Mr. Wang, who works in Shanghai, received a call from his parents in his hometown over the weekend. They applied for an Industrial Bank credit card a month ago, but because their home is far away from the branch, they don’t know how to operate it online. , repayment became a problem. Mr. Wang immediately forwarded the article "Self-service check and repayment is so convenient, you can do it with just a few clicks" pushed by Industrial Bank's official WeChat account to his parents. The article not only clearly informed the location of the repayment entrance of the official App Haoxingdong, but also explained every operation step. Once listed, even the elderly can understand it at a glance, and the "little trouble" of repayment can be solved in this way.
In recent years, as the demand for online consumption has increased sharply, credit cards have become more and more popular. However, at the same time, problems such as the safety of card use by the elderly and blind consumption by young people have become increasingly prominent. In September 2020, the Industrial Bank Credit Card Center 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.
Pay attention to the prior coordination mechanism and serve as a product “quality inspector”
Industrial Bank has more than 54 million credit card customers. In 2020, affected by the new coronavirus pneumonia epidemic and the external economic environment, consumer protection work is facing A bigger challenge. Since the original Consumer Rights Protection Office was upgraded to the Consumer Rights Protection Department in September 2020, the independence and professionalism of the consumer protection work of the Industrial Bank Credit Card Center has been further strengthened, and the consumer protection work has been integrated into the "pre-event coordination mechanism" , be a good product "quality inspector".
The so-called pre-coordination mechanism means that the consumer protection and compliance review process is highly involved in the internal access process of Industrial Bank’s credit card business. From product project approval to system service testing, the consumer protection management department carries out consumer rights protection review work on various products, marketing activities, risk control, basic functions, etc. through various forms, focusing on experience, service, and consumer protection. Comprehensive evaluation from various perspectives puts forward optimization suggestions to protect consumers’ rights to know and make independent choices, promote the orderly development of consumer protection work from the source, and avoid a series of risks that may occur in the future to the greatest extent.
Strengthen financial technology empowerment and build a solid service "firewall"
As one of the main players in the credit card market, Industrial Bank Credit Card has always kept pace with the times in consumer protection work. In the past two years, it has adapted to The development trend of financial technology has steadily promoted the "intelligent" transformation of consumer protection work.
In 2017, in order to strengthen in-process management of service links, Industrial Bank Credit Card Center introduced an intelligent voice quality inspection system as a quality inspection tool in omni-channel management. This system uses advanced service speech recognition technology and changes the telephone service quality inspection working model from "manual quality inspection" to "system quality inspection + manual intervention" through the understanding and learning of natural language.
In 2020, on this basis, the Industrial Bank Credit Card Center will accelerate the construction of an intelligent voice operation quality analysis platform, and has currently built a corresponding business prevention model, including exaggerated statements, inappropriate analogies, fund uses, and other nominal endorsements , repeated calls, help with credit increase and other related content, through system platform monitoring, timely warnings are provided for discovered problems, targeted intervention and handling are carried out, and a service "firewall" is built.
It is reported that after the industrial bank’s credit card operation quality analysis platform was put into use and the recording text visual auxiliary function was enabled, the complaint detection efficiency increased three times compared with before, effectively improving the bank’s in-process management of service links. ability.
Fulfill corporate social responsibility and stand up for the “publicity post” of consumer protection
As we all know, consumer protection work is a systematic project and is an effective way for enterprises to avoid risks internally. 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 publicize and popularize credit card safety knowledge down to the subtleties of each service.
On March 15, 2020, which coincides with the special period of resumption of work due to the epidemic, the Industrial Bank Credit Card Center timely launched the Consumer Rights Protection Education and Publicity Week, through the official App "Haoxingdong", official Weibo, and WeChat public We have carried out popular publicity to more than 50 million credit card users through education on the eight rights of financial consumers, guidelines for online credit card business handling during the epidemic, common fraud tactics, case-based insurance, and consumer demand and satisfaction surveys to more than 50 million credit card users. . At the same time, the bank has a deep understanding of the actual needs of consumers, and uses interesting and effective interactive education methods to guide customers to use credit cards correctly and rationally, standardize cash installment business, and use question-and-answer explanations on official publicity channels to educate customers The majority of financial consumers are reminded of various points of attention in installment activities, so as to truly optimize services, deepen publicity, and effectively implement corporate social responsibilities.
Credit cards are the main tool for paying for consumption, and Industrial Bank knows that “nothing is trivial in the pocket”. Thanks to the bank's credit card center's efforts over the years to focus on comprehensive management and all-staff actions, the bank's consumer protection work has been highly praised by customers. In 2020, the bank was awarded the "2019 Shanghai Financial Consumer Rights Protection Assessment A-Level Institution" by the Shanghai Branch of the People's Bank of China.