Summary of consumer rights protection work in the banking industry

The unforgettable working life has come to an end. After the accumulation and precipitation in the past period, we have made great improvements and changes. Let’s formulate a work summary. Many people must be worried about how to write a good work summary. The following is a summary of consumer rights protection work in the banking industry that I have compiled for you (6 general articles). It is for reference only. You are welcome to read it. Summary of consumer rights protection work in the banking industry 1

In accordance with the requirements of the superior bank's "Notice on Carrying out 3.15 Credit Information Publicity Activities", on the occasion of the xx anniversary of the implementation of the "Credit Information Industry Management Regulations", our bank We actively cooperated with the “3.15 Consumer Rights Protection Day” to carry out credit reporting knowledge promotion activities.

1. Leaders pay attention and deploy in a unified manner.

The leaders of the bank paid attention to it and carefully prepared for the "3·15" credit reporting publicity activity. On March 12, they held a mobilization meeting of financial institutions within their jurisdiction and formulated the "" 3.15 "Credit Information Publicity Activity Plan". According to the activity arrangement of the downtown branch, unified organization, unified requirements, and unified deployment, a publicity activity leading group was established to be specifically responsible for implementing various tasks of the publicity activities, and promoted the planned and step-by-step development of the publicity activities.

2. The theme is clear and the content is rich.

This publicity fully implements the "Credit Reporting Industry Management Regulations" and promotes the standardized and healthy development of the credit reporting industry. Our bank requires banking financial institutions within its jurisdiction to give full play to the advantages of their business outlets, designate "3·15" publicity locations, set up information desks in front of business outlets in accordance with unified requirements, distribute promotional materials, and hang promotional banners in front of business outlets. Use "LED electronic display screens" to play promotional content in a loop to enhance the promotional effect. Our bank, together with the Agricultural Bank of China, Industrial and Commercial Bank of China, China Associated Press, Agricultural Development Bank of China and Longjiang Bank, carried out publicity in factories, communities, rural areas and farmers’ markets, and set up a credit information publicity consultation desk in the central square to provide consultation The public answered questions and distributed more than 2,000 copies of promotional materials such as "Regulations on the Management of the Credit Information Industry" and "Cherish Credit Records and Enjoy a Happy Life".

3. Combine with reality and highlight key points.

For new rural agricultural industries, family farms, farmers' cooperatives, etc., use rural financial institutions to go into the countryside to carry out credit information knowledge education activities; organize front-line workers in a group of processing plants to learn "Credit Information Industry Management" The Regulations have popularized credit information knowledge in rural areas and factories.

4. Use the media to expand publicity.

Our bank makes full use of newspapers and traffic broadcasts for media publicity, and has business personnel from the "Agricultural Development Bank of China, Agricultural Bank of China, Credit Unions and Postal Savings Bank" as guests on the "Business Style Hotline" to answer questions raised by the people one by one. Answers enable the common people to understand credit reporting knowledge more directly, further popularize the "Credit Reporting Industry Management Regulations", enhance the publicity effect, expand the publicity coverage, and create a good social atmosphere of learning the "Regulations" and "honesty and trustworthiness" .

By popularizing the relevant knowledge of the "Regulations on the Administration of Credit Reporting Industry", more people will pay attention to their credit records, consciously safeguard their legitimate rights and interests in the field of credit reporting, and further enhance the public's awareness of credit; make credit reporting Staff members should improve their ability to provide window services and perform their duties in accordance with the law; promote financial institutions within their jurisdiction to more consciously carry out credit reporting business in accordance with the Regulations. Summary of consumer rights protection work in the banking industry 2

In order to further promote the learning and popularization of consumer rights protection knowledge and promote the implementation of consumer rights protection laws and regulations, the Operations Management Department of xx Bank xx Branch carefully organized The consumer rights protection knowledge contest of xx branch is now reported as follows:

1. Organizational mobilization stage

The branch leaders attach great importance to this work and organized the following meetings An all-staff meeting with the theme of "Learning knowledge on consumer rights protection and improving the service level of xx branch". At the meeting, the president in charge requested the branch operation management department to carefully organize and arrange for all employees to study relevant documents and reasonably follow the notice issued by the provincial branch service office. Deploy a consumer rights protection knowledge contest and require all employees to integrate the concept of consumer rights protection into their daily work, establish a long-term mechanism for consumer rights protection, comprehensively enhance branch employees’ consumer rights protection awareness, and effectively improve the branch’s overall services level.

2. Learning and Education Stage

In accordance with the relevant documents provided by the Provincial Branch Service Office, the Operation Management Department of xx Branch organized all front-line employees of the bank to learn the "Protection of Consumer Rights and Interests of Bank Employees" "Knowledge Reader" and "Bank Services Reader". At the same time, each department of the branch also took this event as an opportunity to organize employees of the department to use the morning meeting time to learn the "Notice on the Issuance of Key Points for the Protection of Consumer Rights and Interests in the Banking Industry in XX" , "Consumer Rights Protection Law of the People's Republic of China" and other documents have enabled employees in this department to enhance their awareness of consumer rights protection and better provide services to customers.

3. Organizational competition stage

On July 12, the branch operation department organized all front-line employees to conduct a knowledge competition on consumer rights protection in xx branch in the conference room. xx branch*** Four departments participated in this competition, namely the corporate business department, retail business department, credit and risk management department, and sales department. The number of participants was ***29. During the competition, the participants used the knowledge learned at this stage. , as well as the usual accumulation of knowledge, answering questions carefully, achieving results and level in the competition.

Through this consumer rights protection knowledge competition, all employees of xx branch realized the importance of protecting consumer rights. At the same time, this activity also comprehensively enhanced the awareness of consumer rights protection among branch employees and improved their awareness of consumer rights protection. The overall service level of xx branch has created a good service environment for the development of the branch. Summary of consumer rights protection work in the banking industry 3

In order to promote the healthy development of the xx banking industry, create a harmonious and honest financial environment, and cooperate with the city to carry out "harmonious financial integrity services" xx banking industry 315 International Consumer Rights Day Publicity Week activities, in accordance with the relevant requirements of the xx City Banks Association and the branch office, our bank carried out an extensive "315 International Consumer Rights Day themed publicity activity" on March 15, 20xx at hundreds of branches in all districts and counties across the city. Although it was cold and windy on the day of the event, the service enthusiasm of our bank staff infected every customer who passed by, and they actively promoted and popularized financial knowledge. Improving the level of financial services and safeguarding the rights and interests of financial consumers are important measures for our bank to fulfill corporate social responsibilities and establish an industry service model. They also reflect our bank's core corporate values ??of "customer-centric". In order to safeguard the rights and interests of financial consumers, from the perspective of customers and thinking about what customers think, all 100 branches under the jurisdiction participated in the activities and actively participated in the activities. They accepted customer consultations through the distribution of promotional leaflets and set up booths on site, and achieved good results. activity effect. The activities are carried out as follows:

1. Five branches of our bank participated in the promotion activity of setting up booths at hundreds of branches across the city

Our bank’s Luwan Dapu Road Branch, Xuhui Damuqiao Road Branch, Pudong Lianyang Sub-branch, the public customer service team of the branch's business department, and Nanjing West Road Sub-branch, as five key outlets, participated in the promotional activity of setting up booths at 100 outlets in the city. Each activity unit attached great importance to the relevant notification after receiving it, organized and arranged staff as soon as possible according to the activity requirements, and prepared all kinds of publicity materials.

From 9:30 to 11:30 a.m. on March 15, five key branches of our bank set up an outdoor "financial knowledge popularization platform" at the entrance of the branch or in the open-air plaza where the flow of people is more concentrated, establishing a The "Harmonious Finance, Honest Service" roll-up publicity board also displays promotional materials related to telecommunications fraud risk prevention, bank cards, financial products and other aspects. It provides on-site knowledge guidance to the passing public, answers customer questions, and accepts customers. Complaints and Suggestions.

In addition to financial knowledge leaflets on "Preventing Financial Risks", "Bank Cards" and "Personal Finance" at the event site, each outlet also prepared information leaflets, cards, posters and currency anti-counterfeiting information on preventing telecom fraud. Knowledge promotion brochures, prevention of illegal fund-raising promotion leaflets, etc. Branches such as Luwan Xietu Road Branch and Xuhui Damuqiao Road Branch are surrounded by residential areas. Most of them are middle-aged and elderly residents, who are the main customer groups of the branches. In view of the fact that many middle-aged and elderly customers are not very alert to the modus operandi of various fraudsters, and at the same time have vague concepts about various products, when introducing the promotional content in detail, our bank employees focused on the content in the promotional leaflet, and also Remind customers to read carefully and pay more attention to relevant knowledge. Since the branch business department, Jing'an Nanjing West Road Sub-branch and Pudong Lianyang Sub-branch are located in busy cities, they have chosen commercial areas with large flow of people or around the branches to accept on-site consultation and answers from past customers, with remarkable results.

Some customers asked about the unknown fraudulent text messages they had received. Our bank staff immediately reminded the customers not to believe it and not to transfer money to the so-called "safe account". In addition, they prepared promotional materials for them to learn and understand, and reminded the customers to Learn more, understand more and take precautions in your daily life.

2. One hundred branches of our bank participated in financial knowledge popularization activities

Nearly one hundred branches of our bank also set up revolving doors, leaflets and branch promotion points. Promote financial risk prevention, account security, currency anti-counterfeiting and other knowledge to customers. Some branches such as Nanhui have combined the "Three Advances" activities to promote modern financial knowledge, popularize financial products, services, and laws to the general public by entering residential communities, business districts, and small and micro enterprises, using vivid cases, explanations, etc. This will enhance residents’ vigilance against telecommunications fraud and other crimes. The vivid case explanations and the distribution of exquisite and helpful promotional leaflets made customers deeply feel the service enthusiasm of our bank staff at the event site, shortening the relationship with consumers and consolidating our bank's century-old brand.

After a day of activity promotion, our bank*** issued to customers "Personal Finance", "Financial Risk Prevention", "Bank Card" and our bank's anti-counterfeiting, anti-fraud and other promotional materials*** It has received more than 5,000 customer visits, collected more than 800 service satisfaction questionnaires, and imparted essential financial knowledge and financial skills to consumers in an easy-to-understand way, fully demonstrating the Bank of China’s The image of wholeheartedly serving customers has been well received by customers.

In the future, our bank will implement a long-term mechanism, continue to strengthen the popularization of relevant knowledge in this area, and continuously improve the level and quality of our bank’s services, so as to truly make our bank’s business and services closer to customers and meet customer needs, so as to Practical actions contribute to the construction of xx international financial center and the construction of a harmonious financial consumption environment! Summary of the work of protecting the rights and interests of consumers in the banking industry 4

In order to protect the legitimate rights and interests of financial consumers, promote the healthy operation of the financial market, and maintain Financial stability, xx Bank xx Branch actively takes a number of measures to carry out in-depth protection of financial consumers' rights and interests to ensure effective results. The main work is summarized as follows:

1. Establish and improve the working mechanism for the protection of consumer rights and interests.

In accordance with the relevant management regulations of the superior bank and regulatory authorities, the "Management Measures for the Protection of Consumer Rights and Interests of China xx Bank xx Branch" was formulated, clarifying that the branch channel management department is the leading department for the protection of consumer rights and interests of the entire bank. A Consumer Rights Protection Office has been established, staffed with staff familiar with national laws, regulations and regulatory provisions, and is responsible for consumer rights protection, customer complaint management and other work throughout the bank.

2. Improve the transparency of financial product information.

Establish a product information query platform, publish various product query channels, truly disclose product and service characteristics, related risk points, billing standards and fee amounts; provide detailed explanations of relevant professional terms, and analyze major matters. Special reminder. Set up financial management sales areas in outlets, place risk warnings in prominent locations, and publicize consultation and reporting hotlines and complaint hotlines to facilitate consumers to understand product attributes and information and report violations.

3. Strengthen customer information security protection.

Specify the specifications and requirements for the collection of personal information in detail, and only collect necessary information when selling financial products to effectively protect customer privacy. Unless otherwise stipulated by laws, regulations and the People's Bank of China, personal financial information will not be provided to other institutions and individuals. The personal customer information provided is only limited to the scope of cooperation, and information beyond the scope of cooperation is not provided to ensure that the information elements provided are minimized.

4. Improve the customer complaint handling mechanism.

Publicize the complaint methods and contact inquiry methods in conspicuous places in each business place, formulate and improve the "Customer Complaint Management Measures", and designate the Channel Management Department (Consumer Rights Protection Office) as the leading department for complaint handling. Conduct "horizontal to edge and vertical to bottom" assessments on branches, outlets, and branch offices. For complaints transferred by regulatory authorities, forward them to relevant responsible departments and branches in a timely manner. For complaints that cannot be resolved in the short term, communicate with customers and agree on a time limit for resolution. Classify and analyze customer complaints and report them to relevant departments in a timely manner to reduce the recurrence of similar problems.

5. Actively carry out financial knowledge publicity and education activities.

Set up an independent public welfare financial knowledge publicity and education area in the business premises, equipped with necessary and sufficient financial knowledge publicity materials, and provide necessary convenience conditions for consumers to access; actively cooperate with and participate in the launch of regulatory authorities Various financial knowledge publicity and education activities such as 315 "Financial Consumer Rights Day", "Popularizing Financial Knowledge and Keeping the 'Pocket Bag'", "Publicizing Financial Knowledge for Thousands of Miles", "Financial Knowledge for Ten Thousands of Households" have provided consumers with Popularize financial knowledge, improve their understanding of modern finance, and help them establish a correct outlook on financial consumption and awareness of legal rights protection. Summary of consumer rights protection work in the banking industry 5

1. In terms of organizational structure

Our bank has established a consumer rights protection leading group at the head office level, with the president as the group leader to ensure effective leadership in consumer rights protection. Relevant bank leaders serve as deputy group leaders, and each The department heads are members, ensuring that consumer protection work covers all lines of the bank. At the same time, at the end of 20xx, our bank formally established a dedicated department for the protection of financial consumer rights and interests - the Consumer Rights Protection Office (referred to as the "Consumer Protection Office"). The Consumer Protection Office is a secondary department of our bank, subordinate to the Propaganda Department of the Head Office, and clearly The Consumer Protection Office has a dedicated person responsible for implementing and promoting consumer protection work, and there are two other people working part-time to assist.

2. In terms of system construction

Our bank's "Consumer Rights Protection Management Measures" cover organizational structure, operating mechanism, internal control, information disclosure, complaint acceptance, quality requirements for consumer rights protection staff, reporting system, supervision Assessment, publicity and education, emergency plans, risk identification and other aspects have been specified and clarified in detail. This method was officially issued in August 20xx. In addition, our bank has revised the "Rules of Procedure of the Board of Directors of Suining Bank" and the "Rules of Procedure of the Strategy Committee of Suining Bank" to clarify that the board of directors is responsible for the formulation, supervision and evaluation of strategies, policies, goals, etc. for the protection of consumer rights and interests. From the institutional level Ensured the implementation of fire protection work. In addition, our bank has also established the "Consumer Rights Protection Working Committee of the Board of Directors of Suining Bank" and the "Consumer Rights Protection Working Committee of Suining Bank" to clarify and standardize the leadership and implementation measures of consumer protection work from the board of directors and management respectively.

Our bank has also incorporated consumer protection into the "Five-year Development Strategic Plan of Suining Bank (20xx-20xx)" to strategically plan and standardize our bank's future protection of consumer rights. Work.

3. In terms of work process

The Consumer Protection Office of our bank participates in the development and design of new products throughout the process. During the relevant process, the Consumer Protection Office promptly makes suggestions on product designs that may harm the rights and interests of customers and requires modifications. Proper development plans provide source protection for consumer rights protection. Our bank's new product development process is specifically divided into steps such as internal application, preliminary project review, formal project approval, declaration or filing, technology research and development and testing, product handover management, marketing planning, consumer rights protection assessment, product operation monitoring and feedback. From a process perspective, the legitimate rights and interests of consumers are protected.

Customers can make complaints through our bank’s rights protection hotline xx, Suining Municipal Government Service Hotline xx, People’s Bank of China Financial Consumer Complaint Consultation Hotline xx, Consumer Protection Office xxx and other channels. In addition, the "Customer Complaint Management Measures of Suining Bank" provides detailed provisions on the identification, handling procedures and post-analysis of major complaints and general complaints. Our bank's emergency contingency plans are divided according to business types, such as "Suining Bank Financial Management Business Emergency Contingency Plan", "Suining Bank Information System Emergency Management Measures", "Suining Bank Emergency and Crisis Management Measures" 》etc., ensuring our bank’s ability to respond to emergencies in a classified manner.

4. In terms of division of responsibilities

It is clear that the Consumer Protection Office is the leading implementation department of the bank's consumer rights protection work. It is responsible for the orderly advancement of the bank's consumer protection work, participates in product research and development beforehand, and is specifically responsible for post-event supervision and evaluation, Coordination and handling of complaints; the Compliance Management Department of the head office is responsible for legal support and guarantees for consumer protection; the Credit Management Department is responsible for credit business, such as the legal terms of loan contracts that do not infringe on consumer rights; the Personal Finance Department is responsible for the protection of consumer rights and interests in personal business, and communicating with customers For docking and other work, each department of the head office has its own responsibilities and is responsible for the implementation of consumer rights protection work in this business line. All branches and branches of the bank have made it clear that the branch president will take the lead in consumer protection work, and have set up a consumer protection liaison officer to be responsible for carrying out consumer protection work within the jurisdiction of the branch.

5. In terms of constraint mechanisms

At present, our bank has formulated relevant constraint clauses in the "Management Measures for the Protection of Consumer Rights and Interests" to clarify the consumer protection responsibilities at all levels and the supervision and evaluation process as well as punishment measures; the second is the audit The department has included the protection of consumer rights and interests into the scope of annual audits, and will review and score the consumer protection work system and construction status on an annual basis to promote the standardization and continuous improvement of consumer protection work.

Six. In terms of work effectiveness

In 20xx, the bank received a total of 102 complaints, mainly off-site complaints. Among them, 81 complaints were forwarded to the government service hotline 12345, 17 complaints were made to the customer service hotline 96677, and 4 complaints were made to 12363. The main complaint types are: social security card business, loan business, self-service equipment (including ATM, telephone banking), and services Five major aspects including quality and service attitude, and other business categories. There were 81 cases involving branch offices, 45 cases at the business department of the head office, 11 cases at Anju Branch, 6 cases at Shehong Branch, 3 cases at Pengxi Branch, 3 cases at Daying Branch, 2 cases at Ziyang Branch, and 1 case at Lezhi Branch. , 1 case from Mianyang Branch, 9 cases from 96677 call center. The remaining 17 cases were all complaints about social security cards. The reason for the complaints was the long waiting period for new social security cards and reporting the loss of new social security cards. Among all branches and branches, the head office business department accounted for 45% of complaints.

In order to comprehensively improve the consumer protection awareness of the entire bank’s employees, the Consumer Protection Office of our bank purchased the “Reading Book on Consumer Rights Protection for Bank Employees” and “The Story of the Top 1000 Demonstration Units for Civilized and Standardized Services in China’s Banking Industry in 20xx” "Collection" and other consumer protection series, and distributed to all branches and departments of the head office. At the same time, all departments are required to read this content and organize employee training and learning to enhance employees' awareness of consumer rights protection and improve service quality. At the same time, our bank also combined the advantages of new media to publish consumer protection information 4 times through our bank’s official website and 15 times in total on public platforms such as Weibo and WeChat. In addition, it also promoted consumer protection information through outlet TVs, LED screens, and street points. Continue to publicize the theme of financial consumer rights protection in a variety of ways. We have printed 30,000 copies of the "Financial Consumer Rights and Interests Protection Manual" and, in addition to placing them in various outlets, we also regularly organize employees to distribute them free of charge in public places to increase the public's awareness of consumer protection. Summary 6 of the work on protecting the rights and interests of consumers in the banking industry

In order to protect the legitimate rights and interests of financial consumers and maintain social and economic order, Hua Xia Bank Ji'an Branch, as a service economic entity, actively takes a number of measures to carry out in-depth protection of the rights and interests of financial consumers. work and strive to become a propagandist and practitioner of consumer rights protection.

Hua Xia Bank Ji’an Branch carried out multi-level and multi-angle publicity and popularization activities.

First, give full play to the publicity role of the hall's "Public Education Service Area", use the waiting time of customers to handle business, focus on daily management and guidance of operations by outlet hall personnel, and place folding pages and display boards in eye-catching locations in the hall. The LED display screen scrolls the campaign slogans, broadcasts educational videos and other methods to carry out hall propaganda activities to create a good event atmosphere, let consumers understand various important rights and interests, and improve their risk identification capabilities.

The second is to actively carry out various theme activities.

The Business Department of Hua Xia Bank Ji'an Branch jointly organized the "Financial Knowledge to Ten Thousand Families" event with Taipingqiao Community. Our bank employees explained how to prevent financial fraud, national debts, wealth management products and other knowledge to the elderly in the community. Through the activities, the elderly's awareness and understanding of banking and financial knowledge have been effectively deepened, and their financial risk cognition, financial security awareness, and fraud prevention abilities have been improved.

Hua Xia Bank Jizhou Branch and Hua Xia Baby-Friendly Early Childhood Education Center held a "Little Banker" activity at the branch. 24 groups of families were present. During the activity, the anti-counterfeiting of the new version of RMB was introduced to everyone through a question and answer session with prizes. knowledge and financial management knowledge, and organized a money counting competition for all the children present. The atmosphere of the event was lively and the participation rate was high. This publicity campaign starts with children and guides them to establish correct concepts of consumption and financial management from an early age.