Pershing Awarded Gold Class Certification by the Customer Service Institute of America (CSIA)

November 29, 2012

Gold certification reflects high marks in its customer service center, employee engagement, training and customer satisfaction programs

JERSEY CITY, N.J.—November 28, 2012—Pershing LLC, a BNY Mellon company, has been awarded the Gold Class certification in 2012 as a Customer Service Organization in recognition of its world-class customer service and quality management processes. Pershing achieved the highest score CSIA  has ever awarded to an organization, and is now the first Gold Class certified financial services company in the U.S., and only the third company ever to achieve this certification. This is also the third consecutive year that the CSIA has honored Pershing for excellence in customer service.

"Customer service is at the center of everything we do at Pershing and is consistent with BNY Mellon's 'client-first' focus," said Edward Piscina, managing director and chief quality officer at Pershing. "Achieving the best assessment score of any company ever is a testament to the innovative and dedicated service we deliver to our customers."

The CSIA Gold Class certification is the result of an extensive assessment of Pershing's customer service operations—measuring how the firm has improved both its service practices and management education throughout the year. Some noteworthy enhancements include:

  • Establishing a "first call resolution" metric to drive delivery of real-time solutions to customer inquiries
  • Implementing text analysis software to examine and improve online customer service interactions
  • Publishing customer care standards on Pershing's website; and instituting an associate scorecard to help employees understand their performance

The International Council of Customer Service Organizations  (ICCSO) is the global body for customer service groups. It oversees the CSIA, which in turn, is charged with developing and upholding service standards. The International Customer Service Standard follows rigorous judging criteria and is the only customer service certification recognized around the world.

"The goal of the CSIA is to ensure all customer service organizations and their team members feel great about what they do," said Christine Churchill, Executive Director and Founder of CSIA. "We are pleased to once again award Pershing with the Gold Class certification for the firm's consistent devotion to customer service through new implementations and improving existing practices."

In January 2012, Pershing was awarded the 2011 International Service Excellence Award in the Large Business Category by the CSIA in recognition of its global service leadership and demonstration of excellence in customer communications, responsiveness to customer feedback, participation in charitable initiatives and high marks in employee engagement.

About BNY Mellon's Pershing

Pershing and its affiliates provide global financial business solutions to advisors, asset managers, broker-dealers, family offices, registered investment advisor firms and wealth managers. A financial services firm located in 23 offices worldwide, Pershing provides business-to-business solutions to clients representing 6 million active investor accounts on the U.S. platform. Pershing affiliates are members of every major U.S. securities exchange, and its international affiliates are members of the Deutsche Börse, Australian Stock Exchange, Irish Stock Exchange, London Stock Exchange and Toronto Stock Exchange. Pershing LLC (member FINRA/NYSE/SIPC) is a BNY Mellon company. Additional information is available on pershing.com, or follow us on Twitter @Pershing.

About BNY Mellon

BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets throughout the investment lifecycle. Whether providing financial services for institutions, corporations or individual investors, BNY Mellon delivers informed investment management and investment services in 35 countries and more than 100 markets. As of June 30, 2016, BNY Mellon had $29.5 trillion in assets under custody and/or administration, and $1.7 trillion in assets under management. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments. BNY Mellon is the corporate brand of The Bank of New York Mellon Corporation (NYSE: BK). Additional information is available on www.bnymellon.com. Follow us on Twitter @BNYMellon or visit our newsroom at www.bnymellon.com/newsroom for the latest company news.