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BNY Mellon’s Albridge - Young Customer Service Professional of the Year


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Company: BNY Mellon’s Albridge, Pennington, NJ
Entry Submitted By: Pershing
Company Description: BNY Mellon’s Albridge is a leading provider of enterprise data management solutions that deliver a single view of an investor’s broad range of assets. Our proprietary technology consolidates and reconciles client account and transaction data from hundreds of data sources representing banking, brokerage, insurance, retirement, managed accounts and more.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Financial Services Industries

Nomination Title: Kendra Clark

Tell the story about what this nominee achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

BNY Mellon’s Albridge, provides data management and financial technology solutions for financial services companies to provide a consolidated view of financial advisors’ client assets.

Kendra Clark is a Junior Client Services Representative who joined our team in December 2017. Since she began, Kendra has quickly become an asset to the Albridge client services team. Her professionalism scores have remained at a high level, where she continues to exceed expectations. On October 9, 2018, she received an appreciation ambush from senior management (see below), honoring her for exhibiting our client service principles, which are:

-Anticipates our clients' needs and provides personalized, reliable service
-Takes ownership of client satisfaction and honors our commitments
-Takes pride in our work and strives to continually enhance our clients' experience
-Treats our clients with dignity and respect and demonstrates high regard for their diverse points of view
-Works as a team and with a collaborative spirit across the firm to deliver service excellence

With every interaction. Kendra provides a great client experience. She is an excellent team member and clients enjoy working with her. Clients have submitted the following comments about her in surveys. One can see how Kendra has excelled in customer satisfaction.

Waddell & Reed

“She is always so patient, helpful, and she is a whiz at what she does. Her customer service skills are excellent, and she represents your organization in a very professional manner. She is great! ”

Securities America, Inc.

I called yesterday 1/31 around 5: 00 and spoke with Kendra, she was very, very kind and helpful! Unfortunately, we couldn't solve the issue yesterday without conferencing in sponsor companies and other individuals for additional information, so she was happy to set up a call first thing this morning and we were able to fix the mapping issue. She is excellent and I appreciate her efforts to assist me, problem solved 100%. Thank you Kendra!

Triad Advisors

“I’ve not spoken to Kendra before and thought she might be new, I found out new in terms of a few months, however, she was extremely knowledgeable about the specific steps by which Fidelity sends their Gnumbers over. Wanted to let you know about the great service from Kendra.”

Kendra has made tremendous strides in the quality service she provides to all Albridge clients in the short time she has been a member of our team. She is an optimist, always dedicated to the big picture. She has a desire to succeed and has already become a positive example for our team. Kendra’s enthusiasm for client satisfaction helps Albridge and the client service team deliver service excellence to all clients.