Firm Continues to Lead Financial Services Industry in Customer Service Excellence
JERSEY CITY, N.J., February 17, 2012 — Pershing LLC, a BNY Mellon company has been awarded the 2011 International Service Excellence Award in the Large Business Category by The Customer Service Institute of America (CSIA) in recognition of its global service leadership. Pershing's recognition was driven by demonstrated excellence in customer communications, responsiveness to customer feedback, supporting participation in charitable initiatives, as well as high marks for employee engagement and training on best practices.
Delegated by the International Council of Customer Service Organizations (ICCSO), the CSIA issues the International Service Excellence Awards annually to recognize organizations and individuals around the world that demonstrate extraordinary commitment to customer service excellence. The award program's rigorous judging criteria are based on the International Customer Service Standard, a framework designed to assist organizations in delivering consistently high levels of service.
"In today's complex and changing financial services environment, it is critical that we provide clients with a superior customer experience," said Ed Piscina, Pershing's chief quality officer and leader of the firm's customer service programs. "To be recognized with an International Service Excellence Award is a great testament to the hard work and dedication of the entire Pershing service organization. We remain committed to delivering service excellence in every customer interaction, while always seeking to identify opportunities for improvement."
In March 2011, Pershing announced that it had become the first financial services firm in the U.S. to be awarded certification to the International Customer Service Standard (ICSS). The certification was granted by CSIA, and is the result of an extensive review of Pershing's customer service operations – noting how Pershing has improved lines of communication for customers and education on solutions. Also noted were Pershing's quality management processes, such as Pershing University and the "Plus One" service delivery, to empower its team to solve problems and challenges for customers. Pershing earned its ICSS certification as a first-time applicant for the designation – an accomplishment achieved by only 40-percent of ICSS candidates. Organizations receiving certifications are measured by the effectiveness of their processes and culture, and must complete a rigorous self-assessment and onsite review.
According to Christine Churchill, executive director of the CSIA, "Pershing is committed to improving the client experience," and added that the company "constantly seeks new ways to improve offerings and streamline processes and procedures for its customers. In essence, the culture at Pershing is very much a 'client-centric' approach with a focus on efficiency, knowledge and client experience."
Ed Piscina added, "Customer service is our top priority and we will continue to strive to be on par with internationally recognized customer service best practices and remain dedicated to customer satisfaction."
Pershing LLC (member FINRA/NYSE/SIPC) is a leading global provider of financial business solutions to more than 1,500 institutional and retail financial organizations and independent registered investment advisors who collectively represent more than five million active investors. Located in 23 offices worldwide, Pershing and its affiliates are committed to delivering dependable operational support, robust trading services, flexible technology, an expansive array of investment solutions, practice management support and service excellence. Pershing is a member of every major U.S. securities exchange and its international affiliates are members of the Deutsche Borse, Irish Stock Exchange, the London Stock Exchange and the Australian Stock Exchange. Pershing LLC is a BNY Mellon company. Additional information is available at pershing.com.
BNY Mellon is a global financial services company focused on helping clients manage and service their financial assets, operating in 36 countries and serving more than 100 markets. BNY Mellon is a leading provider of financial services for institutions, corporations and high-net-worth individuals, offering superior investment management and investment services through a worldwide client-focused team. It has $25.8 trillion in assets under custody and administration and $1.26 trillion in assets under management, services $11.8 trillion in outstanding debt and processes global payments averaging $1.5 trillion per day. BNY Mellon is the corporate brand of The Bank of New York Mellon Corporation (NYSE: BK). Additional information is available on www.bnymellon.com or follow us on Twitter@BNYMellon.