J.D. Power Recognizes Merrill Edge® Contact Centers for Outstanding Customer Experience for Fifth Consecutive Year

Tuesday, December 22, 2015 9:00 am EST

Bank of America Corporation today announced that its Merrill Edge Investment and Advisory contact centers have once again achieved the distinction of J.D. Power Certified Contact Centers, recognizing the streamlined investment service for providing “An Outstanding Customer Service Experience” in the live phone channel for the fifth year in a row.

“Our top priority is helping customers make more informed investment decisions, whether it’s via live phone, online, mobile or in person,” said Aron Levine, head of  Merrill Edge at Bank of America Corporation. “We are honored to receive this prestigious customer experience accolade for the fifth consecutive year, helping to reinforce that we are working with our clients to establish plans and make more informed investment decisions.”

“It is with great honor that we recognize Merrill Edge Investment Center and Advisory Center teams for earning certified contact center certification status for five consecutive years, which demonstrates a true commitment to the customer. Our research shows that both teams did particularly well in multiple aspects of the customer experience we measure. Each team should be proud of its work,” said J.D. Power.

To become a J.D. Power Certified Contact Center and garner recognition for “An Outstanding Customer Service Experience,” the Merrill Edge Investment and Advisory contact centers successfully completed a detailed evaluation and exceeded a cross-industry national benchmark for live phone customer satisfaction. Customers evaluated contact center performance based on satisfaction with interactive voice response routing and the performance of customer service representatives, including timeliness of resolution, promptness in connecting with an agent, and overall courtesy, concern and knowledge.


Merrill Edge
Merrill Edge is a streamlined investment service that provides access to the investment insights of Merrill Lynch and the convenience of Bank of America banking. With Merrill Edge, clients can view their Merrill Edge investment and Bank of America bank accounts on one page online. They also have access to easy-to-use tools, actionable insights, one-on-one guidance and competitive pricing for online trades. If clients prefer to receive advice and guidance to pursue and track financial goals, Merrill Edge Roadmap® allows them to work one-on-one with a Merrill Edge Financial Solutions Advisor to develop a personalized action plan and receive specific investment recommendations tailored to them and their personal goals.

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 47 million consumer and small business relationships with approximately 4,700 retail financial centers, approximately 16,100 ATMs, and award-winning online banking with 32 million active users and more than 18 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 all 50 states, the District of Columbia, the U.S. Virgin Islands, Puerto Rico and more than 35 countries. Bank of America Corporation stock (NYSE: BAC) is listed on the New York Stock Exchange.

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For more information on the J.D. Power Certified Contact Center Program, please visit www.JDPower.com.

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 

© 2015 Bank of America Corporation. All rights reserved.      


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