The aging service is fully upgraded to the elderly to handle the "barrier -free" financial business for the elderly

Wen, Picture/Zhou Xiaoling

On May 10, 2022, the China Banking Regulatory Commission issued the "Notice on Regulating and Promoting the Development of Commercial Pension Financial Business" to regulate the relevant business of commercial bank insurance institutions. The branch of the People's Bank of China and the CBRC revolves around better serving the elderly, and actively promotes the aging transformation of financial services. In Dongguan, as banking agencies continue to upgrade outlet facilities, services and products, the elderly have gradually achieved business barrier -free treatment, life is more convenient, and happiness is greatly improved.

Old facilities: provide barrier -free services

"Since the renovation and transformation, the outlet environment has changed a lot, which is more convenient for our elderly!" Grandma Li, who handled the business at the ICBC Urban Sub -branch, happily said. Entering the Urban Sub -branch, the promotional area of ​​the happy life version of the mobile banking is very attractive. Employees of Dongguan City Sub -branch carefully guided the elderly customers holding smartphones to explain how to query the details through the mobile banking APP, check the balance and transfer to help customers correct, and to help customers correct, it is correct. Use smart devices safely.

It is understood that the urban sub -branch is the first "silver -haired" characteristic outlet created by the ICBC Guangdong Branch. After in -depth inspection of the needs of the silver -haired customer base, it is transformed into the hardware and software of the outlets. This outlet is equipped with barrier -free services, equipped with barrier -free channels and wheelchairs, and regularly carry out employee barrier -free service training. It is specially set up for the elderly resting waiting area, equipped with old flower mirrors, amplifier mirrors, blood pressure meters, medical boxes and other people. The district is equipped with a mobile filling table, the mobile water delivery table, and is specially equipped with books such as "Elderly" and elderly magazines for elderly customers to read to provide convenient services for elderly customers.

At the built -in teller machine of the Dongguan Branch of Construction Bank, the elderly realized the "barrier -free" self -service business. In response to the actual situation of the elderly's unclear vision and slower operation, the "big font" function on the self -guided teller machine (ATM), minimalist pages and large fonts, enhanced the experience of elderly customers on the self -service teller machine. At the same time, Dongguan CCB upgrades and optimizes the service function of smart tellers. For example, if the customer age is greater than or equal to 60 years old, smart tellers will automatically play the screen to prompt customers to click to switch to the "Caring Mode" menu, and provide "small speakers" reading text, screen "magnifying glass" and other aids Small tools can be delayed to 30 seconds.

It is understood that in order to meet the needs of the elderly for financial services, banks in -depth research on silver -haired customers, combined with regulatory agencies and higher -level related documents work requirements, formulate implementation plans and work guidelines for promotion of aging financial services. The same optimization of the power and software and hardware continues to increase the temperature of silver -haired customer service.

Heart -warming service: request to be responsive

Recently, a retired elderly customer reported to the staff of the Chinese Construction Bank Dongguan Shi Pai Sub -branch that they applied for the three generations of social security cards at the outlets and waited for the new card for nearly a month to not be issued, affecting the reimbursement of the elderly to see a doctor. The branch immediately established an emergency group, on the one hand, requesting higher -level units to urge card manufacturers to increase emergency cards, and on the other hand, they guided customers to open electronic social security accounts to achieve cardless reimbursement. The sub -branch only used for three working days to successfully receive the social security card from the card manufacturer and help customers complete the activation, and reach the "wish" of customer reimbursement of social security.

Not long ago, an elderly customer went to the business outlets of the Agricultural Bank of China Chang'an Sub -branch for consultation business. The staff of the outlets came forward to take care and support, and opened the "green channel" to actively accompany assistance to help customers complete the bank card password unlock.

The picture of this warm -up and intimate service of elderly customers has become the norm of bank outlets. It is understood that some banks in Dongguan have formed a service mechanism for the elderly to ensure that elderly customers have a response. For example, CCB launched a series of intimate measures such as the elderly priority service window and one -to -one collaborative service to make silver -haired customers more comfortable to handle business. The Agricultural Bank of China Dongguan Branch actively promotes the warm -up service of outlets. On the one hand, special group customers such as the elderly who handle business at the outlets are guided to the artificial window to handle the business. On the other hand, promote service "going global" and actively organize outlets to provide on -site services for special groups such as elderly customers with inconvenient actions. In order to improve the service level of the elderly, the staff of the postal savings bank lobby take the initiative to do a good job of receiving, accompanied, and helping work such as the elderly, so that it is necessary to respond. A special window, a special seat, a smile, a greeting, a cup of hot water, and an instructions reflect the enthusiasm, intimate and warmth of the bank to serve the elderly customers.

Old products: meet the needs of low risk, high guarantee demand

At present, wealth management products are constantly innovating, and wealth management channels are more diversified. For the elderly, on the one hand, it takes a certain process to accept new things, on the other hand, the ability to resist risk is low, and wealth management requires face -to -face communication and professional guidance. In order to meet the increasing demand of customers' pension financial services, financial institutions have developed old -fashioned products to fully meet the low -risk and high -guarantee financial needs of the elderly.

Among them, Guangfa Bank has established an exclusive product system including exclusive debit cards, credit cards, wealth management, insurance and other full retail financial products, and increases the rights and interests of aging services such as freshness and housekeeping services in the community. At the same time, Guangfa Bank launched products such as customized pension savings, pension wealth management, pension funds, pension insurance and other products to meet the personalized financial needs of the silver hair customer group. For example, the Chinese Life and Film Insurance, which is sold on behalf of Guangfa Bank, "filial piety and peace of mind" in the middle-aged and elderly anti-cancer insurance, is an exclusive insurance product of the elders. The insurance age is 45-80 years old and can be renewed to 100 years old. Hypertension, hyperlipidemia, and diabetes can be insured as long as they meet health notifications. Starting from the actual needs of the elderly in the Agricultural Bank of China, the Agricultural Bank of China launched the Agricultural Bank of China Yinlido products. Yinlido is a deposit product launched by the Agricultural Bank of China, which is suitable for the elderly with low risk tolerance. The minimum sales amount of this product is 1,000 yuan, and the deposit period is covered for 3 months to 3 years. It can be allowed to enjoy the revenue period in advance, support ordinary debit cards and regularly purchase.

The Postal Savings Bank Dongguan Branch launched an elderly special account service and issued the exclusive "Jinhui Card". "Jinhui Card" is a financial IC debit card that integrates the functions of the elderly gold, cash deposits, transfer remittances, and payment settlement functions to handle business for the elderly.

Anti -fraud publicity: protect the elderly "money bag"

In recent years, the scammers have stared at the pension in the hands of the elderly and set up traps. Many elderly people have been scammed. At present, various banks actively conduct anti -fraud publicity to protect the "money bags" of the elderly.

In 2021, the Dongguan Branch of the Industrial and Commercial Bank of China assisted the Anti -Fraud Center to inquire more than 10,000 cases of telecommunications fraud, and the amount of the number of eases reached 150 million yuan. Business outlets assisted public security to capture nearly 100 suspects involved in the case. title. It is understood that the bank established a special anti -fraud center for the chaos of telecommunications network crimes and sent a special person to the Municipal Public Security Bureau to deal with the account business involved in the first time. There are many frauds against the elderly.

Since November 2021, Guangfa Bank has jointly carried out the theme publicity activities of "Old Lao+Anti -Fraud" with WeChat Payment, and laid a series of publicity such as "anti -fraud vision gauge" and "anti -fraud glasses box" at the outlets. Online and offline Multi -channel and multi -layered communication and interaction. This year, Guangfa Bank will continue to jointly joint WeChat payment to jointly carry out the "Old Lao+Anti -Fraud" 2.0 Joint Plan to create a "concentric circle" caring brand, help the elderly learn and use payment services, and master the knowledge such as security guarantee, anti -fraud and other knowledge, and effectively fulfill their performance. Guangfa Bank pays the service purpose of the people and the financial old.

Source | Yangcheng Evening News • Yangcheng School

Responsible editor | Dai Shimin

School counterpart | Xie Zhizhong

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