Marie Cruz celebrated her 20th anniversary with North Shore Bank earlier this year.

A lot has changed for Marie Cruz since she joined Layton State Bank in May 2001. For one, in 2016 she became an employee of North Shore Bank, when it acquired Layton. More recently, earlier this year Marie was diagnosed with breast cancer. Though she is doing well after having surgery in March and starting chemotherapy in June, the Forest Home assistant branch manager nevertheless describes 2021 as “a very rough year.” “But I have a great support network of family and friends that have been with me through this journey,” she adds. “And North Shore Bank has been amazing to me as well.”

It’s a mutually beneficial relationship, area branch manager Carolyn Lancour says, noting Marie’s flexibility as the bank dealt with the COVID-19 pandemic and her willingness to help out with the Call Center during that time. “She goes above and beyond for her customers, and has quite the following of customers who love to work with her, from her years with the company,” Carolyn says. “One of her strengths is building those trusting relationships with her clients.”

Marie talked with Shorelines about her 20 years of service.

How has your job changed over the years?
I started at Layton State Bank as a customer service rep, and my title changed a few times, until I became branch manager of our 27th Street location in July 2016. And then later that year, it was announced that North Shore was acquiring us. Because of the acquisition, I had a wonderful opportunity to manage the West Allis branch, and then last year I became assistant branch manager at Forest Home, which has been rewarding and a good fit for me to grow my management skills. Today, I am working at the Southridge location as the assistant manager because of my cancer diagnosis. Carolyn, my manager, has been amazing — she is so understanding and goes above and beyond to make sure I am OK every day.

What’s kept you at North Shore Bank?
When I found out we were being acquired by North Shore, I was scared, because I thought all Layton State employees were going to be let go — I was a part of another acquisition in 2000 with a different bank, and they let everyone go. Obviously that didn’t happen. What has kept me with North Shore Bank is the way we do business and take care of our employees. Upper management treats their employees with so much respect and appreciation. I have always said and I will continue to say that North Shore Bank has been a blessing in my life. I have been given so many opportunities working here, and I am appreciated here. That makes me want to work harder every day.

It has meant a lot to me that Craig Witz, Sue Doyle, and Lauri Lunde have all reached out to me during my cancer journey. That is what I mean when I say upper management at North Shore Bank is amazing. They really, sincerely care about their employees. When they reached out to me, I really felt like I meant something to them and the bank.

What do you wish you’d known 20 years ago?
When I started out in banking in 1991 as a senior in high school, I wish I would have started at North Shore Bank! I say that because when I started out, I did work hard and I enjoyed my customers, but I felt like everything I did was just transactional. I never got to understand my customers’ financial goals or their current needs. I never asked deeper questions. I never understood how to build and maintain customer relationships. If my career had started at North Shore, I would have been a pro at building relationships with my customers and understanding their financial needs 20 years ago.

With the help of Lauri and Carolyn, I have been able to build those relationships and ask those deeper questions. I have to say, I have come a long way. I am learning something new every day. Carolyn has really been my support. She is amazing with her customers, and I would like to be able to continue learning from her.

What are you looking forward to?
Another 20 years with North Shore Bank!