Pershing Wins Best of the Best 2012 International Service Excellence Award from the Customer Service Institute of America

June 9, 2013

Pershing's innovative approach to metrics, transparency and customer-centric processes were keys to winning top honors

JERSEY CITY, N.J. - Pershing LLC, a BNY Mellon company, today announced it has been awarded the International Service Excellence Award by the Customer Service Institute of American  (CSIA). Pershing was also recognized as the "Best of the Best" for its leading global customer service— which is a special distinction recognizing that a company has won the Service Excellence Award multiple times and has scored higher in its category than any of its peers. Pershing further distinguished itself this year by receiving the highest score the CSIA has ever awarded to an organization, demonstrating the high standards the company places on its customer service process and offerings. This is the second consecutive year that Pershing has been honored for the International Service Excellence Award by the CSIA, and is the firm's first Best of the Best win.

In addition to the organization's honors, Pershing customer service leaders earned three individual 2012 International Service Excellence Awards, which is more than any other firm this year: Customer Service Professional of the Year, Vincent Schaffer; Customer Service Leader of the Year, Joe Felicetti; and Customer Service Executive of the Year, Julie Kousen.

"This recognition is a result of hard work by all associates across Pershing and is consistent with BNY Mellon's priorities to focus on clients and deliver service excellence," said Edward Piscina, managing director and chief quality officer at Pershing. "To receive these awards, we had to meet the highest threshold possible for each of the given competencies, which places us in a very exclusive class. It shows our customers and prospects that we are a responsive, accurate, thorough and effective collaborator dedicated to helping their businesses succeed."

The judging criteria for the International Service Excellence Awards are based on the rigorous International Customer Service Standard (ICSS), which provides a comprehensive framework for organizations to consistently deliver high levels of customer service, and is the only customer service certification recognized around the world.

Pershing was evaluated against 25 competencies specified in the ICSS, including innovation process, social media, and technology infrastructure. The CSIA also acknowledged Pershing's efforts to engage and develop associates, including:

  • Providing increased access to their own data and performance metrics through the new manager's and associate's WorkStation
  • Using the Associate Scorecard and related metrics for front-line customer service associates, so they can measure, track and benchmark their own performance
  • Offering opportunities to reinforce positive service experience results through the On the Spot award and Thank You Notes associate reward and recognition programs

The individual awards were based on each person's execution of customer service within their organization. The CSIA determined the winners based on how well they analyzed and demonstrated correct metrics, engaged with their employees and proactively looked for new ways to engage customers and improve their experiences.

"Our winners must demonstrate a consistent and company-wide approach to customer service," said Christine Churchill, executive director of the Customer Service Institute of America. "Pershing's significant improvement and leadership in innovation and technology infrastructure for customer service initiatives and management practices have made the organization and the individuals involved examples to others."

In 2010, Pershing became the first financial services firm in the US. to be certified by the ICSS. Pershing received recertification in 2011 and was awarded the International Service Excellence Award in the Large Business Category by the CSIA.

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 offices worldwide, Pershing provides business-to-business solutions to clients representing approximately 7 million investor accounts globally. Pershing LLC (member FINRA, NYSE, SIPC) is a BNY Mellon company. Additional information is available on, 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. As of June 30, 2019, BNY Mellon had $35.5 trillion in assets under custody and/or administration, and $1.8 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 Follow us on Twitter @BNYMellon or visit our newsroom at for the latest company news.