10 Bank of America customer service leaders
Chief Client Care Officer, Head of Retail & Preferred Client Service Contact Center and SVP- Customer Contact are among the roles held by these ten Bank of America customer service leaders, some of whom have since moved on. A reader can learn how customer service leaders work at Bank of America from people who have held the role.
Professionals to explore
Andrew J. Santoro
LinkedInExperience: Head of Retail & Preferred Client Service Contact Center · Bank of America
Andrew J. Santoro has been Head of Retail & Preferred Client Service Contact Center at Bank of America since January 2026, based in the Jacksonville area, and the profile headline gives the title Managing Director - Head of Retail & Preferred Client Services Contact Center. Andrew J. Santoro was Director, Business Strategy & Initiatives Manager - Wealth Management Banking Group at Bank of America Merrill Lynch from 2019 to 2026.
Ashley Ross
LinkedInExperience: Chief Client Care Officer, Head of Consumer Client Experience and Business Transformation · Bank of America
Ashley Ross has been Chief Client Care Officer, Head of Consumer Client Experience and Business Transformation at Bank of America since January 2026, and the profile says Ashley Ross is responsible for executing the overall client experience strategy for the bank's 69 million consumer clients. At Bank of America, Ashley Ross was also Managing Director, Head of Consumer Client Experience and Governance from 2023 to 2026 and SVP, Consumer and Small Business Client Care Executive from 2019 to 2023.
Jason Ely
LinkedInExperience: Managing Director, Head of Consumer and Small Business Client Services · Bank of America
Jason Ely has been Managing Director, Head of Consumer and Small Business Client Services at Bank of America since January 2025, based in Charlotte, North Carolina. At Bank of America, Jason Ely was also Managing Director, Operations Executive from 2023 to 2025, SVP; Operations Executive from 2021 to 2023 and SVP, Business Control Executive for Consumer, Small Business & Wealth Management Operations from 2020 to 2021.
Joseph Wilson
LinkedInExperience: Former Managing Director, Head of Client Experience & Transformation · Bank of America
Joseph Wilson is a former Bank of America customer service leader who was Managing Director, Head of Client Experience & Transformation at Bank of America from November 2025 to February 2026 and SVP, Retail & Preferred Client Services there from 2024 to 2025, based in Boston. Joseph Wilson was GM, Specialized Customer Service at Wayfair from 2021 to 2024 and Chief Procurement Officer at Wayfair from 2019 to 2021.
Mark Goodwin
LinkedInExperience: SVP Advanced Client Solutions Contact Center Region Executive · Bank of America
Mark Goodwin has been SVP Advanced Client Solutions Contact Center Region Executive at Bank of America since July 2015, based in the Charlotte area. At Bank of America, Mark Goodwin was also SVP Sales Performance Manager Preferred Small Business Banking from 2014 to 2015 and SVP Client Acquisition Manager Merrill Edge from 2010 to 2014.
Nanci Wright
LinkedInExperience: Former SVP - Consumer Client Care · Bank of America
Nanci Wright is a former Bank of America customer service leader who was SVP - Consumer Client Care at Bank of America from 2017 to 2024, a role the profile places in Horsham, Pennsylvania, and the profile says Nanci Wright retired in August 2024. Nanci Wright also held Associate Readiness Executive, Business Support Executive and Process Design Executive roles at Bank of America from 1999 to 2017.
Nila Yousufi
LinkedInExperience: Senior Vice President, Business Support Executive - Central Division · Bank of America
Nila Yousufi is a former Bank of America customer service leader who was Senior Vice President, Senior Customer Service Center Executive at Bank of America from 2019 to 2023 and Senior Vice President, Advanced Client Solutions Site Leader there from 2016 to 2019. Nila Yousufi has been Senior Vice President, Business Support Executive - Central Division at Bank of America since September 2025, based in Irvine, California.
Sal Schiano
LinkedInExperience: Managing Director-Head of Wealth Management Client Care and Fraud Services · Bank of America Merrill Lynch
Sal Schiano has been Managing Director-Head of Wealth Management Client Care and Fraud Services at Bank of America Merrill Lynch since November 2021, based in Arizona, and describes leading an organization of 2,000 Client Service Associates. At Bank of America Merrill Lynch, Sal Schiano was also Managing Director Wealth Services Fraud and Claims from 2018 to 2021 and Director - Retirement & Distribution Services and Merrill Lynch Service Network Strategy & Goverance from 2016 to 2018.
Scott Prince
LinkedInExperience: SVP- Customer Contact · Bank of America
Scott Prince has held the title SVP- Customer Contact at Bank of America since September 1995, based in Plano, Texas. The profile headline and about section both give the same title, SVP- Customer Contact at Bank of America, and the listing shows it as the current role and the only role in the experience section.
Tabitha Calliff
LinkedInExperience: SVP; Customer Experience Executive | Executive Escalations · Bank of America
Tabitha Calliff has been SVP; Customer Experience Executive | Executive Escalations at Bank of America since November 2024, based in Tampa, Florida. At Bank of America, Tabitha Calliff was also Vice President; Sr. Group Operations Manager, Executive Response from 2023 to 2024 and AVP; Sr. Operations Manager, Social Media Client Care from 2019 to 2021.
Choose the right perspective
Match the person's area, such as consumer and small business client services, wealth management client care, contact center regions or executive escalations, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at Bank of America?
- 02How do you decide which client requests should go to digital channels and which need a contact center specialist?
- 03What has your own work taught you about handling escalated client complaints?
Reaching Bank of America customer service leaders
How can I contact one of these Bank of America customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 2 companies: Bank of America and Bank of America Merrill Lynch, based on profile data retrieved on October 26, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Bank of America customer service leaders?
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Can an AI agent ask one of these Bank of America customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.