Zhejiang's banking industry multiple measures to promote the "aging" of financial services

In July, Zhejiang Banking Insurance Regulatory Bureau issued the "Guidelines for the Bank of Zhejiang Banking Insurance Industry for Old Financial Services" (hereinafter referred to as "Guidelines"), which continued to promote bank insurance institutions within its jurisdiction to continuously improve the level of old financial services and allow the elderly to accept financial services Safe, peace of mind, efficient and convenient.

Under the deployment of the Zhejiang Banking Insurance Supervision Bureau, the Wenzhou Banking Insurance Regulatory Bureau implements the supervision concept of "people -oriented and the people's supervision", and promotes bank insurance institutions within its jurisdiction to start from the needs of elderly financial consumers to focus on the construction of institutional mechanisms, products and technology The reconstruction, outlet construction and services, education propaganda, and protection of consumer rights and interests have continuously improved the quality and efficacy of the aging financial services, so that the majority of elderly groups can enjoy more sense of gain, happiness, and security in financial services.

Upgrade hardware to promote financial services "old age"

Traditional outlets are the main position of offline services of banks and high -frequency places for elderly group business. The "Guidelines" pointed out that it is necessary to retain and improve the traditional service facilities and equipment of outlets to improve service capabilities and levels. In recent years, bank insurance institutions within their jurisdictions improve hardware facilities and enrich the configuration of aging items based on the characteristics of elderly customers. Encourage conditional outlets to open a "green channel" and "love window", flexibly arrange "special person guidance" and "on -site service", strengthen the transformation of barrier -free facilities for business outlets, build an elderly service window with comprehensive business, old tools, and warm environment. It provides convenience to the greatest extent for the elderly customers.

CCB Wenzhou Yongjia Sub -branch organized a summer intern to explain the use of smartphones to the elderly. Photo by Zhang Junjie

CCB Zhejiang Branch explores the aging upgrades of the bank's business outlets, spread the standardized aging facilities allocation at all outlets in Zhejiang, and at the same time strive to create an upgrade of a batch of benchmarking old service outlets. In October 2021, with the on -site acceptance of the Beijing National Financial Technology Certification Center, 8 outlets of CCB became the first batch of outlets in Zhejiang Province to obtain professional certification for old -fashioned services. Among them, five of the Hangzhou Yuquan Sub -branch business department, Wenzhou Lizhen Sub -branch, Huzhou Bronze Road Sub -branch, Yiwu Branch Sales Department, and Lishui Branch Sales Department five are "Demonstration of Old Service Demonstrations".

Lizhen Street, Ouhai District is a well -known overseas Chinese hometown. There are many left -behind elderly in the jurisdiction, and many of them are empty nest elderly people. Entering CCB Wenzhou Lizhen Sub -branch, equipped with old -fashioned seats, wheelchairs, aids, old flowers, amplifiers, first -aid box pharmaceuticals, water dispensers, water dispensers, etc. Customers enter and exit the business hall. Here, the full process of "one -to -one" service for the business that elderly customers often handle, ensure that the "one -stop" of the old customers' work is completed. At the same time, extending the service radius, for the elderly customers who cannot go to the outlets in person, after fully understanding and verifying the situation of customers, the outlets can formulate special solutions according to customer needs to provide on -site services to solve the urgent need of customers.

Similarly, at the Bank of China Wenzhou Branch Business Department, the bank serves the aging layout of "green channels", caring windows, barrier -free service desks, etc. It is also available in the hall. The seats and the doorless channel are set up at the door to facilitate the elderly to handle business. At the same time, the medical boxes are commonly used for common medicines to prevent emergencies.

Optimize software to help the elderly cross the "digital gap"

Do not use new types of self -service intelligent devices in the outlets to handle business, do not understand mobile banking banks or WeChat banks with a wide range of service items, and cannot answer a number of "instructions" issued by machine customer service ... Intelligent technology born to improve service quality, However, it is quietly becoming a "digital gap" between some elderly people and basic financial services.

In order to effectively solve the difficulties encountered in the field of financial insurance services in the field of financial insurance services, the Wenzhou Banking Insurance Regulatory Bureau has strengthened its responsibilities and implemented it at all levels. question.

Mobile banking APP has now entered the lives of many financial consumers. In order to better serve the elderly group, the Bank of China Mobile Banking has launched the "year -old long love version" launched by elderly customers. Through large font display, voice recognition, product customization, etc., financial services make financial services more "old". In recent years, Bank of China has continued to explore the establishment of a systematic pension financial service system, launched a series of "suitable financial products+respect for the elderly", and use the dual -line service model of "online mobile banking+offline characteristics" to help help help The silver -haired customer group enjoys a convenient digital life. The China Bank of Wenzhou Branch will unsally cooperate with other social organizations to explain the application problems often encountered in daily life to the elderly, so that the elderly can truly enjoy the convenience brought by intelligence.

"The CCB Life Line is very convenient. In the future, there will be no need to line up on the outlets. You can withdraw pensions without lining up." Uncle Chen, who lives in the business department of the Minjiang Sub -branch of the CCB of Wenzhou, lamented. Mid -mid -month is a day of issuing pensions. In the past few days, there are a large number of elderly customers in the outlets. It often appears before the start time of the outlets. There are elderly customers to line up to wait for the number to get a number. In the summer, I saw Uncle Chen, who had been sweating when he came to the outlet, and the lobby staff patiently introduced the online number collection function of the "CCB Life" app in detail. : "It's much more convenient!"

Minsheng Bank Wenzhou Branch provides older customers with better financial services.

Minsheng Bank Wenzhou Branch and the Wenzhou Evening News "Minsheng Lexing Class" jointly launched by the Wenzhou Evening News "Minsheng Lexing Class" jointly focused on creating a platform for the elderly to learn, and fully combined with current popular elements in curriculum design and teacher arrangements, such as playing Smart machine (WeChat Douyin Master, DIY Music Album), Getting Started by Mobile Photography, Basic Photograph and Video Production, Health Management Knowledge, Winter Health Lectures of the Elderly, Software Convenient Life Inquiry and Life Payment Function, Finance Body -defense (prevention of telecommunications fraud) and other themes, provide services to middle -aged and elderly consumers with enjoyment, fun, and music, and care for the happiness of elderly friends with temperature. Popularize knowledge and protect the "money bag" of the elderly

The "Guideline" highlights the prevention of pension fraud. The Zhejiang Banking Insurance Regulatory Bureau requires bank insurance institutions to take the prevention of preventing pension fraud as the focus of education and propaganda, and actively participate in the prevention of pension fraud. Faced with various new types of online financial fraud, many elderly customers have weak awareness of prevention, and the ability to effectively identify, active prevention and active response need to be improved. In order to help elderly customers to keep the "money bag", the Banking and Supervision Bureau of various places guides the organizations of various institutions to carry out "aging" financial services such as active teaching, timely ganging, and superior services as one of the main tasks for the masses as a financial service window. Fresh knowledge of anti -fraud prevention for elderly customers.

Zhongxing Wenzhou Nancheng Sub -branch has developed silver development scenes to provide services for the elderly customers of the Fitness Dance Association.

The Erhai District, Wutian Street, Wutian Street, Wutian Street, Wutian Street, which is paired with the business department of the Bank of China. The Bank of China Wenzhou Branch formulated a long -term mechanism for serving the elderly group in the community, creating a financial angle of the Bank of China in the community cultural auditorium, and establishing a volunteer service unit. Volunteers who have presented to Wenzhou dialects are regularly carried out a series of financial publicity activities on the principle of "close to the elderly, close to reality, and close to life". In order to effectively stimulate and mobilize the enthusiasm for learning the common sense of financial groups, the Bank of China volunteer service staff carefully prepare for every activity, financial knowledge exhibition, award -winning answer, watching promotional videos, financial lectures, etc. May guide the elderly to establish a correct financial consciousness in the relaxed atmosphere of educational and happy atmosphere and improve their ability to prevent risk prevention.

In addition to strengthening the level of financial services in the outlets, based on the demand for financial knowledge and intelligent technology in the elderly group, CCB Wenzhou Branch extended the channels of services from the outlets to the elderly group, established the "Silver Elderly School", established a professional teaching system. Volunteers through outlets drive the elderly groups to learn to prevent financial fraud.

Minsheng Bank Wenzhou Branch pays great attention to the protection of the legitimate rights and interests of elderly customers, and the construction of the East Tower Elderly University of Leqing City will build a financial education demonstration base for elderly consumers. During the event, we can popularize financial knowledge in the form of "music learning". At the same time, the bank also established Le Lao Financial Class to hire professional lecturers to teach students. The curriculum content includes "anti -money laundering", "prevention of telecommunications fraud" and "rational investment" and other content, and set up the "people's liveliper band" to help students cultivate hobbies , Educational. Minsheng Bank Wenzhou Branch also takes the theme of "I do practical things for the masses and leaders to the community to talk about consumer protection". For key groups such as personnel, adolescents, disabled people, etc., they preached their footprints and counties (cities, districts) such as Leqing, Yongjia, Ruian, Lucheng, Ouhai, and more than a thousand people, which continuously improved the coverage of consumer protection work.

Source | Technology Finance Times (Correspondent Xu Mengqian Qian Xuan Ou Xuefang Hou Bingqing Reporter Zhao Qi)

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