Facts & Resources

J.D. Power Recognizes Merrill Edge® Call Centers for Customer Service Excellence for the Third Year in a Row

Wednesday, December 18, 2013 9:00 am EST



Public Company Information:

"At Merrill Edge, our top priority is creating better connections for our customers through a streamlined investment service that helps meet all of their financial needs – whether they contact us in person, online or over the phone"

Bank of America announced today that Merrill Edge® call centers have once again been recognized by J.D. Power for providing “An Outstanding Customer Service Experience.”

“At Merrill Edge, our top priority is creating better connections for our customers through a streamlined investment service that helps meet all of their financial needs – whether they contact us in person, online or over the phone,” said Alok Prasad, head of Merrill Edge. “We are excited that our call centers in particular have earned such a high honor from J.D. Power for delivering outstanding service to our customers for the third year running – which is unmatched in our industry.”

Merrill Edge is a streamlined investment service that provides customers with the investment insights of Merrill Lynch and the convenience of Bank of America banking to help simplify their financial lives. With Merrill Edge, customers can see their Merrill Edge investment and Bank of America bank accounts on one page online, along with access to tools, research, support and competitive pricing for online trades. If customers prefer to receive professional advice and guidance to help simplify pursuing their investment goals, Merrill Edge Roadmap™ allows them to work one-on-one with a licensed Merrill Edge Financial Solutions Advisor™. Financial Solutions Advisors work with customers to design a personalized action plan with specific recommendations tailored to their investment needs.

According to J.D. Power, “Research shows that Merrill Edge customers enjoy fast service from courteous, knowledgeable representatives. Merrill Edge is to be congratulated for demonstrating once again that they are committed to delivering an outstanding customer experience through their call centers.”

In order to become a J.D. Power Certified Call Center and earn recognition for “An Outstanding Customer Service Experience,” the Merrill Edge call centers successfully completed a detailed audit and exceeded a national benchmark for satisfaction from a survey of its customers. Customers evaluated Merrill Edge’s performance based on the following factors: satisfaction with interactive voice response; performance of customer service representatives; concern resolution; call duration, transfers, and hold time; and overall satisfaction with customer service.

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. We serve approximately 51 million consumer and small business relationships with approximately 5,200 retail banking offices and approximately 16,200 ATMs and award-winning online banking with 30 million active users and more than 14 million mobile 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 listed on the New York Stock Exchange.

Banking products are provided by Bank of America, N.A., and affiliated banks, Members FDIC and wholly owned subsidiaries of Bank of America Corporation.

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 wholly owned subsidiary of Bank of America Corporation.

Investment products:

Are Not FDIC Insured   Are Not Bank Guaranteed   May Lose Value

© 2013 Bank of America Corporation. All rights reserved.

For J.D. Power 2013 Certified Call Center ProgramSM information, visit

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Reporters May Contact:
Kristen Georgian, Bank of America, 1.617.434.0234