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Customer Experience Specialist- Banking

| Greater Denver Area

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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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • SalesforceCRM

Location

Just a quick walk from Union Station, our US HQ is located in the heart of Denver's LoHi neighborhood surrounded by local shops and restaurants.

An Insider's view of Xero

What’s the vibe like in the office?

The vibe is that of a coffee driven, people centric, work-hard-stay-true tech business. The humans I interact with daily are passionate and kind, and the leaders are strong and clear. Slap a few dad jokes and a bit of kiwi humor in there, and there you have it.

Ryan

US Customer Experience Team Leader

How do you collaborate with other teams in the company?

At Xero we work tightly with our cross functional teams so that the people closest to the the problem have the freedom to do what they know best. I always look forward to working collaboratively with all the Xero teams because they make work fun while we accomplish things every day.

Kristen

Partner Development Representative

How does the company support your career growth?

One of Xero's values is being #Human, internally and externally. Xero puts the people before the product. Meaning, they encourage employees to ask more questions and speak up to move forward. I feel comfortable that I will continue to grow in my career being apart of more than just a product.

Dori

SMB Market Development Manager

What is your vision for the company?

Xero is on a mission to support our communities by helping small businesses succeed. To do that well - we hire passionate people who engage directly with our customers every day. Leveraging innovative technology to simplify accounting isn't enough – we want to build beautiful experiences that solve the most pressing needs of our customers.

Keri

President, Americas

What makes someone successful on your team?

Having a self-motivational and problem solving attitude are two great characteristics to have. Since we work in a very flat organization, employees are often empowered to manage projects where they need to deploy critical thinking skills in order to complete tasks without having to check in with their manager on every decision.

Collin

Senior Manager, Marketing

What are Xero Perks + Benefits

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 Benefits
Cigna dental PPO plan
Vision Benefits
VSP vision plan
Health Insurance Benefits
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
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Xero will match 100% on the first 3% contributions plus 50% match on next 2% of contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Eight weeks paid leave for primary caregiver. Two weeks of paid leave for secondary caregiver.
Vacation & Time Off Benefits
Generous PTO
Xero offers 21 days of PTO in addition to 11 paid holidays per calendar year
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
Perks & Discounts
Casual Dress
You'll typically catch our employees rocking jeans and a Xero t-shirt!
Commuter Benefits
Set aside pre and/or post tax dollars for commute related transit, parking and bike expenses
Company Outings
Annual holiday party, as well as a summer celebration!
Game Room
Video games and ping pong table in lounge
Stocked Kitchen
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 caterers
Happy Hours
Happy hour starts every Friday at 4!
Fitness Subsidies
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
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