Summary of bank consumer rights work

Time is an arrow. It comes and goes quickly. A period of work has come to an end. After the accumulation and precipitation in the past period, we have made great improvements and changes. It is time to write a good job. To summarize, let’s analyze the work of the past period. I believe many friends don’t know how to write a work summary. Here is a summary of bank consumer rights work that I have compiled for you (5 general articles). Welcome to read and collect. Summary of Bank Consumer Rights and Interests 1

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 the effectiveness of work. 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 who are 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 no information beyond the scope of cooperation is 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. Complaints forwarded by regulatory authorities shall be forwarded to relevant responsible departments and branches in a timely manner. For complaints that cannot be resolved within a short period of time, we shall 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 the Bank’s Consumer Rights Work 2

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 second anniversary of the implementation of the “Credit Information Industry Management Regulations”, our bank actively cooperated A credit information knowledge promotion activity was launched on “3.15 Consumer Rights Protection Day”.

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, farmer 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 credit awareness; 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 Bank Consumer Rights and Interests Work 3

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, has actively adopted a number of measures to carry out in-depth protection of financial consumers' rights and interests. Strive to become a promoter 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. Summary of Bank Consumer Rights Work 4

In order to promote the healthy development of the xx banking industry and create a harmonious and honest financial environment, we will cooperate with the city to carry out the "Harmonious Financial Integrity Service" 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 the "315 International Consumer Rights Day theme publicity activity" extensively on March 15 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 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 bank consumer rights work 5

In order to further promote the learning and popularization of consumer rights protection knowledge and promote consumer rights In order to implement the protection laws and regulations, the Operations Management Department of xx Branch of xx Bank carefully organized the Consumer Rights Protection Knowledge Competition of xx Branch. This event is now reported as follows:

1. Organizational Mobilization Stage

The branch leaders attached great importance to this work and organized an all-staff meeting with the theme of "Learning knowledge about 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 follow the provincial regulations The notice issued by the branch service office carefully organized and arranged for all employees to study relevant documents, reasonably arranged the consumer rights protection knowledge competition, and required all employees to integrate the concept of consumer rights protection into their daily work and establish a long-term effect on consumer rights protection work. mechanism to comprehensively enhance the awareness of consumer rights protection among branch employees and effectively improve the overall service level of the branch.

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.