CHARLOTTE, N.C.–(BUSINESS WIRE)–For the 11th consecutive yr, the J.D. Energy Licensed Buyer Service Program has acknowledged Bank of America’s Company, Industrial and Enterprise Banking contact facilities, which embrace card servicing, for offering “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,” mentioned Mark Miller, apply chief, Buyer Service Advisory at J.D. Energy. “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 carried out amid enterprise contingency planning and execution associated to the coronavirus. Whereas working remotely, groups efficiently accomplished all 40 rigorous analysis necessities, together with name listening workouts, front-line advisor and supervisor interviews, and course of assessments. The evaluation features a consumer survey part and web site analysis part:
Cellphone interviews carried out with randomly chosen bank shoppers conveyed the bank’s promptness, information, courtesy, concern and timeliness in problem decision.
Conventional on-site analysis conferences have been executed in distant settings with front-line advisors, key web site leaders and enterprise companions to evaluate the bank’s service and assist, every day processes, staff dynamics and administration practices. The bank achieved an ideal score of 100% compliance with key necessities.
“Our teams continue to deliver an exceptional client experience — even amid business contingency deployment,” mentioned Paul Simpson, World Banking and Markets Operations and Regional Know-how and Operations govt. “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 dedication and talent to ship for shoppers in a novel atmosphere.
“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,” mentioned Faiz Ahmad, head of World Transaction Providers. “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 likely one of the world’s main monetary establishments, serving particular person shoppers, small and middle-market companies and enormous firms with a full vary of banking, investing, asset administration and different monetary and threat administration services. The corporate supplies unmatched comfort in the US, serving roughly 66 million shopper and small enterprise shoppers with roughly 4,300 retail monetary facilities, together with roughly 3,000 lending facilities, 2,700 monetary facilities with a Shopper Funding Monetary Options Advisor and roughly 2,100 enterprise facilities; roughly 16,900 ATMs; and award-winning digital banking with roughly 39 million lively customers, together with roughly 30 million cell customers. Bank of America is a worldwide chief in wealth administration, company and funding banking and buying and selling throughout a broad vary of asset courses, serving firms, governments, establishments and people all over the world. Bank of America gives industry-leading assist to roughly Three million small enterprise homeowners via a set of progressive, easy-to-use on-line services. The corporate serves shoppers via operations throughout the US, its territories and roughly 35 nations. Bank of America Company stock (NYSE: BAC) is listed on the New York Stock Alternate.
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