Pershing Customer Service: Expert Guide for Advisors, Broker-Dealers and Institutional Clients

Company background and scope of service

Pershing LLC traces its roots to 1939 and operates as a global clearing and custody organization within the BNY Mellon group (Bank of New York acquired Pershing in 2003; BNY and Mellon merged in 2007). Pershing’s enterprise focus is intermediated custody and clearing: the firm supports independent broker-dealers, registered investment advisors (RIAs), and institutional clients, providing back-office processing, clearing, custody, settlement and technology platforms used by thousands of financial professionals.

Headquartered in Jersey City, NJ (1 Pershing Plaza, Jersey City, NJ 07399), Pershing organizes customer service around client type (clearing clients vs. end-retail clients served through their broker-dealers) and service channel (operations, technology, tax/reporting, onboarding, and emergency trade support). The company emphasizes SLA-driven operations and regulatory compliance, serving as a principal agent for trade settlement, custody safekeeping and consolidated reporting across equities, fixed income and alternative investments.

Primary customer service channels and response expectations

Pershing’s customer support is multi-channel: phone-based operations teams for trade, wires and settlement; dedicated onboarding specialists for new clearing relationships; and technical support for platform products such as NetX360 and NetXInvestor. For clearing clients, Pershing provides escalation paths to specialty desks (trade breakdesk, failed trade remediation, corporate action specialists) and typically separates normal-service hours from 24/7 critical market event support.

Operational timelines to expect: wire transfers initiated before the internal wire cutoff (commonly around 4:00 PM ET for same-day execution) are processed same day; ACH transfers post in 1–3 business days depending on bank routing; new-account setup for standard retail brokerage accounts is often completed within 3–7 business days after receipt of all required documentation. For technical issues, secure-platform support teams target same-business-day acknowledgment and resolution windows that vary by severity (examples: P1 production outages receive continuous engineering attention until restored; P3/P4 items follow next-business-day SLAs).

Account onboarding, documentation, and common operational workflows

Onboarding a new clearing relationship or new client account through Pershing requires a combination of legal, tax and regulatory documentation. Typical documents: a signed new account form (NAF), federal tax forms (W-9 for U.S. persons, W-8BEN for non-U.S. persons), entity formation documentation for trusts or corporations, medallion signature guarantees or notarizations for certain transfers, and, where applicable, investment advisory agreements. Accurate and complete documentation materially shortens the onboarding window and reduces manual exceptions.

Common operational workflows that drive customer service volume include ACAT transfers (broker-to-broker transfers), forced sell liquidations for margin shortfalls, corporate actions (dividends, splits, rights offerings), and tax reporting. ACAT transfers typically complete in 3–7 business days for straightforward transfer of positions; transfers involving options, mutual funds with transfer restrictions, or foreign holdings can extend beyond two weeks. Pershing’s customer support teams maintain checklists and exception queues and will provide formal transfer status updates via secure portals and email notifications to the sponsoring broker-dealer.

Documents checklist (most requested and speed-critical)

• New Account Form (NAF) — signed by account owner and sponsoring Rep/firm; missing signatures are the top cause of delays.
• Tax Form W-9 (U.S.) or W-8 series (non-U.S.) — required for tax reporting and 1099 issuance.
• Entity documentation — articles of incorporation, trust agreements, or partnership agreements when opening non-individual accounts.
• Medallion signature guarantee or notarized documents for asset transfers/requests that change ownership or are high-dollar.

Platforms, technology support and security expectations

Pershing’s core client-facing technology portfolio includes NetX360 (advisor desktop), NetXInvestor (client-facing portal), and APIs for electronic clearing, account data and trade submission. Customer service for technology is split between functional help (how to access reports, generate consolidated statements) and technical support (connectivity, SSO, MFA). The firm implements multi-factor authentication across high-sensitivity access points and supports token-based and app-based authenticators to meet FINRA and SEC guidance on account access controls.

For firms integrating via API or SFTP, Pershing publishes technical specifications and test environments; connectivity onboarding typically takes 2–6 weeks depending on the scale of data exchange and security review. Downtime and incident communications follow a clear playbook: status pages and email notifications for widespread incidents, with dedicated callbacks for high-impact clearing clients. For secure file submissions (statements, wires instructions, trade files), Pershing requires approved certificates and secure handshakes to minimize fraud risk.

Regulatory issues, reporting, complaint handling and practical tips

Pershing operates under SEC, FINRA and bank/regulatory oversight (as part of BNY Mellon), which drives strict requirements for recordkeeping, custody, Anti‑Money Laundering (AML) screening and tax reporting. Tax forms (Form 1099 for dividends and sales) are prepared and distributed in accordance with IRS deadlines—clients typically receive consolidated 1099 packages by mid‑February for the prior tax year, with corrected forms issued if adjustments are identified. Regulatory examinations and audits require timely production of records; Pershing’s records retention and retrieval processes are an explicit element of client onboarding.

When disputes or complaints arise, the practical path is: (1) contact your sponsoring broker‑dealer rep for initial triage, (2) escalate to Pershing’s operational desk if the issue is settlement or custody-related, and (3) request formal escalation to a relationship manager or compliance officer when necessary. If regulatory filing is appropriate, complaints may be routed to FINRA or the SEC; Pershing’s role is to cooperate with both its clearing clients and regulators, provide audit trails, and remediate errors per industry rules.

Key resources and where to go for help

• Pershing corporate and product info: https://www.pershing.com
• BNY Mellon parent resources and regulatory notices: https://www.bnymellon.com
• Platform support (NetX360/NetXInvestor): available through the Pershing client portal; technical documentation and API guides are provided to authorized firms during onboarding.

Is Pershing the same as BNY Mellon?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, Pershing is a subsidiary and wholly-owned company of BNY, which is the corporate brand name for The Bank of New York Mellon Corporation (BNY Mellon). BNY Mellon acquired Pershing in 2003, and Pershing operates as one of its main divisions, providing a range of financial services.
  Key Details

• Parent Company: The Bank of New York Mellon Corporation (BNY Mellon). 
• Historical Context: BNY acquired Pershing in 2003, and after a merger in 2007, Pershing became a subsidiary of BNY Mellon. 
• Relationship: Pershing functions as a distinct entity within the larger BNY Mellon corporation. 

AI responses may include mistakes. For financial advice, consult a professional. Learn moreBNY – WikipediaIn 2003, Bank of New York acquired Pershing LLC, the stock clearing unit of Credit Suisse First Boston for $2 billion. The Pershin…Wikipedia, the free encyclopediaPERSHING LLC (An Indirect Wholly Owned Subsidiary of The Bank of …Dec 31, 2023 — We have served as the Company’s auditor since 2007. Pershing LLC (the Company) is a single member Delaware Limited Lia…BNY(function(){
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Can you transfer money from a Pershing account to a bank account?

Based on the selections made, signature and submission of this form is authorization to move funds to, from, or both to and from the linked bank account with no additional scrutiny from your financial professional or Pershing.

Does Pershing still exist?

BNY Pershing has been committed to the safekeeping, servicing, segregation and reporting of client assets for 85 years. BNY Pershing is proud to be a part of BNY, a global financial services company.

How do I contact BNY Mellon customer service?

1. Express Voice-Activated System. 1-800-645-6561, 24 hours a day / 7 days a week.
2. BNY Mellon Funds Representatives. 1-800-373-9387.
3. BNY Mellon Funds Sales Representatives. 1-800-782-6620.
4. BNY Mellon Brokerage Express Automated Account Access.
5. Brokerage Services Representatives.
6. BNY Advisor.
7. 403(b)(7)/Retirement Plan Inquiries.

How do I contact Pershing Square Capital Management?

(212) 813-3700
To contact Pershing Square Capital, call (212) 813-3700.

How do I contact Pershing customer service?

Please contact your advisor for assistance. You can find the company name on your statement, tax forms or your account application. BNY Pershing can verify the balance of your account. If you need an account balance verification, please call Customer Service at 201-413-3333.