VP commercial banking and senior lender Mike Cornell joined North Shore Bank in April, bringing more than 30 years of experience in the industry with him. Mike describes himself as a “customer-focused banker” who was attracted to the job because of our own long-standing commitment to customer service.

“North Shore Bank caught my attention because it’s large enough to work with decent-size businesses, but not too big — you have time to build real relationships,” he says. Mike talked to Shorelines this week about his background and what to expect as he settles in here.

Where are you from, and how did you end up here?
I grew up in Suamico and went to UW-La Crosse, and then I was in Minneapolis–St. Paul for grad school. Most of my family is still in the Green Bay area. I’ve been in the Milwaukee area for 35 years.

How did you end up in banking?
I was a finance major in undergrad and got involved in some bank simulation competitions. I liked working with the numbers, and a couple of my professors kept leading me to the banking world. And then I chose commercial banking because I enjoy understanding how different businesses work.

In 1984, I got my first banking job at M&I, as a credit analyst. Commercial banking was the target — back then, that was a very traditional way to get into commercial banking: become a credit analyst for two years, and then try to get recruited onto one of the commercial banking teams. I spent my first nine years at M&I and then went to Bank One, which is now Chase. I spent five years there and was recruited by Associated Bank in November 1998. I had great colleagues and fantastic customers, so I was there for over 20 years.

What attracted you to the job at North Shore Bank?
I’m a customer-focused banker — I’ve always enjoyed working with businesses and helping them to reach their aspirations and dreams, by helping them look for ways to finance their operations and growth. The opening here caught my attention because, among other things, North Shore Bank has a culture of excellent customer service.

What are some ways of providing excellent customer service?
One thing is to routinely stay in touch with your customers — at a minimum, reaching out to them once a quarter. Calling them, emailing them — in person is best.

And then: having good listening skills and follow-through. If there’s a request made, deliver it on a timely basis. Also, look for ways to add value to the banking relationship.

What do you do when you’re not working?
I do a lot of downhill skiing; there are three resorts in Michigan I spend a lot of time at, and I’ve periodically gone out to the Rockies. And my wife, Cheri, and I boat and golf in the summer. We just celebrated our 36th anniversary.

And finally, what challenges do you see lying ahead for North Shore Bank?
The main challenges for all banks right now are probably twofold. One is business development — bringing in new customers. It’s a very competitive market. And two, not only bringing new customers in, but also protecting the pricing, so that the margin on the bank is maintained.

As far as business development goes, the customer-service focus here hits the nail right on the head. It’s all about relationships.