District Manager Kerri Collins and her three daughters (from left), Katie Fischer, Kelly Collins, and Molly Collins
This month, District Manager Kerri Collins marks 35 years with North Shore Bank. She recently reflected on post-Covid changes to the industry, what customers need from the bank today, leaving her mark on the North branches, and more in this lightly edited interview.
What changes have you seen in the industry and North Shore Bank in the past five years?
Covid seems like forever ago. We have become even more efficient and can have quality meetings over Teams that don’t require as much travel. We didn’t close. We took care of customers and continued to meet their needs. We did an amazing job during Covid.
In December 2020, I was part of the first cohort of the Community Engagement Manager team. We’re now on cohort No. 4. It’s been really fun to learn new ways to show up in the community and make a difference. Now I lead a CEM group and have two CEMs in my district — Katie Longsine and Lacee Kalepp. It’s been a fun new addition to what I do in my role.
It’s a great way to build strength in our communities and the strength of our managers. There’s media training, guest speakers, and an array of things to help us grow personally and professionally. I used to run all these events, and now I support Katie and Lacee in what we’re doing in the North. I get to brainstorm and support their ideas, and then show up to help.
What is important to customers today? What do customers need most from their bank?
Customers more than ever need our advice and need us to be proactive in making recommendations. They don’t know what they don’t know! We need to be proactive in using financial wellness tools to help them achieve their goals. With all the digital technology, they don’t need to come into the branches, but we want them to come in because we’re making a difference for them.
Helping customers as they age is important. We have a lot of check writers, but as they age, writing checks can be difficult. We can help them with debit cards or show them how to put their bills on a credit card so they just have to pay one bill. We can make their banking easier.
Video tellers make it extremely convenient to have 7-day-a-week banking. My branches were among the first to get video tellers. There will always be people who want to come in to the branches, but video tellers can be helpful to anyone depending on their need on a specific day.
What do you like about your coworkers and the culture at North Shore Bank?
I love the people; I love the culture. I raised three daughters while working here with great work-life balance.
The leadership is wonderful. I am the luckiest DM in the world because of the longevity of the managers who have worked for me, like Area Manager Mickey Adams and Area Manager Becky Kolstad. I have a tenured team and dedicated managers.
What tips or advice would you offer to a newer employee who is hoping to build a long career at North Shore Bank?
Believe in yourself, and let people know you are there to learn. Steve Arps used to be a manager here. He believed in me before I believed in myself. He wanted me in the district manager role and thought I could do it. My desire is to do that for others in the organization, to help them grow.
It’s good to work for different personality types. It helps you grow, explore opportunities, and learn new ways to communicate. I’ve had the opportunity to work for wonderful people—Senior Vice President of Retail Banking Sue Doyle, Vice President, Branch Operations Manager Tricia Cravillion, Vice President, Branch Sales Craig Witz, and Vice President, Banking Services and Operations Jude Lengell.
What is coming up next for you?
Retirement is on the horizon, although I’m not sure when. I’m going to continue to work to make a difference here. I want to thank North Shore Bank for all the opportunities!