Last year, more and more people relied on digital connections and capabilities to manage multiple aspects of their daily lives. Through it all, Bank of America made it easy, convenient and secure for its clients to manage their finances through high-tech and high-touch channels.
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“This past year digital capabilities were more important than ever to our clients,” said David Tyrie, head of digital at Bank of America. “Our investments in mobile and online channels over the last 10 years, along with new and enhanced capabilities introduced throughout last year, enabled us to deliver more personalized experiences for each client through a balance of digital and in-person tools and services across their entire relationship with us.”
Bank of America saw record levels of digital engagement among new and existing clients last year. The company’s 39 million digital clients, including 31 million active mobile users, increasingly adopted key features within its mobile and online platforms – including mobile check deposits and digital lending applications, Erica®, Zelle®, Life Plan® and CashPro®.
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Last summer, the company also announced several enhancements to its mobile app. Within this single app, millions of Bank of America clients with either a Merrill investing or retirement relationship or a Bank of America Private Bank relationship can now benefit from: an integrated view of their accounts; extended support from Erica through insights on portfolio performance, trading, investment balances, quotes and holdings; the ability to access and execute trades for their Merrill investment accounts; and greater opportunity to maximize their benefits with a consolidated view of rewards and offers across all of their accounts.
“The client is at the center of everything we do within our digital experience, which is guided by three core principles: it has to be in the client’s best interest, provide information and advice that is relevant and timely, and always offer the choice of the next best step,” Tyrie added. “Going forward, we’ll continue to innovate and to be there to support our clients – tailoring banking, lending and investing experiences to each individual, in real time.”
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