Finance is the core of the modern economy, and rural credit cooperatives are the core of the modern rural economy. As the reform of rural credit cooperatives continues to deepen, the development awareness of rural credit cooperatives is constantly increasing. For rural credit cooperatives to develop, it is particularly important to improve service levels, enhance service functions, and innovate service methods. I would like to share some personal insights on how to innovate service methods to enhance the business development of rural credit cooperatives.
1. Work hard on service "software"
To implement service quality standardization, improve service level, and innovate service methods, rural credit cooperatives must do everything possible to work hard on service and promote "smile service" ”, “standing service”, “standardized service” and other service standards. By injecting new service concepts, we change the "stern face" into a "smiling face" and the "still motionless face" into proactive greetings. We are anxious about customers' needs, think about what customers want, and provide customers with the most flexible services possible.
1. While providing various financial services to customers, counter service staff should provide customers with services that exceed their psychological expectations without increasing customer costs, and they should maintain good While serving the image, we warmly receive customers, answer customer questions patiently, properly handle customer problems from the perspective of safeguarding the interests of both customers and the credit union, and try our best to meet the reasonable needs of customers and improve the quality of our services while adhering to cost-effectiveness and preventing risks. own service level, create a service image of treating people with sincerity and affection, and strive to create a counter service brand with its own characteristics and advantages.
2. Every employee at grassroots outlets must firmly establish a customer-first service awareness. Every employee must understand that as long as they are on duty, they represent the image of the credit union. We represent the credit union to face customers directly. Seek further development of the credit union's work with high-quality services. Customers are the service objects of rural credit cooperatives and the source of profits for rural credit cooperatives. Therefore, we must serve customers sincerely and treat them as our relatives; we must serve customers thoughtfully and make them feel that we are also relatives; we must treat customers correctly Turn complaints and criticisms into important resources for the operation and management of credit cooperatives, and turn them into an inexhaustible driving force for the sustainable development of rural credit cooperatives.
3. Modern banks have ushered in the retail era, and personal financial management is on the rise. Compared with the previous single deposit and withdrawal, the functions of today's savings banks are becoming more diversified. The various financial management needs make customers no longer satisfied with just "welcome with a smile" when it comes to services. Since customers have different age levels, income levels, deposit flows, and contributions to the credit union's profits, each other's needs are almost "one-size-fits-all" and the usual "one-size-fits-all" approach to service content is obviously not feasible. Adapt to the current situation, segment customers, and provide differentiated and personalized services accordingly. Grassroots outlets can make statistics and classify their customers. Based on the principle of "flexibility", as long as they do not violate relevant regulations, they can launch new businesses "tailor-made" according to the special needs of customers. This is undoubtedly for rural credit cooperatives. It is a new economic growth point. In addition, you can also contact customers regularly or irregularly, always listen to customers' needs and opinions, conduct regular surveys and understanding of customers, and learn more about what customers need? What do you want? What do you hope for and desire? And we should pay attention to compare the similarities and differences in customer needs, and then try our best to provide corresponding services. At the same time, if conditions permit, we should observe, study, and visit various industries, and learn from their advanced experience extensively to select the essence. Abandon the dross, continue to learn and improve, gradually explore, and innovate service methods that suit your own characteristics.
2. Integrate distinctive service items
(1) Integrate all field credit staff into account managers. Account managers are selected through examinations, performance appraisals in the past three years, democratic assessments, and joint research, etc., and we strive to build a team of professional account managers to change the past of credit unions where "everyone can lend, and no one is responsible." A chaotic situation of mud and sand, a mixture of fish and dragons.
(2) Develop new credit products to meet the needs of rural economic development. Combined with the actual credit work of rural credit cooperatives and tailored for rural economic development, we develop a variety of new credit products such as "small business loans", "Shangle loans", "New Rural Golden Home" personal housing mortgage loans, agricultural machinery loans, and car loans. .
Adjust the credit granting model, implement the three-dimensional credit marketing model in rural areas in accordance with the modern commercial bank management concept of "what customers need, we will provide it", and further improve the management methods of small agricultural loans. For example, Anhui Yingshang County Cooperative has implemented the following credit management method: small credit loans of less than 10,000 yuan for rural households, among which: credit loans of less than 3,000 yuan are issued to households rated as "average", and credit loans of 3,001-5,000 yuan are issued to "good" households. Internal credit loans, "excellent" households are granted credit loans of 5,001-10,000 yuan; loans of more than 10,000 yuan to 100,000 yuan, in accordance with the procedures for small farmer loans, a loan certificate is issued after the maximum guarantee contract is signed, and a loan certificate is issued within two days. It can be used repeatedly within the annual period and maximum amount; to large-scale rural planting and breeding enterprises, agricultural loans of more than 100,000 yuan and less than 1 million yuan can be issued in cooperation with the county financial guarantee company. Through effective hierarchical credit policies to support agriculture, we can effectively solve the long-standing vicious cycle of "saturation" of small farmers' loans if they are issued in a standardized manner, and "block large households" if they are not issued in a standardized manner. It also effectively solves the problem of large-scale farming and breeding caused by the adjustment of rural industrialization. The contradiction between the difficulty of getting loans to large households and the difficulty of getting loans to credit unions has led to a new way to support the construction of new socialist countryside with credit and agriculture.
3. Accelerate the pace of process transformation to adapt to the needs of business development
In accordance with the new concepts of modern financial management and the relevant arrangements and requirements of the China Banking Regulatory Commission and the People's Bank of China, we must speed up the development of rural credit cooperatives. Business process transformation transforms management-oriented Rural Credit Unions into operational-oriented Rural Credit Unions. After the transformation, the Rural Credit Union Cooperative must standardize, standardize and scientificize its business processes to improve efficiency and develop business.
(1) In accordance with the modern commercial bank operating model, the Associated Press headquarters has set up a front-office market customer department to be responsible for pre-loan investigations; a middle-office risk review department to be responsible for risk review; and a back-office accounting processing and loan center. . The front desk marketing department of the headquarters has five levels of operation: 1. Mutual supervision between AB corner account managers; 2. Risk review level, where the corporate department reviews the personal department’s business; 3. Unified signing of loan contracts, with full-time risk officers responsible for the corporate department’s loan risks and the marketing department's review of legal procedures for borrowing; 4. Check out the accounts and implement a risk review and review system. After the account notice is reviewed by the risk officer, it will be reviewed and issued in triplicate by the reviewer. One copy will be transmitted internally to the loan center and processed at the counter. Transfer and loan procedures; 5. The front desk management team collectively approves and ensures that every credit business is handled in a transparent manner.
(2) Provide credit services in five aspects. First, all employees should establish new concepts of marketing, efficiency, and development; second, create a team of account managers with strict discipline, excellent work style, and excellent business; third, account managers should establish a new business philosophy of "businessmen"; fourth, firmly establish the power to control loans. as a new concept of service; fifth, quickly seize high-quality customers in the credit market with high-quality new credit products.
(3) Be customer-oriented and construct value-added business processes
Divide the association's business processes into front-office customer service processes that directly create value; middle-office processes that prevent and resolve risks Risk control processes and back-office support processes that serve direct value-creating activities. Refine the front, middle and back-end processes, and divide the front-end customer service process into corporate credit business process, retail business process, off-balance sheet business process, agency business process and settlement business process according to customer needs. According to the risk control requirements, the middle-office risk control process is divided into risk management process and audit and supervision business process. According to the support method for the front desk, the back-office support process is divided into comprehensive management process, human resources arrangement and planning and financial process.
In accordance with the guiding principle of "Everything is for customers and everything is convenient for customers", in the design of customer service processes, Lianshe's customer base is subdivided into two categories: corporate customers and individual customers based on the value-added degree. , correspondingly design two sets of business processes for corporate customers and individual customers. Corporate and individual customers are subdivided according to their risk levels, and three risk-level processes of low, medium and high are designed accordingly for the acceptance of loan applications.
Specifically: for low-risk customers, follow the low-risk process of "customer application--credit grant--approval--disbursement", which will be handled by the account manager of the grassroots credit cooperative, such as small loans for farmers, etc.; for medium-risk customers, follow the "customer application" process. --Review--Credit Grant--Approval--Disbursement" standardized procedures; for customers with large risk exposure, the Enterprise Department or Personal Department will follow the "Customer Application--Acceptance Review--Pre-loan Investigation--Credit Review --Loan approval--Contract review--Review of payment conditions--Customer use of funds" high-risk process processing.
4. Strengthen electronic construction and provide customers with accessible, fast and convenient settlement services
Improve the service facilities of rural credit cooperatives and strengthen electronic construction and transformation. Add some service windows and add automatic teller machines as needed. At the same time, we will strengthen the promotion of new financial products such as electronic banking and online banking, promote customers' understanding and recognition of new financial products, and increase the usage of automatic equipment and other electronic equipment, thereby improving Xinhe's new image and developing Xinhe business purpose.