Country Bank Announces Promotion
Ware, MA – March 24, 2021 – Country Bank, a full-service financial institution serving central and western Massachusetts, is pleased to announce that Russ Fontaine has been promoted to Senior Vice President, Customer Experience. Fontaine has an extensive background and is a seasoned banking professional with 30 years of experience in key management and leadership roles in consumer sales and service. Fontaine previously held the position of First Vice President, Sales and Market Management with Country Bank, where he oversaw sales and service. One example of a new program introduced by the Bank, as a result of Fontaine’s recommendation, was the deployment of a “Voice of the Customer” program that enables the Bank to measure and better understand the overall customer experience through various survey metrics.
In the newly created role, Fontaine is tasked with leading a bank-wide collaborative effort to view things from the customer’s perspective; this applies to both the Bank’s external customer and its internal customer. “This increased focus of looking at things through the lens of the customer will strengthen Country Bank’s ability to deliver a “Best in Class” customer service experience and as a result, attract new customers for the Bank while deepening the relationships of existing ones,” stated Fontaine.
“For over 170 years, providing excellent customer service has been a hallmark value and priority for Country Bank. In today’s ever-changing dynamic customer service landscape, customer-facing companies must ensure that the entire customer experience is a primary focus. Russ exemplifies Country Bank’s iSTEP Corporate Values of Integrity, Service, Teamwork, Excellence and Prosperity and is the perfect person to fill this new role” stated Mary McGovern, Executive Vice President and Chief Financial Officer of Country Bank.
“We are pleased to elevate Russ into this newly created position and focus for the Bank. Russ’s extensive banking experience and dedication to a superior customer experience will serve the Country Bank community well,” stated McGovern. McGovern oversees the Customer Experience area and Retail Banking, Retail Lending, IT, and Operations departments at Country Bank.
Fontaine is very active within the community; he currently serves on the Board of Directors for the Central/Western Massachusetts March of Dimes and is a 2021 co-chair for the March for Babies fundraising event in Massachusetts. He has also served on the Greater Springfield Habitat for Humanity Board of Directors, including holding the chair role for the organization’s Restore committee. Additionally, Fontaine has been an avid supporter of the United Way and the Western Mass Special Olympics.
About Country Bank
Country Bank is a full-service mutual community bank serving central and western Massachusetts with 14 offices in Ware, Palmer, West Brookfield, Brimfield, Belchertown, Wilbraham, Ludlow, Leicester, Paxton, Charlton, and Worcester. Country Bank is a member of FDIC, DIF, and the SUM network. Country Bank can be reached at 800-322-8233 or online at countrybank.com.