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Quality Management Process
We strive to continuously improve quality—listening to feedback, gauging our performance, and upgrading our processes.
Listening to You
We actively seek customer feedback to help us prioritize our business initiatives and improve service to better suit your needs.
Improving Processes for Ease, Speed, and Accuracy
We have enhanced our trading capabilities, decreased processing times for new accounts, streamlined our customer communications, and implemented a smoother custodial conversion process.
Instituting Associate Training
We have developed a rigorous training program for our Client Service Liaisons—the individuals who interact with you every day. Telephone-based service interactions are monitored and scored across a wide array of service quality behaviors, including issue identification, issue resolution, service orientation, and call management.
Measuring Results
We have partnered with a leading consulting firm to measure the quality of professionalism and continue to raise the bar in client interactions.
Contact us to learn more about our quality management process.