For the 11th consecutive year, the J.D. Power Certified Customer Service Program has recognized Bank of America’s Corporate, Commercial and Business Banking contact centers, which include card servicing, for providing "An Outstanding Customer Service Experience."
"Congratulations to the entire team at Bank of America Corporate, Commercial and Business Banking Services for providing an outstanding customer service experience with live phone support for the 11th consecutive year," said Mark Miller, practice leader, Customer Service Advisory at J.D. Power. "Eleven years is an amazing feat, and this year during unprecedented times, our research indicated strengths in each of the top customer experience attributes we measure for the live phone channel. Bank of America’s Corporate, Commercial and Business Services contact centers remain the industry’s only commercial bank with the Certified Customer Service designation."
The 2020 certification survey was conducted amid business contingency planning and execution related to the coronavirus. While working remotely, teams successfully completed all 40 rigorous evaluation requirements, including call listening exercises, front-line advisor and manager interviews, and process assessments. The assessment includes a client survey phase and site evaluation phase:
- Phone interviews conducted with randomly selected bank clients conveyed the bank’s promptness, knowledge, courtesy, concern and timeliness in issue resolution.
- Traditional on-site evaluation meetings were executed in remote settings with front-line advisors, key site leaders and business partners to assess the bank’s service and support, daily processes, team dynamics and management practices. The bank achieved a perfect rating of 100% compliance with key requirements.
"Our teams continue to deliver an exceptional client experience — even amid business contingency deployment," said Paul Simpson, Global Banking and Markets Operations and Regional Technology and Operations executive. "This year’s J.D. Power certification is a clear testimonial of our teammates’ ability to quickly adapt to remote work and seamlessly serve our clients when they need us most."
The 2020 certification represents our continued commitment and ability to deliver for clients in a unique environment.
"I’m proud of the resiliency and professionalism of our team and how they have supported our clients in Business Banking, Commercial Banking, Corporate Banking and Public Sector Banking over the past few months," said Faiz Ahmad, head of Global Transaction Services. "No one could have foreseen such a global disruption, and yet our contact centers were able to maintain a high level of service even while adjusting to changes in their own work environments."
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 3,000 lending centers, 2,700 financial centers with a Consumer Investment Financial Solutions Advisor and approximately 2,100 business centers; approximately 16,900 ATMs; and award-winning digital banking with approximately 39 million active users, including approximately 30 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.
Reporters May Contact:
Mark T. Pipitone, Bank of America, 1.980.387.4907