Vestima: Information on customer services
Clearstream Banking1 informs customers that on
14 November 2022
it will be deploying an enhancement to its telephone support service within the main customer service unit for Investment Fund Services (“Vestima Client Services”).
What will change?
When a customer calls the main hotline, they will first receive an Interactive Voice Response (IVR). The customer will then be requested to choose one of two options:
- Press 1 for Vestima order placement, rejection handling or order confirmation (contract note);
- Press 2 for settlement, cash, transfers or general customer services.
Why implement this change?
Clearstream Banking is continuously looking to enhance its service and overall customer experience.
The IVR deployment allows Vestima Client Services to direct queries to the agents with the appropriate skill set, it will also allow us to increase our phone coverage.
Clearstream Banking recognises email is the preferred media for day-to-day interactions across the funds industry. Vestima Client Services phone support is and will remain a critical channel for order placement queries and rejection handling when time sensitive actions are necessary.
Phone support is also a critical outlet for supporting more complex queries that require discussion or to communicate a request for priority handling.
What will remain the same?
The Vestima Client Services hotline contact numbers will remain the same.
Business hours will also remain the same - 8.30 CET to 18.30 CET.
Clearstream Banking will continue to deploy monitoring practices to ensure adequate cover throughout the business day.
For further information, please contact as appropriate:
1. Clearstream Banking refers collectively to Clearstream Banking S.A., registered office at 42, avenue John F. Kennedy, L-1855 Luxembourg, and registered with the Luxembourg Trade and Companies Register under number B-9248, and Clearstream Banking AG (for Clearstream Banking AG customers using Creation Accounts), registered office at 61, Mergenthalerallee, 65760 Eschborn, Germany and registered in Register B of the Amtsgericht Frankfurt am Main, Germany under number HRB 7500.