Pershing’s innovative approach to metrics, transparency and customer-centric processes were keys to winning top honors
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.
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 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 36 countries and more than 100 markets. As of December 31, 2012, BNY Mellon had $26.2 trillion in assets under custody and/or administration, and $1.4 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, or follow us on Twitter @BNYMellon.
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