J.D. Power and Associates Recognizes Merrill Edge® Call Centers for Customer Service Excellence for Second Year in a Row
Bank of America today announced that Merrill Edge call centers have been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience” for the second year in a row.
Merrill Edge provides mass affluent customers access to professional investment guidance through Merrill Edge Financial Solutions Advisors™ in the Merrill Edge Advisory Center™ or in person at select banking centers. For customers who prefer to invest on their own, Merrill Edge provides an online self-directed investing platform, with robust tools and resources to help them make informed investment decisions.
“Achieving this designation for the second year in a row acknowledges the strong commitment Merrill Edge has to providing customers with a positive experience that exceeds their expectations,” said Alok Prasad, head of Merrill Edge. “We will continue to listen to our customers, enhance their experience and deliver outstanding service to them.”
Merrill Edge went through a very rigorous due diligence process to receive this recognition. The process included a customer satisfaction survey conducted independently by J.D. Power and Associates, an in-depth review of internal practices including recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities, as well as site visits to each of the centers to validate those practices with associate focus groups. The survey evaluation criteria included the customer service representatives' courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
Bank of America
Bank of America is one of the world's largest financial institutions, serving individual consumers, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company provides unmatched convenience in the United States, serving approximately 53 million consumer and small business relationships with approximately 5,500 retail banking offices and approximately 16,300 ATMs and award-winning online banking with 30 million active users. Bank of America is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading across a broad range of asset classes, serving corporations, governments, institutions and individuals around the world. Bank of America offers industry-leading support to approximately 3 million small business owners through a suite of innovative, easy-to-use online products and services. The company serves clients through operations in more than 40 countries. Bank of America Corporation stock (NYSE: BAC) is a component of the Dow Jones Industrial Average and is listed on the New York Stock Exchange.
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For J.D. Power and Associates 2012 Call Center Certification ProgramSM information, visit www.jdpower.com.
Merrill Edge is available through Merrill Lynch, Pierce, Fenner & Smith Incorporated (MLPF&S), and consists of the Merrill Edge Advisory Center (investment guidance) and self-directed online investing.
MLPF&S is a registered broker-dealer, Member SIPC and a wholly owned subsidiary of Bank of America Corporation.
Banking products are provided by Bank of America, N.A. and affiliated banks, Members FDIC and wholly owned subsidiaries of Bank of America Corporation.
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Don Vecchiarello, Bank of America, 1.980.387.4899