Bank of America Corporate, Commercial & Bus. Banking Contact Centers Earn J.D. Power Certification for the 11th Consecutive Y...
June 24 2020 - 9:00AM
Business Wire
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.
For more Bank of America news, including dividend announcements
and other important information, visit the Bank of America newsroom
and register for news email alerts.
www.bankofamerica.com
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version on businesswire.com: https://www.businesswire.com/news/home/20200624005092/en/
Reporters May Contact: Mark T. Pipitone, Bank of America,
1.980.387.4907 mark.pipitone@bofa.com
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