What’s happening in Operations at Heritage Bank


Is it hard to believe that a work environment provides an opportunity for positive discussion and decompression?  In my world, it does!  I feel so blessed to work for an organization where the challenges of each day present a work environment to produce great results for our customers (internally and externally).  The most interesting topics of discussion during those walks include a long list of projects that Heritage Bank has taken on over the last two years.

You can probably look around many of our locations and see noticeable differences in the faces you see, the facilities we occupy, and the busyness of our people.  We have added many critical service positions that allow us to take a more customer-centric approach as we help consumers and small business owners with their financial needs.  Our facilities needed mini-facelifts with painting and landscaping to freshen up from 8 painful years of economic downturn.  Finally, our folks are busy learning new techniques to deliver that quality experience while streamlining many internal processes and positioning us for growth.

Most of the new initiatives from an operational perspective started with looking at our infrastructure- technology, people, and processes.  We added fiber lines for our movement of data which improved the speed by which we could complete tasks like opening accounts or processing transactions.  We have also implemented digital documents to capture important information electronically and to be able to archive the information seamlessly.  You may see tablets in our branches for your use to enroll in our electronic product offerings or to check existing accounts while you are visiting us.  We have deployed Teller Live!  This is an opportunity for us to move towards possible expansion of hours for our customers through our drive thru lanes. (Make sure to try them out at Eagles Landing in Stockbridge or at Keys Ferry in McDonough.)  We developed a more robust Customer Support Service Center that you can reach for any questions you have about your accounts including electronic products.  You can reach them by calling 770-478-8881.

Our people have been in a state of change through all of these initiatives.  They are learning how to use new technologies to focus our efforts in helping you when deciding to visit one of our locations. Our ability to understand your needs is critical to insuring we keep you as a customer.  We are here because of you and we want to make sure we are taking care of protecting your accounts, providing you with quality products with exceptional service.

We have spent time in training since cyber security has become such an issue in recent years.  Consumers and banks are the targets of perpetrators seeking to gain access to your personal information and money.  This is a daily focus for us by way of educating on new scams, looking at penetration testing to insure our systems are tight, and trying to keep our customers informed through many different vehicles.

We have developed several avenues of keeping you informed. First, we send out a monthly newsletter.  There are always great topics in there from customer interest stories and events in the community to small business ideas and financial articles.  If you haven’t read our newsletters, please check them out on our website.  You can register for them at: Newsletter Registration.

We also send out important information that may affect your accounts through email distribution.  If you are not receiving emails from us when maintenance is performed, make sure we have your correct email on file.  You can contact our Customer Support Service Center at 770-478-8881 and provide us with the most current information or you can call or stop by one of our branch locations.   Finally, if you haven’t already noticed, we have many social media options to keep you informed.  Make sure to like our Facebook page, our Twitter handle , or Instagram page.  These are all channels we are using to communicate with you.

We will not stop with these improvement initiatives.  Our emphasis over the next few years includes enhancing our electronic product delivery, the methods for us to help you when you need us, which emphasizes an experience that WOWs you, our customer.

I want to personally thank you for the trust you have placed in us!  It is my primary goal every day to ensure we are taking care of your accounts and your financial needs.  I am here to serve you!

God Bless You and Your Family and God Bless America!

Question: What product/technology/service is missing from our product suite/offerings today?

Sincerely,
Kathy


Connect with me: LinkedIn

Connect with Heritage Bank: LinkedIn

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