建行青岛市分行：提升服务 保护消费者权益

China construction bank Qingdao branch, improve service to protect consumers' rights and interests

China construction bank Qingdao branch, as a state-owned joint-stock commercial Banks, has been adhering to the "customer-centric" service concept, highlight the "China construction bank, construction of modern life" business philosophy, through to reduce the more than 100 outlets, the electronic bank, customer manager and service channels, support the development of enterprises, serving the public life, to create "fairness, integrity, harmony" of financial consumption environment.

Consumer rights and interests protection in daily work

The bank has been committed to the financial consumers' rights and interests protection into daily operation and management of each link, and in strengthening employee service consciousness, service responsibility and service, on the basis of skills upgrading, strive to become the effective protection of financial consumer rights and interests to each staff's conscious action, strive to make the general financial consumers fully enjoy the right to know in order to reduce customer complaints and consumer disputes.

For a long time, Qingdao construction bank has carried out various forms of financial literacy activities, will be closely related to the people of the debit card, credit card, bank financial products, agents, insurance fund, personal loans, self-help equipment, electronic Banks such as bank products, services, and risk points and prone to fraud and other aspects of financial knowledge in rural areas, to the community, sent to the school, etc. Bank also created some financial knowledge publicity materials, such as making the popularize knowledge of financial right, public education day, guard against and crack down on illegal fund-raising publicity materials in the outlets, facilitate customer knowledge, reading and cooperation, and the news media on a regular basis to carry out some professional introduction, enhance public awareness of the financial products and financial services.

On, complaints of the biggest concerns of consumers rights, media, website and so on in the site it way complaints telephone, for each type of complaints are made detailed process regulation, respectively for the shortest possible time to handle customer complaints, to ensure that customers in the construction bank to enjoy the process of financial services, have a problem with channel can reflect, reflect after can get the reply in time, to ensure to the customer a satisfactory solution.

Continue to improve services, and earnestly protect consumers' rights and interests

The bank over the years, continuously improve service environment, increase service responsibility, to safeguard the financial consumers' right to be respected.

One is the input of the ascending node hardware, comprehensively improve the network service environment. The bank in the past two years to complete a generation and the second generation network transformation work, configure the lobby manager, fill, fill in single template and waiting area and other facilities, added nine branches, branch number to 116. Have in the past two years, CCB has a new records to the champions league font size of self-service equipment, so far, a total of 53 new records to crown size, show that the CCB liable money currency information together with the customer, effectively improve the cash management in the prevention of counterfeit money, can provide help for the public security organs cracked bills fraud cases.

Second, the bank supervision service for the new and improved.

The bank in optimizing the business process, improve the post Settings, on the basis of the service star management work and the mystery man check system and work closely with network transformation.

Three is to broaden the service channel, ease customers queuing and business to deal with such complicated problems. Opens the self-service equipment, SMS payment to pay the cost of a variety of channels such as all kinds of. Launch "pleasant life" life service payment platform, client have the construction bank account, do not need to sign up online banking, as long as Internet site can login CCB CCB through the "pleasant life" collection of the payment business. Via e launched a "room" GeDai channels, can provide the sale and purchase information release, housing dealmaking, online loan application and progress of inquiries, loan, account management, electronic documents, property transactions, such as financial services also can query the housing fund account information as well as the construction bank personal loan related policies, products, services and information.

Of course, we will strengthen the protection of financial consumers' interests is a global topic, also is a long-term process. Based on the current financial consumer spending habits and their risk consciousness present situation, the bank will continue to work hard in the following aspects:

In a planned way to carry out the financial knowledge into the community, into the rural activities, use of mainstream media to expand financial knowledge propaganda, to help customers set up ideas and risk awareness of self protection.

Further strengthen the risk warning of financial products, change financial consumers knowledge of bank products "risk-free" blind spots.

Further enhance the financial service level of the bank itself, further improve service processes, improve business for accuracy.

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