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Home » Client Experience


CLIENT EXPERIENCE

Securities Services



OUR CLIENTS ARE AT THE HEART OF EVERYTHING WE DO.

As a leading multi-asset servicing specialist, we invest to continuously enhance
client experience.

Play What do you value the most in securities services? EN-Video

Transcript

In the financial industry, technology, in-depth market expertise and regulatory
monitoring are essential but are they the only important criteria when choosing
a securities services provider?

We believe that your experience as a client is just as important.

That is why at Securities Services, you are at the center of everything we do.

To provide the best experience possible, we have initiated a worldwide service
culture programme to help us better meet your needs and organise around them.

The results from this programme are a mix of process redesign, cultural change
and digital transformation including:

 * Implementing innovative solutions
 * Providing faster and better interactions with you
 * And enhancing the quality of our existing services.

As a result,

You  are able to get instant answers to your queries 24/7 from anywhere in the
world thanks to the launch of our natural language generated virtual agent

You can now evaluate our services and request improvements at any time with our
online digitalised service review

And with the streamlining of our systems and the delayering of our operations,
you now have quicker access to local markets with faster event notifications and
extended deadlines for your corporate actions and income activities

This is only the tip of the iceberg.  We are continuously working to improve our
service in order to reduce your costs and improve your efficiency – all to
better support you, our client.

Please reach out to your Relationship Manager or Client Service Manager to learn
more.




WHAT YOU SAY MATTERS

A key part of providing best-in-class services is to take client feedback
onboard and make improvements. Our strategy to collect your feedback focuses on
three main pillars:

 * Service reviews play a key part in the client experience journey. They are
   organised on a regular basis to ensure our service quality is always aligned
   with your priorities.
 * We carry out regular in-depth client satisfaction surveys. We leverage the
   results of these surveys to guide our investment and resourcing to improve
   client experience.
 * We always strive to provide the best client experience possible. However, if
   you feel that we have not met your expectations, you can raise a complaint at
   any time. We apply a structured and formal complaint handling process. You
   can find more information about it below.




OUR CLIENT SERVICE MODEL

We aim to provide you with an easy-to-understand client service model, a
dedicated service team, and the ability to speak directly to specialists when
required.

With our client-centric model, we offer multi-level client dialogue to align
with your requirements:

 * Relationship Managers support your business strategy
 * Client Service Managers have oversight of your service delivery and lead
   service reviews and due diligence visits (DDVs)
 * Client Account Managers support your operational activities, answer your
   queries and provide you with technical expertise


LEVERAGING TECHNOLOGY FOR AN IMPROVED CLIENT EXPERIENCE

DIGITAL SERVICE REVIEWS

We strongly believe that service reviews are a powerful catalyst to improve
client experience.

This is why we leverage technology to offer a digital solution to support
service review meetings. Available on NeoLink, it serves as an easy point of
contact for our interactions and helps you keep track of our action plans. The
result: a better service model with more transparency and full documentation.



A DIGITAL UPSKILLING EXPERIENCE

Newcomers to the financial industry need to learn a lot of information to
develop knowledge and expertise. Seasoned professionals need to keep pace with
an industry in transformation.

This is why we have created a digital upskilling experience. Four user-centric
e-learning modules are available on NeoLink to help clients train newcomers and
strengthen staff engagement.

This digital upskilling experience covers:

 * Custody
 * Securities lending
 * Investment funds
 * Depositary services

Play Introducing a new upskilling Experience



SERVICE CULTURE AS PART OF OUR DNA



At Securities Services, ensuring excellent client experience is everybody’s
responsibility and we believe every employee has a role to play in delivering
the best quality of service. Our teams are dedicated to upholding our global
service culture programme to better meet your needs and organise around them.

All our employees are continuously trained, incentivised, and supported through
a series of initiatives to provide a harmonised service.


YOUR SATISFACTION IS OUR PRIORITY



OUR COMMITMENT

We always strive to provide the best client experience possible. However, if you
feel that we have not met your expectations, you can raise a complaint at any
time and give us the opportunity to put things right.

 * Your complaints are acknowledged swiftly in writing
 * You are kept informed of the actions taken at every step of the process
 * We provide a substantive response as soon as reasonably possible
 * Once the investigation has been completed, we will notify you of the result
   and, where appropriate, of the remedial action plan


Feedback and Issues


AT SECURITIES SERVICES, LOYALTY TO OUR CLIENTS IS A FUNDAMENTAL PRINCIPLE



EACH AND EVERY ONE OF OUR EMPLOYEES STRIVES WHOLEHEARTEDLY TO SUPPORT OUR
CLIENTS AND DO THEIR JOBS WITH THE UTMOST PROFESSIONALISM

However, despite this, you may feel that we have not fully met your
expectations.

So if you are ever unhappy about something, please let us know, and give us the
opportunity to put things right.

Client feedback and complaints in particular is key to our continuous
improvement process. Therefore, rest assured that we treat them as a top
priority.

Contact us

Your privileged point of contact for all feedback, positive or negative, is your
Client service manager or Relationship Manager in the country where you hold
your account(s).

You can contact him/her over the phone or by e-mail, at his/her usual e-mail
address at your convenience.

You could also raise your issue or complaint to your Client service manager or
Relationship Manager by post, using the address of the BNP Paribas entity of
which you are a client.



OUR COMMITMENT

Securities Services applies a structured and formal complaint handling process.

Your complaints will be acknowledged swiftly in writing. We will keep you
informed of the progress of the measures being taken to resolve the complaints
and we will provide a substantive response as soon as reasonably possible
afterwards.

Once the investigation has been completed, we will notify you of the result and
where appropriate, what remedial action or redress we intend to take as a
result.

We will also notify you of the options open to you, including the possibility to
refer your complaint to an alternative dispute resolution entity or to a
financial ombudsman, and the possibility for you to take civil action.

Our organisation welcomes all feedback, positive or otherwise, and we will
always be thankful for the time you take to share your concerns with us.

We value your complaints as opportunities for us to learn and to constantly
improve in order to meet your expectations.



We are a multi-asset servicing specialist committed to helping our clients
achieve their ambitions both in terms of investments and cross-border
distribution.

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