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

BNY Mellon’s Pershing and its affiliates provide advisors, broker-dealers, family offices, hedge fund and ’40 Act fund managers, registered investment advisor firms and wealth managers with a broad suite of global financial business solutions. Many of the world’s most sophisticated and successful financial services firms rely on Pershing for clearing and custody, investment and retirement solutions, technology, enterprise data management, trading services, prime brokerage and business consulting. Pershing helps clients improve profitability and drive growth, create capacity and efficiency, attract and retain talent, and manage risk and regulation. With a network of 23 offices worldwide, Pershing provides business-to-business solutions to clients representing more than 6 million investor accounts globally. 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 March 31, 2017, BNY Mellon had $30.6 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.