Core Viewpoint - The financial services sector is increasingly focusing on providing convenient and intelligent services for the elderly population, recognizing their significant financial needs and the importance of tailored services [1][2]. Group 1: Elderly Financial Needs - The aging population has a growing demand for financial services, yet traditional branches often lack convenience and have complex service processes, leading to a gap between services offered and actual needs [2][3]. - The South Tong Hai'an Qutang branch has initiated a transformation to create an elderly-friendly environment, enhancing service quality and optimizing branch facilities [2][3]. Group 2: Facility Improvements - The branch has implemented various modifications, such as designing accessible entrances, installing handrails, and using non-slip flooring to reduce the risk of falls for elderly customers [2][3]. - Additional features include providing reading aids like magnifying glasses and a variety of reading glasses to assist elderly clients in understanding financial documents [2][3]. Group 3: Staff Training and Service - All staff members have undergone specialized training to improve communication with elderly clients, ensuring clear and patient guidance during transactions [3]. - Staff assist elderly customers in filling out forms and using self-service machines, fostering a supportive environment [3]. Group 4: Community Engagement and Education - The branch regularly conducts financial knowledge seminars and anti-fraud campaigns, engaging with local healthcare facilities to educate the elderly on common scams [4]. - Over 100 elderly individuals have participated in these activities, leading to increased awareness and prevention of potential financial losses [4]. Group 5: Personalized Services - The branch provides personalized services, including home visits for elderly clients with mobility issues, ensuring they receive necessary banking services [5]. - The initiative has enhanced the branch's reputation within the community, with many elderly clients expressing comfort and trust in the services provided [5]. Group 6: Collaboration and Innovation - The branch collaborates with government and community organizations to expand financial literacy programs and create personalized service plans for elderly clients [6]. - The integration of financial technology, such as voice-activated assistance and facial recognition, aims to streamline service processes for elderly customers [6][7]. Group 7: Future Plans - The South Tong Hai'an Qutang branch plans to continue enhancing its elderly-friendly services, including the introduction of health monitoring devices to support the well-being of elderly clients [7]. - The commitment to providing high-quality financial services and fostering a caring environment for the elderly remains a priority for the branch [7].

强化培训夯基础，精细服务筑屏障。一是针对存款保险宣传的专业性和政策敏感性，支行采取"理论 +实践"相结合培训模式。围绕存款保险制度"存款保险定义、保障范围、偿付限额、存款保险标识"等内 容，辖内网点对全网点员工进行了详细讲解，确保一线员工熟练掌握政策要点。展情景模拟演练，提升 员工应对客户咨询的专业能力，模拟老年客户咨询存款安全、小微企业主询问资金保障等场景，强化员 工沟通技巧与政策解答能力。二是客户互动精细化，增强宣传渗透力。"微课堂"常态化，每日在网点客 户高峰时段开设"存款保险微课堂"，通过真实案例解析存款保险制度对个人储蓄的保障作用。 特色场景宣传精准触达，延伸金融服务半径。一是社区场景，老年群体定向突破。以"315消费者权益保 护日"为契机，联合南通阳光养老中心开展"金融安全进社区"活动，将存款保险宣传与老年人权益保护 深度融合。通过互动问答环节，重点讲解"存款保险标识识别""偿付流程"等实用知识。活动吸引120余 名老人参与，现场解答疑问40余条。二是校园场景，青少年金融素养筑基。在"反洗钱知识进校园"活动 中嵌入存款保险宣传模块，形成金融安全知识体系化输出。专题讲座深入化，解析存款保险制度对个人 ...

Core Insights - The article highlights the importance of understanding customer needs and providing tailored financial services to enhance customer satisfaction and trust [1][2] Group 1: Interest Rates and Financial Products - The current interest rates for fixed deposits are 1.35% for one year, 1.45% for two years, and 1.9% for three years, with a special emphasis on the benefits of large-denomination certificates of deposit (CDs) which offer a higher rate of 1.45% for deposits over 200,000 yuan [1] - The article illustrates a successful customer interaction where a client was persuaded to transfer additional funds to meet the threshold for a large-denomination CD, showcasing the potential for increased customer engagement through effective communication of product benefits [1] Group 2: Professional Service and Customer Engagement - The experience emphasizes the need for banking professionals to develop a keen insight into customer behavior, such as identifying potential for higher deposits based on account balances and understanding wealth management needs through interest rate inquiries [2] - The article advocates for continuous improvement in service capabilities, suggesting that every customer interaction should be viewed as an opportunity for asset growth and value creation [2]

Group 1 - A customer urgently needed to open a corporate account to avoid significant losses, and the bank staff went above and beyond to assist, even delaying their closing time to ensure the process was completed [1] - The bank staff meticulously guided the customer through the complex account opening process, demonstrating patience and professionalism, which ultimately led to a successful outcome [1] - The customer expressed gratitude through a social media video, highlighting the exceptional service received and praising the bank for its warm and responsive approach [1] Group 2 - The company emphasizes a customer-first philosophy, advocating for flexibility in handling special situations to meet customer needs and build trust and loyalty [2] - Attention to detail is crucial in service quality, and the company aims to cultivate a culture among employees that prioritizes meticulousness in every aspect of service delivery [2] - Positive customer experiences can lead to trust and generate favorable online feedback, establishing the company as a benchmark for quality service in the industry [2]

在与主管确认后，我在纸上写清所需材料，并告知客户钱一定可以取到，让他放宽心。客户赶忙去开证 明材料，大约过了一小时，客户带着亲家母以及儿媳来到了大厅。主管第一时间检查了客户带来的材 料，并给客户提供了远程服务。在此过程中，客户可以通过视频与远程客服对话，按要求出示相关材 料，通过这种方式，整个遗产继承的过程变得更加快捷和高效。 阳光洒在大厅里，温暖而明亮，正如我对这份工作的热爱与执着。希望未来的每一个日子，我都能继续 用心去服务每一位客户，为每个家庭带去一份坚定和温暖。 这时，一位60岁左右的客户走向柜台，递给了我两张身份证和一张存单。按照流程，我礼貌地询问他需 要办理什么业务。客户告诉我，家人住院，急需取款看病。经过沟通，我们得知，客户与存款人是亲家 关系，目前存款人已去世且存款人妻子患有智力障碍，所以由客户代为办理业务。客户表示这笔钱急 用，我立即安抚客户并告知可以做遗产继承并询问存款人妻子是否会写字。客户无奈道："她不会写 字，他们一家只有我这个亲家公是正常人，儿媳也有轻微智力障碍但是会写字，我儿子也是这样。"听 到这，我内心五味杂陈。 周一的网点格外忙碌， "请A005号客户到1号窗口"，我像往常一样 ...

Core Viewpoint - The article highlights the importance of banks ensuring customer safety during financial transactions, particularly in preventing fraud, while also emphasizing the need for effective communication and customer service [1][2]. Group 1: Customer Interaction - A customer, Ms. Li, expressed frustration over the bank's inquiries regarding the purpose of her cash remittance, which was a loan to a friend [1]. - The bank staff, including a customer service manager and an operations supervisor, handled the situation with patience and professionalism, ultimately facilitating the transaction [1]. Group 2: Risk Awareness and Prevention - The case of Ms. Li serves as a reminder for bank employees to proactively identify potential risks and explain banking regulations to customers to enhance their awareness of financial safety [2]. - The article emphasizes that financial fraud prevention is not only a technical challenge but also a practice of humanized service, where bank staff should maintain a sense of responsibility and professionalism [2]. Group 3: Commitment to Customer Safety - The bank aims to uphold its mission of "finance for the people" by ensuring the safety of customers' assets and maintaining the stability of the financial market [2]. - The South Tonghai Men Sanhe Branch is committed to continuing its responsibility and dedication to safeguarding the public's financial interests [2].

Core Insights - The article highlights the importance of personalized financial services in addressing clients' health and retirement needs, showcasing a case where a bank's wealth manager provided tailored solutions for a cancer patient [1][2] Group 1: Client Needs and Solutions - The client, diagnosed with stomach cancer, required a flexible financial plan to manage medical expenses and ensure long-term cash flow for retirement [1] - The wealth manager proposed a customized asset allocation strategy, including 10% in liquid funds for immediate medical expenses, 80% in fixed deposits for stable returns, and 10% in insurance for long-term security [2] Group 2: Product Features and Benefits - The recommended product, 工银安盛盛世相守养老年金险, offers a dual benefit of medical and retirement support, including annual pension income and various health services such as outpatient appointments and home care [2] - The client expressed confidence in the bank's ability to manage both health and financial needs, emphasizing the importance of comprehensive care beyond mere asset growth [2] Group 3: Industry Implications - The case illustrates a shift in wealth management towards a more empathetic approach, focusing on individual life circumstances and health needs, which may provide a competitive edge in an aging society [2]

"这些零钱都是做生意攒的，别的银行嫌费事，只有你们每次都非常有耐心的帮我完成，所以我非常信 得过你们。"李女士的感慨道出了小微商户的金融痛点。为提升效率邱经理先把币种分类汇总，用硬币 分拣盘快速分离不同面值硬币，再挑出残损币，以"少量多次"方式过机清点。 平凡岗位绽放服务之光。在长时间的业务往来中，邱经理凭借其专业且贴心的服务，深深打动了面粉店 老板娘。每次业务办理结束，老板娘总会满脸笑意地说道："你们银行的服务真是太周到了！尤其是 你，每一次都这么有耐心，不嫌麻烦，仔仔细细帮我把事情办好。在这儿办业务，我切实感受到了被尊 重、被关怀，心里特别踏实，以后我就认准你们这儿了！"她的话语中满是认可，真挚的情感溢于言表 ，而这称赞与感谢，也成为了柜员工作中最温暖的回馈。 这一日常业务场景，是银行服务的一个缩影，展现了银行工作人员即便面对困难，也始终坚守岗位，践 行"以客户为中心"的服务理念。未来，海门开发区支行也将以"看得见的诚意"破解民生服务金融服务的 门槛，让普惠金融的温度浸润每个平凡的角落。 每周，南通海门开发区支行总能准时迎来一位特殊的客户—经营面粉生意的李女士。她手提沉甸甸的帆 布袋，袋中装满了沾满面粉的 ...

大堂经理询问了基本情况后，仔细核实客户所带直系亲属证明、户口注销证明、死亡证明及身份证等资 料，与客户进行了简单的沟通。由于当日厅堂内客户较多，为防止该业务占用柜面时间过长，大堂经理 耐心向客户介绍了我行远程业务，引导客户至开放式柜台办理。办理期间，大堂经理协助客户做好身份 核实，短短2分钟，开放式柜台就出了查询报告。经查询其丈夫名下一张卡片和两张纸质存单，总金额 小于5万元。大堂经理告知客户，金额小于5万元，可在开放式柜台直接办理，无需至传统柜面操作挂失 及重置密码业务。 近日，邵女士来到工行南通秦灶支行，一边自助取号一边向大堂经理表示其丈夫不久前离世，现需查询 其名下在我行的资产情况。 客户积极配合，在远程客服的引导下，人脸识别、资料摆放、业务确认等操作一气呵成，一刻钟后，其 丈夫的遗产包括卡片资金及两张纸质存单一并销户，余额同步转至客户卡内。看到账户余额，客户表示 前期听亲朋说过继承业务复杂，没想到如此方便快捷。客户对网点远程柜台的效率点赞，为网点的服务 表示高度认可。 传统柜面处理模式下办理继承需逐一处理存款、理财、基金、贵金属等账户，客户需逐笔签字确认，手 续繁锁，客户等候时间长。远程服务模式下，建 ...

Core Viewpoint - The article highlights the proactive approach of Nantong Chongchuan Xue Tian Branch in providing personalized financial services to elderly and special needs clients, demonstrating the bank's commitment to being a reliable and accessible financial institution [1] Group 1: Service Initiatives - The branch formed a "door-to-door service team" led by the branch manager to extend services to elderly clients and those with mobility issues, completing three home visits in one day [1] - The first visit was to a senior resident, where the team assisted in completing mobile phone authentication necessary for gas bill payments, showcasing the bank's dedication to overcoming technological barriers for elderly clients [1] - During the second visit, the team helped another elderly client reset his bank card password using portable smart devices, while also educating him on security features to prevent fraud, reflecting the bank's focus on client safety [1] - The final visit involved assisting a bedridden client with a card renewal process, demonstrating the bank's flexibility and commitment to addressing urgent needs in unconventional circumstances [1] Group 2: Service Philosophy - The branch has established a "special case handling" green channel for elderly and ill clients, breaking traditional service boundaries and embodying the "service without borders" philosophy [1] - The initiative represents a shift from a reactive service model ("waiting for customers") to a proactive one ("going out to serve"), effectively addressing the "last mile" challenge in financial services [1] - The bank aims to continue enhancing its service model by integrating online and offline channels, ensuring that financial services are more accessible and empathetic to client needs [1]