Chief Customer Officer

Community & Regional Banks

Ballston Spa, NY


Smith & Wilkinson has been retained by Ballston Spa National Bank (“BSNB”) to manage the search for the bank’s Chief Customer Officer.


Headquartered in Ballston Spa, New York, BSNB is a $691MM, 183-year-old, closely held, community bank that has been serving the financial needs of consumer and small business customers in Saratoga and Albany counties and beyond since its founding in 1838. The bank’s stated mission is to be “a high performing community bank by adding value to and building strong relationships with our shareholders, customers, employees, and community.” BSNB differentiates in a crowded marketplace through its ability to deliver high quality, personalized service to any client they entertain. The bank operates 13 retail offices and offers traditional consumer deposit and loan products, commercial lending and cash management solutions, and wealth management services through its trust and retail wealth divisions. In addition to traditional service delivery channels, the bank also offers a full suite of mobile and online solutions. Importantly, BSNB is a strong corporate citizen and gives generously to the communities it serves. In response to the growing level of food insecurity caused by the pandemic, the Bank stepped up efforts in 2020 and early 2021 volunteering countless hours at food distribution events and contributing more than $70,000 to the Regional Food Bank of Northeastern New York.


The bank is in strong financial condition with good earnings, efficiency, asset quality, and capital. For the period ending December 31, 2020, BSNB had an ROA of 0.78% and ROE of 11.56%, efficiency ratio of 70.71%, noncurrent loans to loans of 0.39%, and core capital ratio of 8.24%. For the five-year period of 2016-2020 the bank experienced 56% growth in total asset and 74% in total loans. The bank currently holds an approximately $500MM loan portfolio with 84% secured by real estate. In 2020 the bank had a record volume of mortgage loans as well as loans extended through PPP. As a reflection of their success, BSNB was recently named for the second straight year as one of the top 200 performing community banks in the country by the American Banker Association.


BSNB is seeking an exceptionally talented Chief Customer Officer to design and execute a growth strategy for new customer acquisition and deepening client relationships across its business lines. Reporting directly to the bank’s President & CEO, this newly created Chief Customer Officer role will join a small, collaborative, and team-oriented senior leadership team. The Chief Customer Officer will be responsible for the oversight of the bank’s Retail network, Wealth Management divisions, Retail Investments and Marketing department.

Smith & Wilkinson