Xero
Denver, CO

Customer Experience Specialist- Banking

Sorry, this job was removed at 3:45 p.m. (MST) on Tuesday, May 8, 2018
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How you'll make an impact
The role of the Customer Experience Specialist - Deliver exceptional customer support to facilitate the establishment of bank feeds, activate feeds via the Bank Feed Manager, follow-up banking queries and pursue the establishment of bank feeds with other banks,financial institutions, or third parties.
 
Of course, this position description is just a guide - you'll be expected to be flexible and perform any other duties as reasonably required of you by your Manager and this position description is likely to evolve and develop over time.
Success looks like

  • Timely establishment of bank feeds
  • Timely, accurate and helpful responses to customer support banking requests and queries

What you'll do

  • Delight customers!
  • Facilitate the establishment of bank feeds by providing solutions for customers
  • Activate bank feeds and check the arrival of bank feeds using internal tools and processes
  • Assist in the review, classification and prioritization of customer support bank feed requests
  • Where assigned an issue, respond to the customer by email or phone, within our targeted initial response times, to either resolve the issue or request further information/clarification regarding the issue
  • Maintain a high quality of written communication in an agreed style and format.
  • Where necessary, consult with the technical and/or product team members for their input in diagnosing and providing the customer with a resolution to the issue
  • Where appropriate arrange to telephone the customer or assign the issue to the Banking Team Leader to call and expedite the diagnosis and resolution of critical issues.
  • Attend and assist with training sessions on in-house software applications and selected areas of the Xero accounting application

What you'll bring with you

  • Excellent oral and written communication
  • Some banking (teller) and/or spreadsheet skills desired
  • Diligence and commitment to following through and resolving problems
  • Initiative and ability to self-manage, flexibility
  • Confidence with technology, google apps and some experience with other small business accounting systems
  • Ability to build effective relationships

This is a non-exempt, full time role in Denver, CO. You must also be able to start on May 21, 2018.
It's time to introduce yourself

Now that we've caught your attention, it's time to catch ours. Please apply if you:
Love doing #beautiful work – contribute to a beautiful experience for our customers.
Show your passion for the #human side of software development through cultivating a deep understanding of the needs and aspirations small business owners.
Seek the #challenge of complex technical problems, crazy-smart collaborators and a fast-paced work environment.
#Champion creative development by bringing a unique point of view while inspiring impeccable work from others.
Take #ownership by driving meaningful change and delivering results with passion and purpose.
Xero is an Equal Opportunity Employer.

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What are Xero Perks + Benefits

Xero Benefits Overview

Xero offers a variety of benefits aimed at helping our employees maintain their physical, financial and mental wellbeing, allowing them to bring their best selves to work each day

Culture
Volunteer in local community
Xero employees are given a day off each year to volunteer in their communities.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Typically, we work from home as needed. During COVID, all employees are working remotely and have access to stipends to access the equipment they need to be successful.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
42% of Xero's leadership team is female, while our Board of Directors maintains an equal gender balance. Xero was included in Bloomberg's 2020 Gender Equality Index report.
Mandated unconscious bias training
All Xero employees will complete online unconscious bias training during on-boarding
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
The talent and leadership teams at Xero are committed to building diverse talent pipelines that reflect the communities we serve.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Xero allows employees to set aside pre-tax dollars for medical and dependent care expenses. $2,650 annual limit for healthcare FSA
Disability insurance
Xero's long and short term disability plans provide income protection at 60% of annual base salary
Dental insurance
Cigna dental PPO plan
Vision insurance
VSP vision plan
Health insurance
Xero offers a variety of health plans including Cigna HSA, Cigna PPO, and Kaiser HMO for Colorado and California employees
Life insurance
Provided to Xero employees at no cost. Coverage for each employee of 2x annual base salary up to $500,000
Wellness programs
Xero will fund up to $300 annually in employee health reimbursement account to be used toward a health improvement activity including gym membership, mental, physical or financial health
Mental health benefits
Concern EAP benefits for all employees
Financial & Retirement
401(K)
401(K) matching
Xero will match 100% on the first 3% contributions plus 50% match on next 2% of contributions
Company equity
All Xero employees are granted Restricted Stock Units at a certain percentage of their base salary which vests over a 3 year period
Child Care & Parental Leave Benefits
Generous parental leave
26 weeks paid parental leave.
Vacation & Time Off Benefits
Generous PTO
Xero offers 21 days of paid time off, 10 wellness days, as well as 11 paid holidays per calendar year. We also participate in a company wide shut down between Christmas and New Years Day
Paid volunteer time
Xero encourages employees to give back to our communities by providing 8 hours of paid volunteer time per year
Paid holidays
11 paid holidays per calendar year
Paid sick days
Each employee is granted 10 wellness days per year in addition to our generous PTO
Office Perks
Commuter benefits
Set aside pre and/or post tax dollars for commute related transit, parking and bike expenses
Company-sponsored outings
Annual holiday party, as well as a summer celebration!
Free snacks and drinks
You find a variety of fruit, chips, nuts, snack bars, sodas and iced tea in the Xero kitchen
Some meals provided
Breakfast each Tuesday and lunch every Thursday from a variety of local vendors
Company-sponsored happy hours
Happy hour starts every Friday at 4!
Fitness stipend
Our monthly health reimbursement plan can be used towards your fitness membership or a variety of other health related wellness programs
Professional Development Benefits
Job training & conferences
Teams have budget set aside each year to support growth and up-skilling
Lunch and learns
Promote from within
Customized development tracks

Additional Perks + Benefits

Xero leadership consistently reviews benefits to ensure they are competitive and allow our people to bring their full selves to work each day.

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