Deposit Operations & Customer Care Manager

Midwest Heritage, A Hy-Vee Company•Chariton, IA

About The Position

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. The manager directs staffing, workloads, priorities, and coverage; coaches, trains, evaluates, and holds employees accountable; and maintains procedures and cross-training. The role sets customer service expectations, handles complex escalations, reviews feedback and complaints, and works across departments to improve service. The position oversees deposit support activities including account maintenance, transaction exceptions, ACH processing, wire transfers, debit card servicing and disputes, balancing, and reconciliations. It also ensures timely and accurate processing, appropriate controls and documentation, compliance with bank policies and regulations, audit and examination support, fraud prevention, and corrective action. The manager reports to the VP, Assistant Controller, and supervises Deposit Operation Specialists I and II and Customer Care I, II, and III.

Requirements

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, and banking-system proficiency.
Commitment to Midwest Heritage Bank’s mission and values.
Relevant financial-institution experience in deposit operations and customer service is preferred.
Prior supervisory, coaching, or leadership experience is preferred.
Demonstrated ability to oversee operational work, develop employees, maintain controls, and improve processes.

Nice To Haves

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

Responsibilities

Direct daily staffing, workloads, priorities, and coverage across Deposit Operations and Customer Care.
Coach, train, evaluate, and hold employees accountable for service, quality, productivity, and teamwork; maintain procedures and cross-training.
Set clear customer 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 and coordinate timely solutions across departments.
Review customer feedback, complaints, and recurring questions to identify service gaps and improve the customer experience.
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.
Ensure deposits, withdrawals, account adjustments, and other transactions are processed accurately and follow established procedures and approval requirements.
Complete reconciliations and resolve discrepancies in a timely manner.
Maintain proper separation of duties and monitor team performance to ensure procedures are consistently followed.
Perform other assigned duties and special projects, and assist with departmental processing when business needs require.