February 17, 2012
JERSEY CITY, N.J. — 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."
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 December 31, 2016, BNY Mellon had $29.9 trillion in assets under custody and/or administration, and $1.6 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.