Living up to the trust of more than 50 million customers, Industrial Bank has built a new pattern of credit card consumer protection.

Mr. Wang, who works far away in Shanghai, received a phone call from his parents at the weekend. A month ago, they applied for a credit card of Industrial Bank, but because his home is far from the outlet and he doesn't know the online operation, repayment has become a problem. Mr. Wang immediately forwarded the article "Self-service review and repayment is convenient, you can get it with your fingers" pushed by the official micro of Industrial Bank to your parents. The article not only clearly tells the location of the official App repayment entrance, but also lists every operation step one by one. Even the elderly can understand at a glance that the "small troubles" of repayment are solved in this way.

In recent years, with the rapid increase of online consumption demand, credit cards have become more and more popular, but at the same time, problems such as the security of old people using cards and the blind consumption of young people have become increasingly prominent. In September 2020, the Credit Card Center of Industrial Bank established the Consumer Rights Protection Department to improve the consumer rights protection system and strive to create a new pattern of credit card consumer rights protection management.

Attach importance to prior coordination mechanism and be a good product "quality inspector"

Industrial Bank has more than 54 million credit card customers. In 2020, affected by the epidemic situation in COVID-19 and the external economic environment, consumer protection will face greater challenges. Since the former Consumer Protection Office was upgraded to the Consumer Protection Department in September, 2020, the independence and professionalism of the consumer protection work in the credit card center of Industrial Bank have been further strengthened, and the consumer protection work has been integrated into the "prior coordination mechanism" and become a good product "quality inspector".

The so-called prior coordination mechanism is an internal access link in the development of various credit card businesses of Industrial Bank, and the process of consumer rights protection and compliance audit has been highly involved. From product project declaration to system service testing, the Consumer Protection Management Department conducts consumer rights protection audits on various products, marketing activities, risk management and control, and basic functions. And put forward optimization suggestions from the perspectives of experience, service, consumer protection, etc., to protect consumers' rights and interests such as the right to know and the right to choose independently, promote the orderly development of consumer protection from the source, and avoid a series of possible risks to the maximum extent.

Strengthen the empowerment of financial technology and build a service "firewall"

As one of the main forces in the credit card market, Industrial Bank's credit card consumer protection work has been advancing with the times. In the past two years, in line with the development trend of financial technology, we have steadily promoted the "intelligent" transformation of consumer protection work.

20 17 in order to strengthen the management of service links, the credit card center of industrial bank introduced intelligent voice quality inspection system as a quality inspection tool in omni-channel management. The system adopts advanced service speech recognition technology, and changes the quality inspection mode of telephone service from "manual quality inspection" to "system quality inspection+manual intervention" through understanding and learning natural language.

In 2020, on this basis, the Industrial Bank Credit Card Center accelerated the construction of an intelligent voice operation quality analysis platform. At present, the corresponding business prevention model has been constructed, including exaggerated expression, improper analogy, fund use, endorsement in other names, repeated dialing, and helping to withdraw cash. Through the monitoring of the system platform, we can timely warn the problems found, intervene and deal with them in a targeted manner, and build a "firewall" for the service.

It is reported that after the Industrial Bank's credit card operation quality analysis platform was put into application, the visual auxiliary function of recorded words was enabled, and the complaint detection efficiency was improved three times compared with before, effectively improving the bank's service management ability.

Practice corporate social responsibility and stand on the "propaganda post" of consumer protection

As we all know, consumer protection is a systematic project. Internally, it is an effective way for enterprises to avoid risks, and externally, it is a corporate responsibility that is highly responsible to consumers. The two complement each other and are indispensable. Industrial Bank attaches great importance to every customer group, and strives to spread the knowledge of credit card security to the nuances of various services.

"3. 15" in 2020 coincides with the special period of epidemic recovery. The Credit Card Center of Industrial Bank launched the Consumer Rights Protection Education Publicity Week in time, and educated more than 50 million credit card users on eight rights and interests of financial consumers, guidelines for handling credit card online business during the epidemic, and common fraud routines to inform risks and consumer demand through official App "Good Action", official Weibo, official WeChat account, mainstream media and SMS. At the same time, the bank deeply understands the real needs of consumers, guides customers to use credit cards correctly and reasonably through interesting and effective interactive education, regulates cash installment business, and reminds financial consumers of various precautions in installment activities in the form of questions and answers and explanations in official publicity channels, so as to truly optimize services, deepen publicity and earnestly practice corporate social responsibility.

Credit card is the main tool to pay for consumption, and Industrial Bank knows that "money bag is no small matter". Thanks to the efforts of our credit card center for many years, our consumer rights protection work has been highly praised by our customers. In 2020, the Bank was awarded the title of "20 19 A-level institution for the protection and evaluation of financial consumers' rights and interests in Shanghai" by Shanghai Branch of the People's Bank of China.