The unforgettable working life has come to an end. After the accumulation and precipitation in the past time, we have made great progress and changes. Let's make a work summary. Presumably, many people are worried about how to write a good work summary. The following is a summary of the protection of consumer rights and interests in the banking industry (6 general articles) that I have compiled for you, for reference only. Welcome to read it. Summary of consumer rights protection in the banking industry 1
According to the requirements of the Notice on Launching Credit Information Publicity Activities on March 15th issued by the superior bank, on the occasion of the xx anniversary of the implementation of the Regulations on the Administration of Credit Information Industry, the Bank actively cooperated with the "March 15th Consumer Rights Protection Day" to launch credit information publicity activities.
first, leaders attach importance to unified deployment.
The leaders of the Bank attached great importance to and made careful preparations for the "March 15th" credit information publicity activities. On March 12th, the Bank held a mobilization meeting for financial institutions within its jurisdiction, and formulated the "March 15th" credit information publicity activities plan in light of the actual situation. According to the activity arrangement of the downtown sub-branch, the publicity leading group was set up in a unified organization, unified requirements and unified deployment, which was specifically responsible for implementing all the work of the publicity activities and promoted the publicity activities to be carried out in a planned and step-by-step manner.
second, the theme is clear and the content is rich.
This publicity will fully implement the Regulations on the Administration of Credit Information Industry and promote the standardized and healthy development of the credit information industry. The Bank requires banking financial institutions within its jurisdiction to give full play to the advantages of business outlets, designate the "March 15th" publicity site, set up an information desk in front of the business outlets in accordance with the unified requirements, distribute publicity materials, hang publicity banners in front of the business outlets, and use the "LED electronic display screen" to play the publicity content circularly to enhance the publicity effect. Together with Agricultural Bank of China, Industrial and Commercial Bank of China, Associated Press, Agricultural Development Bank and Longjiang Bank, the Bank has carried out publicity on entering factories, communities, rural areas and farmers' markets, and set up a credit information publicity desk in the central square to answer questions from people who came to consult, and distributed more than 2, publicity materials such as "Regulations on the Management of Credit Information Industry" and "Cherish Credit Records and Enjoy a Happy Life".
third, focus on the actual situation.
In view of new rural agricultural industries, family farms, farmers' cooperatives, etc., financial institutions in rural areas are used to enter the countryside to carry out credit information education activities; For a group of processing factories, front-line workers were organized to learn the Regulations on the Administration of Credit Information Industry, and credit information knowledge was popularized in rural areas and factories.
fourth, use the media to expand publicity.
the bank made full use of newspapers and traffic broadcasts to carry out media publicity, and the business personnel of "Agricultural Development Bank, Agricultural Bank of China, Credit Cooperatives and Postal Savings Bank" visited the "professional hotline" to answer the questions raised by the people one by one, so that the people can more directly understand the knowledge of credit investigation, further popularize the Regulations on the Administration of Credit Investigation Industry, enhance the publicity effect, expand the publicity coverage, and create a "honesty and trustworthiness" to learn the Regulations.
By popularizing the relevant knowledge of the Regulations on the Administration of Credit Information Industry, more people will pay attention to their credit records, consciously safeguard their legitimate rights and interests in the field of credit information, and further enhance public credit awareness; Make the credit staff improve the window service and the ability to perform their duties according to law; Promote financial institutions within their jurisdiction to carry out credit investigation business more consciously in accordance with the Regulations. Summary of consumer rights protection in the banking industry 2
In order to further promote the study and popularization of consumer rights protection knowledge and promote the implementation of laws and regulations on consumer rights protection, the operation management department of xx Branch of xx Bank has carefully organized a knowledge contest on consumer rights protection in xx Branch, which is reported as follows:
1. Organizational mobilization stage
Branch leaders attach great importance to this work. And organized a general meeting with the theme of "learning the knowledge of consumer rights protection and improving the service level of xx Branch". At the meeting, the competent president asked the operation management department of the branch to carefully organize and arrange all employees to study relevant documents and rationally deploy the knowledge contest of consumer rights protection according to the notice issued by the service office of the provincial branch, and asked 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 the awareness of consumer rights protection of branch employees and effectively improve the overall service level of the branch.
II. Learning and Education Stage
The Operation Management Department of XX Branch organized all front-line employees of the whole bank to learn "Knowledge Reader on Consumer Rights Protection for Banking Employees" and "Reader on Banking Serving the People" according to the relevant documents provided by the Service Office of the Provincial Branch. At the same time, all branches of the branch also took this opportunity to organize their own employees. During the morning meeting, I learned the Notice on Printing and Distributing the Key Points of the Protection of Consumer Rights and Interests in the Banking Industry in xx years, the Law of the People's Republic of China on the Protection of Consumer Rights and Interests, and other documents, which made the employees in this department enhance their awareness of consumer rights and interests protection and provide better services to customers.
III. Organizing Competition Stage
On July 12th, the operation department of the branch organized all front-line employees to hold a knowledge competition on consumer rights protection of xx branch in the conference room. Four departments of xx branch participated in the competition, namely corporate business department, retail business department, credit and risk management department and business department, with 29 participants. During the competition, the participants made use of the knowledge learned at this stage, and
Through this knowledge contest on consumer rights protection, all employees of xx Branch realized the importance of protecting consumers' rights and interests. At the same time, this activity also comprehensively raised the awareness of employees of xx Branch on consumer rights protection, improved the overall service level of XX Branch, and created a good service environment for its development. Summary of consumer rights protection in the banking industry 3
In order to promote the healthy development of xx banking industry and create a harmonious and honest financial environment, the Bank cooperated with the city to launch the "Harmonious Financial Integrity Service" xx Banking Industry 315 International Consumer Rights Day Publicity Week. According to the relevant requirements of xx Banking Association and branch offices, the Bank launched the "315 International Consumer Rights Day Theme Publicity Campaign" in 1 branches in all districts and counties of the city on March 15th, 2xx. Despite the cold wind on the day of the event, the service enthusiasm of our staff infected every customer in the past and actively publicized and popularized financial knowledge. Improving the level of financial services and safeguarding the rights and interests of financial consumers are important measures for the Bank to fulfill its corporate social responsibility and set an example of industry service, and also reflect the core corporate values of the Bank's "customer-centered" all the time. In order to protect the rights and interests of financial consumers, from the customer's point of view, and considering the customer's thoughts, 1 outlets under the jurisdiction participated actively in the activities, and accepted customer consultation through the distribution of leaflets and on-site stalls, which achieved good results. The activities are carried out as follows:
1. Five outlets of the Bank participated in the publicity activities of setting up stalls at 1 outlets in the same industry in the city
As five key outlets, Luwan Dapu Road Sub-branch, Xuhui Damuqiao Road Sub-branch, Pudong Lianyang Sub-branch, the mass customer service team of the branch business department and Nanjing West Road Sub-branch participated in the publicity activities of setting up stalls at 1 outlets in the city. After receiving the relevant notice, each activity unit attached great importance to it, and organized and arranged the staff as soon as possible according to the requirements of the activity, and prepared all kinds of publicity materials.
On March 15th, at 9:3-11:3 am, five key outlets of the Bank selected outlets or open squares with more crowded people to set up an outdoor "Publicity Desk for Popularizing Financial Knowledge", and set up a publicity board for "Harmonious Finance and Honest Service" in Yi Labao. At the same time, publicity materials related to telecom fraud risk prevention, bank cards, wealth management products and other aspects were placed to provide on-site knowledge counseling to the past people and answer customers.
in addition to the financial knowledge leaflets on "preventing financial risks", "bank cards" and "personal finance", the outlets also prepared the knowledge leaflets on preventing telecom fraud, cards, posters, brochures on currency anti-counterfeiting knowledge and leaflets on preventing illegal fund-raising. Luwan Xietu Road Sub-branch, Xuhui Damuqiao Road Sub-branch and other outlets are surrounded by residential areas, mostly middle-aged and elderly residents, and are the main customer groups of outlets. In view of the fact that many middle-aged and elderly customers are not alert to the modus operandi of various fraudsters, and at the same time, they are vague about the concepts of various products, so when introducing the publicity content in detail, our employees mainly introduce the contents in the publicity leaflet, and also remind customers to read carefully and pay more attention to relevant knowledge at ordinary times. The business department of the branch, Jing 'an Nanjing West Road Sub-branch and Pudong Lianyang Sub-branch, because they are located in downtown areas, all chose business districts or outlets with large traffic, and received on-site consultation and answers from past customers, with remarkable results. When an individual customer asks about the unknown fraud message he received, our staff immediately reminds the customer that he can't trust it and can't transfer it to the so-called "safe account". Besides the prompt, he prepares promotional materials for him to learn and understand, and reminds the customer to learn more in daily life and take precautions.
II. Hundreds of branches of the Bank participate in financial knowledge popularization publicity activities
Nearly 1 branches under the jurisdiction of the Bank also publicize financial risk prevention, account security, currency anti-counterfeiting and other knowledge to customers through the establishment of lanterns, leaflets and outlets. Some sub-branches such as Nanhui, in combination with the "Three Enters" activities, promoted modern financial knowledge to the broad masses of customers by entering residential communities, business districts and small and micro enterprises, popularized financial products, services and laws, and used vivid cases and explanations to strengthen residents' vigilance against telecom fraud and other crimes. Vivid and vivid case explanations and exquisite and beneficial leaflets have made customers deeply feel the service enthusiasm of our staff at the event site, which has narrowed the relationship with consumers and consolidated our century-old brand.
after a day of promotional activities, our bank * * * distributed more than 15, copies of promotional materials such as "personal finance", "financial risk prevention", "bank card" and our anti-counterfeiting and fraud prevention to customers, received more than 5, customers, collected more than 8 service satisfaction surveys, and put the necessary financial knowledge and skills in an easy-to-understand way.
In the future, the Bank will implement a long-term mechanism, continuously strengthen the popularization of relevant knowledge in this field, and continuously improve the service level and quality of the Bank, so as to truly bring our business and services closer to customers and meet their needs, and make practical contributions to the construction of xx International Financial Center and harmonious financial consumption environment! Summary of consumer rights protection in banking industry 4
In order to protect the legitimate rights and interests of financial consumers, promote the healthy operation of financial markets and maintain financial stability, xx Branch of xx Bank has actively taken a number of measures to carry out in-depth protection of financial consumers' rights and interests to ensure the effectiveness of its work. The main work is summarized as follows:
1. Establish and improve the working mechanism of consumer rights protection.
in accordance with the relevant management regulations of the superior bank and the regulatory authorities, the Measures for the Administration of Consumer Rights Protection of xx Branch of China xx Bank was formulated, and it was made clear that the channel management department of the branch was the lead department for consumer rights protection of the whole bank, and a consumer rights protection office was set up, staffed with staff familiar with national laws, regulations and regulatory provisions, responsible for consumer rights protection and customer complaint management of the whole bank.
second, improve the transparency of financial product information.
establish a product information inquiry platform, announce all kinds of product inquiry channels, and truly disclose the characteristics of products and services, related risk points, charging standards and charging amounts; Explain relevant technical terms in detail and give special tips on major issues. Set up a wealth management sales area at the outlets, place risk warnings in prominent positions, and publicize consultation and complaint telephone numbers to facilitate consumers to understand product attributes and information and report violations.
third, strengthen customer information security protection.
specify the specifications and requirements for personal information collection in detail, and only collect necessary information when selling financial products, so as to effectively protect customer privacy. Except as otherwise provided by laws and regulations and the People's Bank of China, personal financial information shall not be provided to other institutions and individuals. The personal customer information provided is limited to the scope of cooperation, and does not provide information beyond the scope of cooperation, so as to ensure that the information provided is minimized.
fourth, improve the customer complaint handling mechanism.
publicize the complaint methods and contact inquiry methods in prominent positions in all business premises, formulate and improve the Measures for the Administration of Customer Complaints, and designate the Channel Management Department (Consumer Rights Protection Office) as the lead department for complaint handling. Conduct "horizontal to edge and vertical to the end" assessment for branches, outlets and branch offices. Complaints transferred from the regulatory authorities shall be forwarded to relevant responsible departments and sub-branches in a timely manner, and those that cannot be solved in a short period of time shall be communicated with customers and the time limit for settlement shall be agreed. Classify and analyze customer complaints and report them to relevant departments in time 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 place, equipped with necessary and sufficient financial knowledge publicity materials, and provide necessary convenience for consumers to access them; Actively cooperate with and participate in various financial knowledge publicity and education activities initiated by the regulatory authorities, such as "315 Financial Consumer Rights Day", "Popularizing financial knowledge, keeping the money bag", "Popularizing financial knowledge for thousands of families", etc., to popularize financial knowledge for consumers, improve their understanding of modern finance, and help them establish a correct concept of financial consumption and awareness of safeguarding rights according to law. Summary of consumer rights protection in the banking industry 5
1. Organizational structure
The Bank has set up a consumer rights protection leading group at the head office level, with the president as the leader to ensure effective leadership in consumer rights protection, with the leaders of relevant banks as deputy heads and heads of departments as members to ensure that consumer protection covers all lines of the Bank. At the same time, at the end of 2xx, the Bank formally established a full-time department for the protection of financial consumers' rights and interests-Consumer Rights Protection Office (hereinafter referred to as "Consumer Protection Office"). The Consumer Protection Office is a secondary department of the Bank, which belongs to the Propaganda Department of the Head Office, and it has been made clear that the Consumer Protection Office is responsible for implementing and promoting the consumer protection work, and two other people assist it part-time.
II. System construction
The Administrative Measures for the Protection of Consumer Rights and Interests of the Bank has been specified and clarified in detail in terms of organizational structure, operation mechanism, internal control, information disclosure, complaint acceptance, quality requirements of staff for the protection of consumer rights and interests, reporting system, supervision and evaluation, publicity and education, emergency plan, risk identification, etc. This method was officially issued in August 2xx. In addition, the Bank 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, which clarified the formulation, supervision and evaluation of the strategies, policies and objectives of the Board of Directors in charge of consumer rights protection, and ensured the implementation of consumer protection work from the institutional level. In addition, the Bank also established the Working Committee on Consumer Rights Protection of the Board of Directors of Suining Bank and the Working Committee on Consumer Rights Protection of Suining Bank, respectively.