholders.
  • Maintained customer-facing website content for the Finnish market.
  • Prepared monthly merchant reports, including service fee reporting.
  • Contributed to improving 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 and 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.

References

References available upon request.