"As part of our ongoing dialogue with customers, we learned that they want clear, straightforward information to help them understand and better manage their accounts," said Susan Faulkner, Deposits Executive, Bank of America. "In response, we developed an innovative, interactive one-stop resource that offers relevant information and tips, and responds to our customers' most frequent questions and concerns."

The dynamic, easy-to-use site, "Fees & Processes Explained," empowers customers with knowledge to help them better manage their accounts. It offers simple explanations of banking processes and provides tips to help customers solve some of their most frequent problems.

The site serves as a central location for customers to learn about a range of financial management topics. Several video segments are presented - illustrating a cross-section of customer concerns - with clear explanations and guidance to help customers seek resolutions. Customers can choose how they interact with the site by selecting the videos that best describe their concerns from the menu, entering a specific question in the search box, or clicking directly on the topic that interests them within the Checking & Savings or Credit Card menus. A section of the site also focuses specifically on issues of particular relevance to students.

Focusing on seven of the most common fee and process issues, the site provides customers with information and solutions on topics ranging from checking their balance to tracking payments to preventing fees. Specific tools highlighted include:

• Online Banking enables customers to view their accounts and helps them know where they stand with their checking, savings and credit card account activity. Customers can track activity, transfer funds and pay bills anytime, anywhere they have a computer with Internet access.
• Alerts are messages sent to customers' computers, PDAs or mobile phones to help prevent fees, keep up with their finances, and be warned of suspicious activity.
• Mobile Banking is a leading-edge tool that allows consumers to check balances, pay bills and transfer money right from their web-enabled cell phones or Smartphones.
• Overdraft Protection from savings or credit card links a customer's accounts, so that available finds are automatically transferred from a customer's savings account, line of credit, or credit card to his/her checking if payments exceed the checking account balance.

The highly interactive interface includes a variety of helpful features. A predictive search tool enables the site to anticipate customer questions, pointing users to short live action videos on their topic of choice. Customers can choose to learn more through a visualization, or virtual demo, or opt to read further. The screens also include helpful tips and insights related to the content, as well as links enabling customers to send the information to a friend or rate the usefulness of the information they received.

This site builds on an effort Bank of America launched earlier this year to better educate consumers on responsible financial management. In June, Bank of America strengthened its programs and policies by simplifying the language in the literature it provides customers to ensure it is simple, straightforward and easy to understand. It reinforced important tools available to help customers better manage their accounts and raised awareness of these tools through an online marketing campaign. The company is committed to arming customers with the tools and resources to help stay ahead of their accounts, keep tabs on their balances and better manage their financial lives.