Shareowner Services

Outstanding Shareholder Experience

Investor Care Network

BNY Mellon Shareowner Services' Investor Care Network (ICN) refers to our targeted deployment of process, technology and people that gives shareowners what they want, how and when they want it.

Traditional providers view their telephone call centers as their primary shareowner contact point. As a point of differentiation, the BNY Mellon Shareowner Services service delivery model was designed from the shareowner's point of view and seeks measurable, consistent results. We've built an organizational structure that provides consistent and outstanding service through all our contact channels — inbound correspondence, telephone, voice response system and Web.

The ICN measures its progress with two primary indicators — once and done processing and overall quality. The first is our commitment to doing things right the first time. The second refers to delivering a superior shareowner experience based on qualitative and quantitative measures of satisfaction.

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