Deposit Operations & Customer Care Manager

Midwest Heritage Bank, FSB; United States; Presencial; USD 70 000 - 110 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Leadership & Development

Deposit Operation Knowledge

Customer Service

Problem Solving & Decision Making

Reporting Relations

Formação académica

Relevant financial-institution experience in deposit operations and customer service

Ferramentas

Banking systems proficiency

Descrição da oferta de emprego

Additional Considerations (if any): - At Midwest Heritage, the core of our culture is taking care of the customer and taking care of each other. Our employees appreciate that their contributions make a direct impact on the success of our business as well as their own personal and professional growth.

Job Description

Job Title: Deposit Operations & Customer Care Manager

Department: Banking

FLSA: Exempt

General Function: Lead the Deposit Operations and Customer Care departments to provide responsive customer support, accurate and timely transaction processing, effective operational controls, and consistent service to branches and business partners. Direct daily activities, develop employee capabilities, resolve escalated issues, and improve workflows while promoting ownership, sound judgment, regulatory compliance, and a strong customer experience.

Core Competencies

• Leadership & Development
• Deposit Operation Knowledge
• Customer Service
• Problem Solving & Decision Making
• Reporting Relations

Primary Duties and Responsibilities

Department Leadership & Employee Development

Direct daily staffing, workloads, priorities, and coverage across both departments to ensure timely and accurate completion of work.

Coach, train, evaluate, and hold employees accountable for service, quality, productivity, and teamwork; maintain procedures and cross-training to support continuity.

Customer Care & Service Delivery

Set clear service expectations focused on listening, empathy, responsiveness, and resolution.

Coach employees to take ownership of customer needs, follow through on commitments, and minimize unnecessary transfers or repeat contacts.

Serve as an escalation resource for complex customer concerns, removing obstacles and coordinating timely solutions across departments.

Review customer feedback, complaints, and recurring questions to identify service gaps and improve the customer experience.

Deposit Operations & Payment Processing

Oversee deposit support functions, including account maintenance, transaction exceptions, ACH processing, wire transfers, debit card servicing and disputes, balancing, and reconciliations.

Ensure customer requests, research items, and operational exceptions are completed accurately and within required timeframes.

Maintain appropriate controls, documentation, confidentiality, and compliance with bank policies and applicable regulations.

Support audits, examinations, fraud prevention, and corrective action.

Coordinate with other departments to resolve operational issues while maintaining a strong customer focus.

Risk Management, Controls & Compliance

Ensure deposits, withdrawals, account adjustments, and other transactions are processed accurately.

Follow established procedures and approval requirements.

Complete reconciliations and resolve discrepancies in a timely manner.

Maintain proper separation of duties to reduce errors and opportunities for fraud.

Monitor team performance to ensure procedures are followed consistently.

Secondary Duties and Responsibilities

Perform other assigned duties and special projects; assist with departmental processing when business needs require.

undefinedKnowledge, Skills, Abilities, and Worker Characteristics

Ability to lead and develop employees, communicate effectively, resolve problems, prioritize work, and exercise sound judgment.

Working knowledge of deposit products and operations, electronic payments, customer servicing, reconciliations, operational risks, and controls.

Strong organization, attention to detail, collaboration, banking-system proficiency, and commitment to Midwest Heritage Bank’s mission and values.

Education and Experience

Relevant financial-institution experience in deposit operations and customer service preferred; prior supervisory, coaching, or leadership experience preferred.

Demonstrated ability to oversee operational work, develop employees, maintain controls, and improve processes..

Physical Requirements & Working Conditions

Primarily sedentary/light work in a fast-paced general office environment. Requires prolonged sitting, near visual acuity (with or without correction), telephone and in-person communication, hearing, and repetitive computer tasks. Work may involve competing deadlines, frequent interruptions, and sensitive customer issues.

Contacts & Confidentiality

Interacts with customers, Midwest Heritage Bank and Hy-Vee employees, branch personnel, internal business partners, vendors, and other external parties. Must safeguard confidential customer, employee, bank, insurance, and financial information at all times.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability.

When you become an employee of Midwest Heritage, you enjoy the friendliness and direct customer care of a community bank while also enjoying the many benefits of a larger organization, Hy-Vee. Hy-Vee is one of the largest employee-owned companies in the United States.

Please note that all applicants, if presented with a conditional offer of employment, will be required to complete pre-employment screening that consists of credit and criminal. Results of these screenings will determine the confirmation of any employment offer.

Please note that all applicants, if presented with a conditional offer of employment, will be required to complete pre-employment screening that consists of credit and criminal. Results of these screenings will determine the confirmation of any employment offer.