J.D. Power Recognizes Bank of America Retirement Contact Centers for the 15th Consecutive Year

September 4, 2019 at 9:00 AM Eastern

For the 15th consecutive year, the J.D. Power Certified Customer Service ProgramSM has recognized Bank of America Retirement Services and Benefits contact centers for contact center excellence and their commitment to providing “An Outstanding Customer Service Experience.”

J.D. Power recognized the bank for exceptional execution across 40 practices that encompass recruiting, training, management roles and responsibilities, and quality assurance capabilities. As part of the evaluation, J.D. Power conducted a random survey of Bank of America Retirement Services clients who recently engaged with contact center locations.

“Congratulations to the entire team at Bank of America Retirement Services for providing an outstanding customer service experience over the phone for the 15th consecutive year,” said Mark Miller, practice leader, Customer Service Advisory at J.D. Power. “Fifteen years is an amazing feat, and this year, our research indicated strengths in each of the top five Customer Experience attributes we measure. Customers rated them especially strong in ‘Representative Knowledge’ and ‘Timeliness of Resolution,’ which are so important in their industry and help explain their leadership position in this space.”

For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. Evaluation criteria include:

  • The customer service representatives’ courtesy, knowledge and empathy for the customer.
  • Promptness in speaking to a person.
  • Timely resolution of the problem or request.

Additionally, the customers’ experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts, and the ease of understanding the phone menu instructions.

"We are committed to delivering an outstanding service experience, one connection at a time, to the millions of clients who participate in our financial benefit plans," said Merrilee Matchett, Wealth Management Operations executive for Bank of America. "Participation in this certification program provides us an objective benchmark to measure how well we serve our clients, as well as our opportunities to do better."

“Being recognized by J.D. Power now for a decade and a half reflects our continued commitment to helping plan participants achieve financial wellness and their life goals,” said Lorna Sabbia, head of Retirement and Personal Wealth Solutions for Bank of America. “Consistently providing a high-quality service experience allows us to strengthen our client relationships and attract new ones.”

J.D. Power launched their Contact Center Certification Program in 2004 to evaluate overall customer satisfaction with contact centers and to help various industries’ contact centers increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.

Bank of America

Bank of America is one of the world’s leading 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 66 million consumer and small business clients with approximately 4,300 retail financial centers, including approximately 2,200 lending centers, 2,400 financial centers with a Consumer Investment Financial Solutions Advisor and 1,700 business centers; approximately 16,600 ATMs; and award-winning digital banking with more than 37 million active users, including approximately 28 million mobile users. Bank of America is a global leader in wealth management, 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 across the United States, its territories and approximately 35 countries. Bank of America Corporation stock (NYSE: BAC) is listed on the New York Stock Exchange.

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Reporters May Contact:
Mark T. Pipitone, Bank of America
Phone: 1.980.387.4907