SERVICE ANNIVERSARIES

Collins celebrates 35 years of customer, community focus

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!

Congratulations to Kerri on 35 years with North Shore Bank!

 

BANK ON KINDNESS

Northland branch shows love for customers with custom gift box

Employees at the Northland branch delivered a gift box of North Shore Bank goodies, plus a beautiful handmade blanket created by Lead Teller Patt Kox, with regular customers who welcomed a baby this month. 

Assistant Branch Manager Tisha O’Dell said the couple originally worked with the branch for a HELOC for home improvements. 02005 After further discussions with the bank team, they realized they could use it for more than just fixing up the house, so they decided to use some of the funds for IVF. 

“Patt and I have built a relationship with them over the years. We keep in touch regularly when they stop in the bank, so they shared the process as they were going through the treatments, as well as when they found out she was expecting,” Tisha said. 

The couple met with Tisha to discuss their budget and cash flow needs during paternity leave, which tipped her off to the baby’s expected due date. Tisha, Patt, and Community Engagement Manager Lacee Kalepp put the box together, including the two blankets (a North Shore Bank one and the one Patt made) and bank-branded onesies, a piggy bank, and a stuffed Seymour. When the due date got moved up, they hustled to get the box to the couple.

Soon they hope to meet the new baby in person. “They are excited to bring in the little one in the next few months to introduce them to the branch!” Tisha said. 

 

BABIES

Southridge hosts surprise baby shower for Guardiola family

The Southridge branch recently surprised Community Engagement Manager Ray Guardiola with a baby shower to celebrate the upcoming birth of a new baby girl for him and his wife, Rebecca. With Rebecca’s quickly arriving due date (it’s today, Feb. 27!), branch staff picked a day when Ray would be in later than everyone else to set up for the shower, decorating with balloons and  streamers, and setting out gifts and mini Bundt cakes. 

Fortunately, Rebecca was able to stop by the shower during her lunch break to take part in the fun.

The new baby will be welcomed home by the couple and Rebecca’s son/Ray’s stepson. 

Congratulations, Ray and Rebecca! 

 

 

What’s new with you? Share it with Shorelines!

Just a reminder that we’re always looking for fun and exciting things to share in Shorelines.  Whether it’s a special event at your branch or a shout-out to one of your coworkers, a great trip you went on with family or friends, information about a half-marathon you’re running, or even just a fantastic photo you took over the weekend, we’d love to share it! Please email shorelines@northshorebank.com to have your news included in a future issue.

 

Customer Loyalty Tip of the Week

Practice your customer service skills at work and home. Your customers and loved ones will notice the difference.

 

COMMUNITY CALENDAR OF EVENTS

Discover events and activities in and around your community

• Fox Cities Kidz Expo | Saturday, March 1 (9:00 AM) | Fox Cities Exhibition Center | 355 W. Lawrence St., Appleton, WI
• The Unstoppable Cup 3v3 Wheelchair Basketball Charitable Tournament | Friday, March 14 (9:00 AM) | Jewish Community Center | 6255 N. Santa Monica Blvd., Whitefish Bay, WI
• Home Lending Seminar | Saturday, March 15 (11:00 AM) | North Shore Bank – Community Room | 4230 W. Oklahoma Ave., Milwaukee, WI