Why Us | Bank of America Merrill Lynch

Why Us

Three ways we offer value to you and your employees:

1

For You: Fiduciary Support and Service Excellence1

We bring all the resources and thought leadership from our enterprise to bear in helping you provide a strong, healthy and fully compliant program that runs smoothly, engages your employees and makes your job easier.
2

For Your Employees: An Unrelenting Focus on Financial Wellness

All our efforts revolve around helping your employees pursue better financial outcomes. Backed by an organization with a long legacy of service excellence, we take a holistic approach to helping your employees connect their life priorities and financial priorities—in and beyond their benefit plans.
3

For You and Your Employees: An Experienced Team

You and your employees will have a team of deeply experienced and passionate advocates for financial wellness on your side. Our team will make your priorities their own and help reduce your administrative burden so you can focus more on your business.
  • 2017 J.D. Power Certification5


    Recognized for providing an "Outstanding Customer Service Experience" for the 13th time in a row (2005-2017).


  • DALBAR 2017 Trends & Best Practices2


    Ranked #1 for Defined Contribution (DC) statement - 7th year in a row.

  • Dalbar's 2017 Webmonitor program3



    Benefits OnLine® has earned a designation of "excellent" for 35 consecutive quarters.3 BOL® Mobile also rated "excellent" for first semester 2017 in DALBAR's Mobile InSIGHT review.4

  • PLANSPONSOR 2017 DC Survey1

    Received 54 "Best in Class" awards across all market segments.

  • 2017 PLANADVISER Retirement Plan Adviser Survey

    Top rated Defined Contribution (DC) plan provider in the 2017 Adviser Choice Awards. 6

  • 2017 Stock Plan Administration Study7

    90% or higher overall satisfaction across all three studies8

1 Ratings were based on results from 3,750 plan sponsors that replied to the 2017 PLANSPONSOR Defined Contribution (DC) Survey questionnaire. 24 plan 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 February-March 2018 issue of PLANSPONSOR Magazine or visit www.plansponsor.com. Bank of America Merrill Lynch 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. For additional details, please refer to the November 2016 issue of PLANSPONSOR Magazine or visit www.plansponsor.com.
2 For the year ending 2017, DALBAR, Inc. examined defined contribution (DC) statements from 19 financial service providers, and total retirement (TR) statements from 4 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 90.90, the highest awarded in its category. The TR statement earned a score of 80.55, the second highest awarded in its category. The TR statement earned a score of 79.05, 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.
3 From April–June 2017, DALBAR,'s WebMonitor program examined websites offered by 29 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 Lynch earned a score of 85.36, the fourth highest awarded in the Retirement (Defined Contribution) category. Since Q3-2008, Merrill Lynch'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. Participation in this survey was paid for by Merrill Lynch.
4 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 2017, 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 Lynch earned a score of 82.89 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.
5 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. Certified as of November, 2017. J.D. Power 2017 Certified Contact Center ProgramSM recognition is based on successful completion of an audit 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 Merrill Lynch.
6 From August-September 2017, approximately 15,000 advisers were asked to respond to the 2017 PLANADVISER Retirement Plan Adviser Survey. Survey questions pertained to the size and scope of advisers' qualified plan business, practice management, compensation and client service, as well as their assessments of investment managers, mutual funds and defined contribution (DC) plan providers. At the close of the survey, 325 complete responses had been received from retirement plan advisers. To evaluate DC plan providers, advisers had to answer affirmatively that, acting in an advisory role, they personally evaluate and recommend these providers for qualified plan clients; 205 advisers did so. In addition, an adviser needed to have worked with a DC plan provider more than once for their favorability rating of that recordkeeper to count. For more information and additional research available, please contact surveys@strategic-i.com. The ranking or ratings shown here may not be representative of all client experiences because they reflect an average or sampling of the client.
7 Bank of America Merrill Lynch's satisfaction and loyalty ratings in 2017 are based on a 71% response rate from 189 of 266 plan sponsors who use Full Administration services, a 77% response rate from 34 of 44 plan sponsors who use Partial Administration services, a 40% response rate from 80 of 199 plan sponsors who use Financial Reporting services and who participated in the 2017 Group Five Stock Plan Administration Benchmark Study. The study was conducted from May 2–June 30, 2017. Top ratings indicate Bank of America Merrill Lynch is among the plan service providers who received the highest percentage of favorable ratings from clients. A favorable rating is a rating of 7, 8, 9 or 10 on a unilateral 11-point scale with 10 being completely satisfied and 0 being not at all satisfied. By surveying companies, employees and investors worldwide for 27 years, Group Five has become one of the most knowledgeable and independent sources for client satisfaction information in the shareholder service and stock plan industries. 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.
8Full Administration, Partial Administration and Financial Reporting studies.
AR-ARX9CJM4-EXP-07/03/2019
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