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

Tue Apr 2, 2013 10:00am EDT

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












JERSEY CITY, N.J.,  April 2, 2013  /PRNewswire/ -- 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/oradministration, 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.

SOURCE  BNY Mellon


Paul Patella, 201-413-3609, paul.patella@pershing.com

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