Deposit Operations & Customer Care Leader

Hy-Vee; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Midwest Heritage Bank is seeking a Deposit Operations & Customer Care Manager in the Banking department. You will lead the Deposit Operations and Customer Care teams to deliver accurate transaction processing, responsive service, and strong controls across branches and partners.

The role requires coaching staff, resolving escalations, ensuring compliance, and guiding workflow improvements while upholding our customer-first culture and regulatory standards.

Qualifications

• Experience leading deposit operations and customer service teams in a banking environment.
• Strong knowledge of deposit products, ACH, wires, and reconciliations.
• Ability to coach, train, and develop staff while driving service excellence.

Responsibilities

• Direct daily staffing, workloads, and coverage to ensure timely, accurate work.
• Coach and develop employees; ensure procedures and cross-training.
• Set service expectations focused on listening, empathy, responsiveness, and resolution.
• Escalate complex customer concerns and coordinate timely solutions across departments.
• Review customer feedback to identify gaps and improve the customer experience.
• Oversee deposit support functions including account maintenance, ACH, wires, disputes, and reconciliations.
• Maintain controls, confidentiality, and compliance with bank policies and regulations.
• Support audits, examinations, fraud prevention, and corrective action.

Skills

Leadership & Development

Deposit Operation Knowledge

Customer Service

Problem Solving & Decision Making

Reporting Relations

Education

Relevant financial-institution experience in deposit operations and customer service

Tools

Banking systems proficiency

Job description

Midwest Heritage Bank is seeking a Deposit Operations & Customer Care Manager in the Banking department. You will lead the Deposit Operations and Customer Care teams to deliver accurate transaction processing, responsive service, and strong controls across branches and partners.

The role requires coaching staff, resolving escalations, ensuring compliance, and guiding workflow improvements while upholding our customer-first culture and regulatory standards.