“I don’t have what others would consider an exciting job,” Jerry Harmann admits. But it’s an essential one.

Consumer Credit Collections Manager Jerry Harmann has spent most of his 25 years at North Shore Bank in collections, a term that often conjures images of deadbeats and ne’er-do-wells.

But as Jerry has learned, “Good people can make a mistake. You shouldn’t lump everyone together.”

The aggressive collection practices of days gone by — with “tough, ugly overtones,” in Jerry’s words — have been replaced by more humane approaches. And stricter lending practices have helped reduce the number of loan defaults.

“The first thing we take into consideration is our overall banking relationship,” Jerry says. “How long has the person been a North Shore Bank customer? Does the borrower have other accounts with us?”

If collection steps become necessary, Jerry works with subcontractors who provide those services. “It’s much more efficient in terms of our time and cost, and it’s safer for our employees,” Jerry says.

Low delinquency rates reflect effective technology, dedicated staff
Technology helps the bank meet the ever-increasing compliance and regulatory demands involved in lending. “The ability to track and recognize trends has become paramount in how a collection department prioritizes its functions. Speed determines your successes,” Jerry says.

“If heavy compliance and regulatory demands continue, smaller banks could vanish. The communities they serve could end up without a local financial institution, as larger banks might not find these locations profitable,” he adds. North Shore’s size and stability enable it to absorb compliance requirements without extreme negative effects.

Despite the challenges that can unfold with difficult customers — legal action, private investigators, repossession — the rewards of associating with co-workers Jerry describes as “the best in the industry” far outweigh the negatives. Confirming the dedication and effectiveness of his staff, Jerry points out, “The American Bankers Association regularly reports our results at the top of all of their categories. Two decades ago, our loan delinquency rates used to run from 3 to 4 percent. Now they stay at 0.3 to 0.4 percent, consistently ranking North Shore in the top 5 to 10 percent among banks of all sizes.”

Memories, mentors highlight the years
Jerry has spent all of his 25 banking years in collections. He started in 1989, the year North Shore Savings became North Shore Bank. “I wish I’d had then all the knowledge I’ve gained about consumer and bankruptcy law,” he says. “I could have found faster solutions at less expense.”

He recalls with a shiver the time the bank leased space in West Allis to sell repossessed boats and RVs. “The irony is that we were selling boats in the middle of winter in an unheated warehouse that was used to store ice blocks in the old days. We nearly froze in our suits, but customers didn’t seem to mind the lack of heat. They came and got what they wanted at discounted prices.”

Senior Underwriter/Analyst Keith Goetter taught Jerry how to be a successful consumer credit officer. “I learned to get right to the point and to the heart of matters,” Jerry says. And current supervisor Jim Saladin “takes the time to share his knowledge with me and to provide support and direction when I need it. Our only difference, if one exists, is the blue he bleeds as a Kentucky Wildcats basketball fan and the red I bleed for the Wisconsin Badgers.”

Jerry appreciates the various forms of employee recognition the bank has developed over the years. “I read or at least skim every Shorelines. I deal with people in the branches every day, and it’s nice to see their photos and get to know a little about them.”

Retirements still bring about certain sadness. “I appreciate those who have helped me and helped this bank be as successful as it has been,” Jerry says.

“I don’t have what others would consider an exciting job,” he admits, “and executive management doesn’t want to hear from me. When it comes to collections, no news is good news.”