Pershing Awarded Gold Class Certification by the Customer Service
Institute of America (CSIA)
JERSEY CITY, N.J., Nov. 29, 2012 /PRNewswire/ -- 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.
Pershing LLC (member FINRA/NYSE/SIPC) is a leading global
provider of financial business solutions to more than 1,500
institutional and retail financial organizations and independent
registered investment RIAs who collectively represent approximately
5.5 million active investors. Located in 23 offices worldwide,
Pershing and its affiliates are committed to delivering dependable
operational support, robust trading services, flexible technology,
an expansive array of investment solutions, practice management
support and service excellence. Pershing is a member of every major
U.S. securities exchange and its international affiliates are
members of the Deutsche Borse, Australian Stock Exchange, Irish
Stock Exchange, London Stock Exchange and Toronto Stock Exchange.
Pershing LLC is a BNY Mellon company. Additional information is
available at www.pershing.com.
BNY Mellon is a global financial services company focused on
helping clients manage and service their financial assets,
operating in 36 countries and serving more than 100 markets. BNY
Mellon is a leading provider of financial services for
institutions, corporations and high-net-worth individuals, offering
superior investment management and investment services through a
worldwide client-focused team. It has $27.9
trillion in assets under custody and administration and
$1.4 trillion in assets under
management, services $11.6 trillion
in outstanding debt and processes global payments averaging
$1.4 trillion per day. BNY Mellon is
the corporate brand of The Bank of New York Mellon Corporation
(NYSE: BK). Additional information is available on
www.bnymellon.com or follow us on Twitter @BNYMellon.
SOURCE BNY Mellon