J.D. Power Recognizes Merrill Edge® Contact Centers for Outstanding Customer Experience for Sixth Consecutive Year
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 sixth year in a row.
“Whether it’s on the phone, online, mobile or in person, it is our purpose to help customers make more informed investment decisions,” said Aron Levine, head of Merrill Edge. “We are proud to receive this prestigious customer experience distinction for the sixth consecutive year, which recognizes our client-focused strategy, putting customers first and helping them navigate decisions in a rapidly changing market.”
The J.D. Power research shows that the Merrill Edge Investment and Advisory teams particularly excelled in five key attributes: timeliness of resolution, promptness in speaking to a person, courtesy, concern, and knowledge of the representative. These results highlight how the Merrill Edge Investment and Advisory teams consistently deliver an outstanding customer experience.
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.
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, available with a Merrill Edge Advisory Center™ account, 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 4,600 retail financial centers, approximately 16,000 ATMs, and award-winning online banking with approximately 34 million active accounts and more than 21 million mobile active 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 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.
Neither Merrill Lynch nor any of its affiliates or financial advisors provide legal, tax or accounting advice. You should consult your legal and/or tax advisors before making any financial decisions.
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.
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Reporters May Contact:
Mike Conner, Bank of America, 1.980.386.8359