Chief Executive Officer’s Message


BANKING THAT MATTERS is the theme of our 2020 Annual Report, and in reflecting upon the past year, we have all come to realize what really matters in our lives and our communities. Banks are the cornerstone of our communities, and we recognized that it was imperative that we find a way to meet the banking needs of our customers while keeping everyone safe. Because of the dedicated staff at North Brookfield Savings Bank we successfully navigated the year while implementing many changes to our business model. All NBSB employees embraced teamwork, adaptability, and flexibility. The Bank invested in safety and health measures to ensure your safety and the safety of our employees.

While we pride ourselves on our “high touch” customer service, the Bank’s investment made in digital banking options was critical to our customers in 2020. Having online and mobile banking options available made all the difference to many of our customers. Our knowledgeable staff was able to assist the many first-time users so that they did not have to make an in person visit when they were not able or comfortable doing so. When there was a need for an in-person visit, our new appointment scheduler was a convenient feature used by many. This new service, available on the North Brookfield Savings Bank website, allows you to schedule a meeting with our Managers, Customer Service Representatives, or Loan Officers at your convenience. You no longer need to wait to be serviced. This enhancement has been well received, and we will continue to make it available.

To support our local businesses, we immediately signed up to offer the Payroll Protection Program Loans. Our Business Banking Team reached out to all our commercial and business customers to explain the nuances of the Payroll Protection Program and to ensure that our customers received the funding they needed to keep their businesses going. We chose not to limit these loans to just our customers and were happy to assist all local businesses. The staff truly went above and beyond, working nights and weekends to process over 233 loans. Teammates from across departments assisted to be sure the loans got closed and funded. In addition, we closed a record number of residential mortgage loans through the use of our online loan application and Docu-Sign for all loan disclosures. Deposits continued to grow with a record increase in 2020, and we also welcomed many new customers.

Our Core Values of Commit to Excellence, Embrace Teamwork, Support our Community, Act with Integrity and Share Kindness were put to the test in 2020, and I am proud to state that all NBSB Employees lived up to those Core Values. Without the effort of each and every team member, the year would not have been the success that it was.

I thank you for your continued trust in us to provide you BANKING THAT MATTERS.

Warmest Regards,

Donna L. Boulanger
Chief Executive Officer

Image of Donna Boulanger
Donna L. Boulanger
President and CEO
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