At Heartland Bank, our goal is to provide you with the best banking experience.  In October 2016, Heartland Bank began a partnership with The MSR Group to talk with you, our customers, about your service experiences with us.  MSR is a trusted Nebraska-based organization that conducts consumer survey calls and gives us your responses on a few important questions. 

In October 2019, we are adding our branches in Aurora, Fairbury and Daykin to this process.  Customers are randomly selected to participate and your feedback is anonymous.  We won’t know your identity unless you have a comment or concern and would like a personal follow up.

Currently there’s a lot of concern about fraudulent calls, so we want to assure you that a call from The MSR Group is completely on the up and up.  We also want to assure you:

  • We do NOT provide your personal or banking information to MSR.
  • MSR Team Members will NEVER ask you for personal information.
  • MSR is NOT selling anything.

The MSR Group only has one purpose in mind -- to ask you for feedback on your banking experience.

There are a couple of things we’d like to point out, so you have assurance that the call is from MSR and is not a fraudulent call. 

When receiving calls, most of us are reluctant to pick up a call from a source we don’t know.  We want to give you a heads up about how the call will appear on your caller ID when you receive a call from MSR. 

  • If you receive a call on your landline, the caller ID will show as Heartland Bank.
  • If you receive a call on your cell phone, the caller ID likely will NOT display as Heartland Bank, since the caller ID process is determined by the cell service provider.
    • The caller ID will show this phone number: 402-759-8315
    • It will also display the city as Geneva, Nebraska.
  • When you answer the phone, MSR team members will immediately tell you the call is on behalf of Heartland Bank and they are with MSR, a public opinion research firm.

For those of you who have already participated in the survey, we want you to know we greatly appreciate your willingness to spend a few minutes providing your thoughts.

For those of you who have not yet had the opportunity, if you’re selected, we hope you will choose to participate.  It takes less than five minutes to answer the questions about your recent interaction with us.  If you would rather not, simply tell the MSR associate you prefer not to be surveyed and do not want to receive future calls.

The reason we are asking The MSR Group to conduct these surveys is so we can improve your banking experience with us.  Your responses are critical in helping us make improvements, so we thank you for your willingness to be a part of this ongoing process.

Melissa Karloff

Melissa is the Senior Vice President of Human Resources for Heartland Bank. Melissa has worked in Human Resources for the past 20 years in different work environments. She received her bachelor’s degree from Hastings College and her master’s degree from UNK.

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