Deposit Operations & Customer Care Manager

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

Accountable and Reports to: VP, Assistant Controller

Positions that Report to you: Deposit Operation Specialist I, II and Customer Care I, II, III

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.
• undefined Knowledge, 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.