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.
Visit the Bank of America newsroom for more Bank
of America news.
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
Investing in securities involves risks, and there is always the
potential of losing money when you invest in securities.
Are Not FDIC Insured
Are Not Bank Guaranteed
May Lose Value
© 2013 Bank of America Corporation. All rights reserved.
Reporters May Contact:
Don Vecchiarello, Bank of America,