Tell us about yourself.
My name is Betsy Duggan and I am a Senior Client Services Analyst for our Client Delivery and Support team at Interac. In my role, I handle client communications in respect to incident, change and problem management (IT Operations). My focus is on building and managing relationships with all our Participants as their single point of contact for technology communications and integration.
Some fun facts about myself: I am a huge F1 fan and never miss watching a race, no matter what time zone! I also love cheese so much that some of my friends call me the cheese monster.
What does a typical day at Interac look like for you?
I do not have a typical day, actually; no two days are the same. I start my day by reviewing my calendar for important meetings and then I respond to the highest priority emails. My day includes working with our vendor partners and internal and external stakeholders while continuing to build and foster relationships between our internal teams and with our Participants. My day can go from handling Participant escalations to coaching teams on improving ways of working.
What is your favourite part of the job?
It is hard to pick just one! At the top of my list is engaging with our various Participants and being the face of our IT Operations team. I feel a sense of pride when representing Interac and always take the “Customer is King” approach. In the end, it is our Participants that keep our business going.
You have worked at Interac for over 4 years; can you share more about your journey here so far?
I’ve been working in IT for over 10 years, but Interac has been my first opportunity working in FinTech. I started my journey here as an Operations Analyst before moving on to the Enterprise Incident Management team. My experience in dealing with our Participants prepared me for my transition to now support the Client Delivery and Support function.
Working with our Participants on a day-to-day basis helped me learn and understand the service we provide across Canada. It continues to amaze me how much we have evolved as an organization and the innovative ways with which we help people manage their money.
What advice do you have for other women looking to kickstart their career in FinTech?
Be flexible because the sky is the limit. The goal is to always believe and stay motivated. The road ahead will get bumpy, but it is important to stay focused and stay on course. Use every day as a new learning opportunity, connect with various people and expand and grow your network. Every person you encounter could teach you something new. Look for mentoring opportunities and never shy away from a challenge. You never know what you are capable of unless you give it a shot. Difficult roads often lead to beautiful destinations!
How do you #EmbraceEquity both at Interac and outside of the workplace?
It is important to know the difference between equality and equity. We all start from different places and equity helps to recognize and acknowledge that every person has unique circumstances and needs. To ensure that women are treated equitably, it is important that resources and opportunities are available to all. In this case, I am lucky to be part of the Women’s Employee Resource Group at Interac, a safe environment that allows for open discussions and understanding. Outside of work, I take an active role within my church community and support multiple groups such as the hospitality and prayer ministries where I feel it is my duty to treat strangers and friends alike.
Interac is committed to supporting small businesses across Canada. Are there any women-owned businesses you’d like to highlight and share?
I want to highlight a former employee of Interac, Tasha Cherian, who co-founded a start-up business called Tiny Culture. This company was born as the founders saw a lack of diversity in the fashion industry with infant outfits. They are on a mission to provide cultural ethnic wear for babies between 0-12 months. The goal is to celebrate cultural diversity with comfort and functionality at the forefront. These women celebrate what makes us unique right from the beginning of life.
What makes Interac a unique place to work?
Interac promotes a healthy work-life balance for all its employees; this not only allows employees to enjoy their jobs but their personal lives as well. The hybrid work model works well for me because it helps minimize commute time and provides flexibility. Our work culture acknowledges that employees come from different places and offers an international remote option, giving employees an opportunity to spend extra time with family and loved ones abroad. Our company also focuses on promoting the emotional wellbeing of its employees by offering extra-long weekends and summer hours to help us recharge and produce the best work possible.
As Interac is celebrating International Women’s Day all month, what does this day mean to you?
International Women’s Day is a day to celebrate and honour women’s achievements and support women worldwide — but we should be celebrating and uplifting women every single day, not just on this one day. It is important to provide education and raise awareness for women’s equality in all forms because there is still more work to be done. We should empower women everywhere at all levels and give them control of their own lives. I love to support and help women from underprivileged countries with initiatives involving education and providing for basic health requirements. Together we are stronger and can move mountains!