Count on Pershing Service Excellence Issue 1 May 2007 20070501 PDF Pershing's reputation for customer focus is based on a long history of building strong, consultative relationships with our customers.
The Pershing Press | Sales Insights and Opportunities for Investment Professionals
Count on Pershing Service Excellence
Issue 1 May 2007

Pershing’s reputation for customer focus is based on a long history of building strong, consultative relationships with our customers. As a result, we have committed considerable effort and expense to ensure that you can always count on Pershing support. To ensure your satisfaction, every Pershing associate plays a role in advocating quality and putting our quality principles into action.

"...every Pershing associate plays a role in advocating quality and putting our quality principles into action."

Our Plan for Improvement
We invest in our people to provide our customers with superior service through high performance standards, training, and coaching. To measure our progress, a leading human capital and management consulting firm analyzed more than 17,000 service calls from our customers and provided feedback to Pershing.

Meanwhile, our front-line associates are continually trained and coached to improve their listening and probing skills, understand needs, own and resolve problems, present alternatives, set expectations, and follow up—all to serve you better.

Listening to You
Pershing is committed to delivering the highest quality service. The Quality Scorecard, which reports the performance of the service your firm receives from us each month, will help you measure our progress towards this goal. Pershing’s Quality Scorecards highlight key performance indicators:

  • Transaction Processing - Pershing sets aggressive targets, and we review them on a quarterly basis to ensure they remain highly competitive. Each Scorecard includes a variety of metrics for transaction processing, including performance by introducing broker-dealer, benchmarked to your market segment, and Pershing overall.
  • Flexible Technology - Our flexible technlogy helps to identify how successful we are at keeping our promise to deliver the support you expect.
  • Average Speed to Answer -This measurement lets you gauge the average time until your phone calls are answered by Pershing’s various customer service and support areas.

Doing it Better
Pershing has re engineered many of its processes for straight-through processing to help position your firm for future growth.

  • Asset Movement - Check requests, federal fund wires, and account transfers can be initiated by your clients. These processes leverage our workflow and The Rules EngineTM components, increasing the accuracy of the request and resulting in reduced errors.
  • Service Center - Service inquiries and requests have been standardized with our Service Center, allowing for easy tracking and reporting of requests from you and your clients.
  • Items for Attention - Pershing customers are alerted daily to new and outstanding margin issues and corporate action announcements impacting their specific customer base.

Business Continuity and Disaster Recovery
As part of ongoing service excellence, Pershing is also committed to ensuring that your business receives continuity of service and operation in the face of challenging situations in the form of natural disasters and terror attacks.

To this end, Pershing has developed sound and extensive business continuity plans that address a broad range of:

  • Technical or mechanical failures
  • Manmade or naturally occurring incidents resulting in reduced staffing, ranging from severe weather to potential flu pandemics
  • States of local, regional, or national emergency

With redundant systems already in place, and with more in development to increase distance between all of our system locations, highly trained Pershing associates stand ready to keep your business up and running.

Pershing’s most recent opening is our new office in Lake Mary, Florida. In addition to having room for more than 400 associates from the critical processing areas of our association, this Central Florida presence is a key component of our ongoing regionalized business continuity planning.

Pershing’s most current disaster recovery test was conducted in the fall of 2006, in cooperation with the Securities Industry and Financial Markets Association (SIFMA), the Futures Industry Association (FIA), and other entities representing equities, options, futures, and fixed income securities. All objectives for this test were achieved 100%.

Pershing's reputation for customer focus is based on a long history of building strong, consultative relationships with our customers. PDF

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