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A Bank of America Experience

Bank of America is making arrangements to repay investors who may have lost money because of the alleged malfeasance. The company also paid $10 million for failing to provide documents to the Securities and Exchange Commission during its investigation of the scandal, the largest-ever fine levied by the regulatory body for such an infraction.

Earlier this year (2005), Bank of America made an agreement with federal regulators to implement tighter controls, cut fees charged to investors, exit the mutual fund clearing business, and pay more than $500 million in fines (including $140 million to settle complaints against FleetBoston). The Bank agreed to pay an additional $460 million to settle investor claims that it did not adequately conduct due diligence when underwriting bonds of WorldCom in 2001 and 2002.

This Writer's Experience at Bank of America

The mission of the Bank of America is to provide full banking services and financial services to all elements of the economy. Upgrading quality in services at Bank of America was the institution's response to an increasingly competitive banking and financial services environment in the United States. The development of a total quality management (TQM) program at Bank of America began with a quest to find out exactly what the bank's customers wanted in the way of service. Bank of America, thus, developed its TQM program around a structure of relationship banking. Within the relationship banking concept, custo


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