TORONTO, February 5, 2024 – CIBC Mellon today announced that its Recordkeeping call centre has earned the DALBAR 2023 Telephone Service Seal of Excellence for industry-leading telephone support to financial professionals. CIBC Mellon's call centre teams provide services to investment advisors, investors and other underlying stakeholders of financial institutions who have entrusted their operations to CIBC Mellon.
DALBAR provides CIBC Mellon with independent third-party review and benchmarking of the call centre experience, helping provide additional assurance to CIBC Mellon's clients that services entrusted to CIBC Mellon are conducted at the highest standards and with an eye to continuous improvement. The 2023 Telephone Service Seal of Excellence from DALBAR was awarded based on CIBC Mellon's performance relative to contact centres across North America.
“CIBC Mellon's dedication to deliver an outstanding client experience is evident amidst their team's remarkable expertise and extraordinary rankings,” said Michelle Slute, Vice President, Competitive Intelligence, DALBAR. “CIBC Mellon's team has continued to provide an excellent experience, resolving needs and providing value added support. A few years ago, our reviewers found that callers into CIBC Mellon almost universally ended their calls much happier than when they started, and it’s incredible to see that sentiment still stands.”
“We are thrilled to earn this prestigious award for the exceptional service experience we provide to advisors and investors,” said Amanda Coones, Vice President, Investor and Plan Member Services, CIBC Mellon. “Our teams continue to demonstrate high standards of service excellence, reconfirming our commitment to delivering outstanding interactions with callers.”
“Our goal is to provide exceptional client service to our callers, and I am so proud of our team and their efforts. This award truly demonstrates that we can deliver individual and team performance, and surpass client expectations for service," said Jim Whitaker, Director, Call Centre, CIBC Mellon.
About DALBAR
DALBAR, Inc. is the financial community's leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service. Launched in 1976, DALBAR has earned the recognition for consistent and unbiased evaluations.
A DALBAR Customer Experience award is the highest achievement within the financial services industry. It is based on industry-leading criteria obtained from decades of research in the financial services industry. In an ongoing analysis of customer experiences, DALBAR uses proprietary measurement testing that has been developed over time and continues to evolve based on changes in technology, regulations and customer needs and preferences.
Media Contact:
Alexandra DeCata, Corporate Communications, CIBC Mellon, 416-643-6126, alexandra.decata@cibcmellon.com
About CIBC Mellon
CIBC Mellon is a Canadian company exclusively focused on the investment servicing needs of Canadian institutional investors and international institutional investors into Canada. Founded in 1996, CIBC Mellon is 50-50 jointly owned by The Bank of New York Mellon (BNY Mellon) and Canadian Imperial Bank of Commerce (CIBC). CIBC Mellon's investment servicing solutions for institutions and corporations are provided in close collaboration with our parent companies, and include custody, multicurrency accounting, fund administration, recordkeeping, pension services, exchange-traded fund services, securities lending services, foreign exchange processing and settlement, and treasury services. As at December 31, 2023, CIBC Mellon had more than C$2.6 trillion of assets under administration on behalf of banks, pension funds, investment funds, corporations, governments, insurance companies, foreign insurance trusts, foundations and global financial institutions whose clients invest in Canada. CIBC Mellon is part of the BNY Mellon network, which as at December 31, 2023, had US$47.8 trillion in assets under custody and/or administration. CIBC Mellon is a licensed user of the CIBC trade-mark and certain BNY Mellon trade-marks, is the corporate brand of CIBC Mellon Global Securities Services Company and CIBC Mellon Trust Company, and may be used as a generic term to refer to either or both companies.