Over a million calls later, the ‘smiling voice’ of NSB’s Dickerson still bright as ever

NORWAY — “Good morning! Thank you for calling Norway Savings Bank. How may I direct your call?”

The first time Liz Dickerson cheerily said those words, she was at a switchboard.

“Now I answer through a computer!”

Liz is a Customer Care Center support specialist at Norway Savings Bank who has spent over 25 years serving as the voice customers first encounter when they contact the bank. Fortunately for the callers, it’s a voice filled with kindness, empathy, and a whole lot of experience. Liz has answered close to 1.5 million calls during her time at NSB.

“When I first started taking calls, I sat in the middle of the main office in Norway so I also greeted customers coming into the branch from the side and the back parking lot in addition to answering the phones,” she said. “Now I’m in a back area of the office where it’s nice and quiet.”

Her decades as a receptionist actually comprise her second stint at NSB.

“From 1988 to 1991, I was a teller for the drive-up window,” she said. “In the late 90’s, I bumped into Shelly Stevens (current deposit operations representative II at NSB) and she told me the bank was looking for a receptionist. I thought, ‘I can do that,’ and the rest is history.”

Liz’s knowledge of the bank, how it functions, and who the best person is to help whoever is calling is exceeded only by her humility. She plays a key role in the smooth daily operation at NSB, and her hard work and selflessness have helped her make strong connections with team members as she’s been connecting calls.

“I can’t say enough about Liz. She’s such an incredible asset for the bank,” said Kaela Delan, Customer Care Center manager AVP. “I started here in 2008 and she still answers the phone with the same enthusiasm and energy as my first day and rightfully takes pride in doing the great job that she does.”

“Liz has such a smiling voice. She is one of those rare people who you can visualize smiling on the other end of the phone every time she answers,” said Karen Hakala, senior marketing officer SVP at NSB. “I remember when we didn’t have voicemail and she would write out all the messages on pink ‘While You Were Out’ slips and hand them to each person for call backs. She’s amazing and a joy to be around.”

“Over the years, I think she’s been confronted with every question, issue, and situation you can imagine from around Maine and beyond, and yet the way she speaks with each caller would make you believe it’s the most important call that’s ever come in,” said Debbie Ward, regional retail banking manager RVP. “It takes a truly special person to have that capacity to want to help people like she does and for the remarkable length of time she has succeeded at it.”

The changes have been dramatic since Liz first picked up the receiver. Norway Savings has gone from seven branches to 24, with a 25 ^th on the way in 2025.

“The bank has grown so much, of course, but when I started, email for each employee was a new perk, telebanking and Internet banking were the new and exciting things. Through it all, NSB has been committed to answering phones live and not via automation,” said Liz. “I think that speaks volumes of its commitment to personal customer service.”

And through all of the technological advancements and expansion, another thing has remained as constant as the dial tones of yesteryear: the people and spirit.

“True friendships are made here,” said Liz. “The fact that we all work to do what’s best for each other, the bank, and, of course, the customers, makes for such a special place.”

As has the upbeat, generous, and helpful woman answering the phone.

Founded in 1866, Norway Savings Bank is a leading mutual banking and financial services company headquartered in Norway, Maine. As of June 30, 2024, Norway Savings Bank had $1.912 billion in total assets; 24 branch locations; and divisions in trust and investment services, personal banking, and business banking. It has received an “Outstanding” rating for three consecutive Community Reinvestment Act Exams from the FDIC. Norway Savings has also received the Best Place for Working Parents designation in 2022, 2023, and 2024, and was recognized with the “Best Wellness Employer – Gold Certification” for the sixth year in a row by Wellness Workdays. BauerFinancial has designated the Bank the “Best of Bauer” for earning and maintaining its highest 5-star rating for 34 continuous years. For more information, visit www.norwaysavings.bank .