Bank of America 2011 Annual Report Download - page 11

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What makes Bank of America unique? Convenience is very
important to my customers and they tell me they really
appreciate the fact that they can bank with us in a way that’s
best for them, whether that’s by visiting one of our banking
centers, using an ATM, or banking online or with a mobile
phone. By introducing new ways to bank with us, I can spend
more time working with customers to make sure we are up
to date on what they need and how their goals may have
changed, so I can be sure they have the best products and
services for them.
Customers understand we can do more than provide them
with banking, credit card and savings products. We do those
things very well, but we also can place them with the right
specialists for other needs, helping them through every stage
of life. We can serve their needs on a mortgage so they can
buy their first home. We provide great tools and research
through Merrill Edge™ for their investing needs, along with
access to a financial services advisor for help and guidance
so they can invest for the future and pursue their retirement
goals. And if a customer wants to start a business, our small
business bankers can offer advice and tools to manage cash
flow, payroll and credit needs. We’re working every day to
simplify what we do so it’s easy for our customers to get what
they need from us.
How has consumer banking changed at Bank of America
since you joined the company 10 years ago? The biggest
change is the technology we have to serve our customers.
We have better systems in place today and the transactions
are more secure. When a customer visits a banking center,
our bankers can take into account the customer’s entire
relationship with us. This allows us to suggest options they
may not have considered. And that’s critical, because what
hasn’t changed is our commitment to do the right thing for
our customers every day, making sure we listen to them,
meet their needs and delight them with the products and
services we provide.
What would you say your customers need now? I don’t just
work in Beltsville, Md., I live in the area, so the customers
I work with every day are my friends, neighbors and members
of my church. They want to be treated fairly. While they
appreciate that we are a large company with a lot to offer,
they want us to know them — who they are and what they
need — and to offer them solutions that are simple, conve-
nient, reliable and backed by great service. They want us to
be candid and clear about how they can get the most value
from what we provide. When my customers walk into the
banking center, I want them to know that we are here to help
them with whatever they need, whether that’s cashing a check,
applying for a loan or learning how to use online banking.
Shameka Hillage
BANKING CENTER MANAGER — CONSUMER BANKING