Main deeds of bank compliance standards

Always strictly demand yourself, have a positive and enterprising attitude, and strive to do your job well. The following are the main stories of bank compliance standards that I have compiled and shared with you. Welcome to read and refer to them.

Main achievements in bank compliance standards

Wang Dan, female, 34 years old, general teller and Youth League branch secretary of ICBC Qiyang Branch. Since joining the ICBC Qiyang Branch in January 2003, she has voluntarily abided by the bank's rules and regulations, worked diligently, worked hard, studied hard, and was proactive. With her good professional ethics and solid professional theoretical foundation The knowledge and high-quality services have won unanimous praise from the bank's cadres, employees and customers.

1. Based on the position, strive to be a learning employee

In January 2003, she entered the Wuxi Branch of the Industrial and Commercial Bank of China Qiyang Branch as a labor dispatch worker and became a As a general teller, due to the different nature of employment and the major she studied, she did not give up when faced with the unfamiliar counter business. With her unwillingness to admit defeat, she studied with the masters, carefully observed and recorded, carefully understood and figured out, and when she encountered something she did not understand, I took the trouble to ask the masters for advice. In less than a week, he was able to work independently and became the first employee among new employees to work in the industry, with zero business processing error rate. Due to his solid and outstanding work, he has been rated as "Advanced Worker" by the county branch and city branch many times. In the following more than ten years, she has always been strict with herself and worked hard to do her job well with a positive and enterprising attitude. First of all, she actively studied various businesses of our bank and worked hard on new businesses and special businesses. Sometimes some colleagues say, "Dan, look at these special businesses, no one dares to try them first. What if something goes wrong? Points and money will be deducted." At this time, she thought: "Our bank launched The business must be to meet the different needs of customers, thereby improving the development and influence of our bank. If we don’t do it and solve problems for customers, what’s the point?” Because she dares to think, do, and drill. , with an innovative work attitude, her professional qualities have been greatly improved, and she has become a recognized business expert in the eyes of everyone, playing a good role model and leadership among colleagues. Secondly, in order to adapt to the needs of the banking market, improve her overall quality, make up for professional limitations, and better serve customers, she used her spare time to self-study and obtained the AFP Financial Planner Qualification Certificate, the Banking Industry Qualification Certificate, and the Private Banking Qualification certificates, becoming the first employee of the county branch to obtain these certificates. While strengthening her business studies, she also did not forget to practice her basic skills. She also achieved fifth place in the money counting skills competition held by Yongzhou Branch in 2013. Through her efforts, she became one of the first batch of labor dispatch workers to be converted into ICBC teller contract workers during the bank's restructuring reform in 2011.

2. Serve with heart and strive to be a service model

Banking is a service industry, and service is the foundation of the banking industry. She is customer-centric, thinks about what customers think, and is anxious about their needs. She fulfills her promise to customers every moment of every day. For more than ten years, she has come to the business outlet early every morning, cleaned the table and arranged clothes, because she knows that only a clean environment can make customers feel comfortable. She has her own opinions on service. First, she said: "In fact, service is a process of communication between us and customers. It is a reflection of respect and being respected. We can use empathy to deal with problems raised by customers." question". The bank faces all kinds of customers. When she encounters picky or irritable customers, she always explains patiently and calmly solves the problem. One day in June 2013, a 40-year-old male customer came to her counter. I deposited 60,000 yuan, but during the counting process I found a counterfeit 100 yuan note, so I confiscated it in person and stamped the "counterfeit note" on the RMB.

At this time, the customer was so angry that he insisted on taking the counterfeit money out to him at the counter. However, according to regulations, the counterfeit money after collection could not be handed over to the holder. Therefore, the customer became even more angry and scolded loudly in the business hall. Faced with this In an embarrassing situation, she did not get angry or argue with the customer, nor did she ignore the customer. Instead, she called the lobby manager and the branch manager to work with the customer and explained to him the People's Bank of China's regulations on the counterfeit currency confiscation process. With her patient and sincere explanation, the client slowly understood and accepted it, and apologized for her impulsiveness. Secondly, service should be done with heart, eyes and hands. Once, a couple in their 50s came to our bank to handle a transfer of 70,000 yuan. When the customer was filling in the remittance voucher, she carefully noticed that the customer was looking hard at the payee's name and card number on his mobile phone while filling in the voucher. , and the two people looked flustered and nervous. When she picked up the remittance form and found that it was a card number from another place, she asked, "Do you know the payee?" After asking twice, the customer shook his head and said he didn't know him. Based on experience, she felt that these two The customer may have encountered a scam, so he immediately stopped the operation and called the branch manager to inquire about the customer in detail. As expected, the customer received a call claiming to be from the Public Security Bureau before transferring money to avoid disaster. After everyone's explanation, the customer immediately stopped. Send money and thank you profusely. With her careful and responsible service attitude, she has successfully prevented five customers from being defrauded in the past few years, saving them more than 300,000 yuan in economic losses. Third, service should pay attention to service details and differentiated services. When the elderly and disabled people come to handle business, she will take the trouble to explain to them, tell them how to handle, sign, and count cash. Now many customers in the branch know her. When entering the branch, they will greet her cordially, "Xiao Wang is working today." Sometimes when customers press the satisfaction button, they will smile and ask jokingly, "Are there any of you who are very satisfied?" Since I joined the bank, I have been rated as a "Service Star" by branches and city branches many times due to my good service, fast business processing and large business volume.

3. Unite colleagues and strive to be a caring person for young employees

At work, she studies diligently, studies hard, and strives to make progress. In life, she is cheerful and generous, loves life, cares about and helps colleagues, and actively participates in various activities of the unit and society. In the 2014 Youth League branch reelection of the county branch, she was successfully selected with a high pass rate of unanimous votes from the whole bank. The new Youth League branch secretary of the branch. After serving as the secretary of the Youth League branch, she was busy with the work and life of young people without being arrogant or arrogant. For some employees who had just entered the industry, she used her own work experience to try her best to help them adapt to the new working environment and enter the workforce as soon as possible. Work status, and organize other young employees with certain working experience to train them with relevant business knowledge. For some young employees whose families do not live in the county, she is always concerned about them, asking whether it is convenient to rent a house, whether their life is guaranteed, and whether they need any help. She will do everything possible to help them.

There is no end to learning and no limit to youth. As a young employee, you can only constantly change yourself, study hard, work innovatively, make continuous progress, surpass yourself, and integrate your own value into social development and career. She firmly believes that one's youth should be spent struggling and reminiscing. In the future work, she will continue to do her job well with a grateful heart. While doing her job well, she will also lead the bank's young employees to learn and Make progress, shine in ordinary jobs, serve your job, and serve the society. Main achievements of bank compliance standards

Wang Dong, who joined the bank in 2011, is currently a general teller in the business department of Dalian Zhuanghe Branch of Industrial and Commercial Bank of China. Since joining the workforce, she has worked hard, is dedicated to her job, improved her skills through learning, served customers with sincerity, achieved success through marketing, and achieved impressive results one after another. In 2013, she won the first prize in Kumite Counting for New Employee in Dalian Branch’s 4th Comprehensive Business Skills Competition and Operation Professional Job Skills Competition. In 2014, she was awarded Dalian Branch’s Advanced Worker and Dalian Branch’s 2nd “ "Top Ten Outstanding Youth" title.

Be diligent in learning and improve your own quality

When facing the increasingly updated banking business, Comrade Wang Dong deeply realized that only by establishing "work-based learning and study-based work" Only by adhering to the concept of lifelong learning, developing excellent skills, and improving one's own quality can we provide customers with efficient and high-quality services. As a young employee, she always puts business learning and knowledge accumulation first. As long as it is a business carried out by the bank, she takes the lead in learning in time, masters the system and business requirements, and is familiar with every detail. She insists on learning and practicing while working, and strives to be technically comprehensive and proficient in business, constantly broaden her horizons, and improve her overall quality. In 2013, due to work needs, Wang Dong was transferred to the branch business department. The work in the new position is more complex. In order to do his job well, Wang Dong humbly asks colleagues around him for advice, studies new business seriously, and works with a more rigorous, meticulous and responsible attitude. With his solid banking business skills and comprehensive understanding of banking business, he promptly and accurately Handle various types of business challenges. In specific business operations, we must carefully review as required, operate carefully in accordance with specifications, never miss a doubt, never miss a flaw, and ensure that every business is foolproof. Since joining the work, with his prudent and meticulous work attitude, he has achieved error-free business accounting of an average of 60,000 transactions per year for three consecutive years. In January 2012, he was awarded the honorable title of business accounting quality pacesetter by the Industrial and Commercial Bank of China.

First-class service, winning customers’ favor

As customers’ demand for financial services continues to increase, higher requirements have been placed on bank tellers who directly face customers. Not only do you need to have comprehensive business qualities, but you also need to be able to provide customers with high-quality, personalized, and emotional high-level services. In order to fulfill ICBC’s cultural mission of “providing excellent financial services”, Comrade Wang Dong conscientiously studied the service standards. In her daily work, she always strictly demands herself with high standards. She constantly summarizes the shortcomings in her services every day, and will effectively provide people with Satisfactory service is implemented in specific work. For more than three years, Wang Dong has always insisted on treating customers as family members and achieving operational standards, service standards, polite language and decent behavior. Although she has encountered difficulties and rude accusations from customers at work, she has always won the respect and understanding of her customers with her sincere service. Once, a customer came to Wang Dong's counter angrily, claiming that ICBC's business and service were too poor, and that he wanted to cancel all his ICBC bank cards and never go to ICBC for business again. Wang Dong patiently asked the customer and learned that one of the customer's credit cards had been charged a late fee by the bank due to overdue repayment. Wang Dong explained the situation to the customer in detail and dealt with the problem from the customer's perspective, bundling an automatic repayment agreement with a debit card under the customer's name and a credit card. At the same time, they also learned that the customer was a private business owner who often made transfers and remittances from other places. He also applied for a merchant friend card and a transfer package agreement for the customer. He patiently explained to the customer how to use the merchant friend card, and gradually the customer calmed down. Come down. A few days later, the customer came to Wang Dong again and said that the automatic repayment agreement and merchant card provided for him had brought him a lot of convenience, saving trouble, money and worry, and he had deposited all his deposits in ICBC.

Pay attention to details and strengthen counter marketing

The front desk teller is not only a provider of financial services, but also a marketer of financial products. If we are only satisfied with the simple work of collecting and paying, we will not be able to serve our customers with good products. Wang Dong, who has a cheerful personality, is an expert in business operations, a pacesetter in accounting, and a master in marketing work. In order to serve customers with good products, Wang Dong pays attention to everything at the front desk, is good at seizing every opportunity, and actively carries out marketing work. Once, he thought customers from the mall came to handle business. During the conversation, Wang Dong learned that the mall was worried about customers getting change every day. Customer's difficulties are business opportunities. Seize the opportunity. Wang Dong Wang Dong immediately introduced our bank's POS machine business to customers. He drew inferences from one example and used his breaks to visit multiple shopping malls to actively market POS. Through hard work since 2013, Wang Dong has supplied and marketed 15 POS machines, making a positive contribution to the development of our bank's acquiring business.

Paying attention to everything and being good at marketing has allowed Wang Dong's marketing performance to continue to rise. Since joining the job, Wang Dong has been at the forefront in the marketing of credit cards and savings deposits. His marketing performance has always been at the forefront of the outlets, and he has become a veritable marketing expert.

Facing the results, Wang Dong was not complacent at all. She knows that achievement can only explain the past. With the deepening of the reform of our bank, the requirements for each employee are becoming higher and higher, and each employee's responsibility is also increasing. Therefore, Wang Dong requires himself to study harder, be diligent in thinking, be determined to innovate, comprehensively improve his own quality, and continue to pursue and work on the fertile soil of ICBC without hesitation, moving towards higher, newer and further goals. ;