Last October, 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 which conducts consumer survey calls and gives us your feedback on a few important questions. You’re randomly selected to participate, and 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 legitimate. 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 the call is from MSR and is not fraudulent. When you answer the phone, the MSR team member will immediately tell you they are calling on behalf of Heartland Bank and are with MSR, a public opinion research firm.

Before you even answer the phone, 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. Starting in early July, if you receive a call on your landline, the caller ID will show as Heartland Bank. This is new, as previously, the caller ID showed as The MSR Group.

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.


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

For those of you who have not yet had the opportunity, if you’re randomly 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 experiences with us. Your feedback is 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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