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Why Us

Committed to employee guidance and support

Our clients’ best interests come first. It’s our commitment from day one.

Through dedicated service, accessible advice and comprehensive offerings, we can help meet our clients’ needs today and tomorrow.

  • 2019 J.D. Power Certification1


    Bank of America Retirement Services has been recognized by J.D. Power for providing "An Outstanding Customer Service Experience" for phone support
    15 times in a row (2005–2019)

  • Dalbar's 2018 Webmonitor program2

    Benefits OnLine® has earned
    a designation of "excellent"
    for 41 consecutive
    quarters.3


  • DALBAR 2018 Trends &
    Best Practices4

    Ranked #1 for Defined
    Contribution (DC)
    statement — 8th
    year in a row.

  • PLANSPONSOR 2018 DC Survey5

    Received 63 "Best in Class" awards across all market segments.

1 The J.D. Power Certified Contact Center ProgramSM focuses on critical areas of customer satisfaction by rewarding best practices that are aligned with customer needs. To become certified for live phone interactions, a contact center operation must successfully pass a detailed audit and also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions. J.D. Power 2019 Certified Customer Service Program recognition is based on successful completion of an evaluation and exceeding a customer satisfaction benchmark through a survey of recent servicing interactions. The ranking or ratings shown here may not be representative of all client experiences because they reflect an average or sampling of the client experiences. These rankings or ratings are not indicative of any future performance or investment outcome. For more information, visit www.jdpower.com/ccc. Participation in this survey was paid for by Bank of America. J.D. Power is not an affiliate of Bank of America Corporation. Bank of America does not monitor or maintain any of the information available on the external websites mentioned.
2 For third quarter 2018, DALBAR,'s WebMonitor program examined participant websites offered by 25 Defined Contribution service providers. Websites are awarded a score from 0–100. Websites that earn 80–100 points are designated "excellent." Websites that earn 70–79 points are designated "very good." Merrill earned a score of 83.58, the sixth highest awarded in the Retirement (Defined Contribution) category. Since Q3-2008, Merrill’s Benefits OnLine® site has been awarded a DALBAR Designation of "Excellent." The ranking or ratings shown here may not be representative of all client experiences because they reflect an average or sampling of the client experiences. These rankings or ratings are not indicative of any future performance or investment outcome.
3 DALBAR’S Mobile InSIGHT analyzes financial services firms' offerings and recognizes those who create a meaningful user experience fit for mobile consumption. From January–June 2018, DALBAR, Inc. examined mobile websites offered by 22 Defined Contribution service providers. Mobile sites are awarded a score from 0–100. Mobile sites that earn 80–100 points are designated "excellent." Mobile sites that earn 70–79 points are designated "very good." Merrill earned a score of 81.58 and an "excellent" rating. The ranking or ratings shown here may not be representative of all client experiences because they reflect an average or sampling of the client experiences. These rankings or ratings are not indicative of any future performance or investment outcome.
4 For the year ending 2018, DALBAR, Inc. examined defined contribution (DC) statements from 22 financial service providers, and total retirement (TR) statements from 5 financial service providers. Statements are scored on a 100-point scale in criteria grouped into four broad categories: Calculated to Be Understood (Statement Clarity), Primary Content and Secondary Content (Statement Content), and Design and Statement Formats (Statement Design). Statements that earn 80-100 points are designated "excellent." Statements that earn 70-79 points are designated "very good." The DC statement earned a score of 90.80, the highest awarded in its category. The TR statement earned a score of 80.45, the second highest awarded in its category. The ranking or ratings shown here may not be representative of all client experiences because they reflect an average or sampling of the client experiences. These rankings or ratings are not indicative of any future performance or investment outcome.
5 Ratings were based on results from 4,000 plan sponsors that replied to the 2018 PLANSPONSOR Defined Contribution (DC) Survey questionnaire. 23 defined contribution plan recordkeepers providers obtained the minimum required survey responses to be considered for awards. "Best in Class" awards are given to the three highest scoring providers and all providers who scored higher than the required benchmark within each plan asset size: Micro (under $5 million); Small A ($5 million–$25 million); Small B (>$25 million–$50 million); Mid (>$50 million–$200 million); Large (>$200 million–$1 billion); and Mega (over $1 billion). PLANSPONSOR magazine, an Strategic Insight business, is a leading authority on retirement issues and benefits programs. For additional details, please refer to the December – January 2019 issue of PLANSPONSOR Magazine or visit www.plansponsor.com. Bank of America is not affiliated with the website provided and does not monitor, maintain or specifically approve any of the information available on the website. The ranking or ratings shown here may not be representative of all client experiences because they reflect an average or sampling of the client experiences. These rankings or ratings are not indicative of any future performance or investment outcome. These rankings or ratings are not indicative of any future performance or investment outcome.
AR-ARNF6FWD-EXP-09/13/2020
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