Core Viewpoint - The article highlights a successful intervention by Agricultural Bank of China (ABC) in preventing a potential telecom fraud involving an elderly customer, showcasing the bank's commitment to financial security and customer protection [1] Group 1: Incident Overview - A 70-year-old elderly man attempted to transfer nearly 100,000 yuan to an unfamiliar account, displaying signs of distress and confusion [1] - The bank's experienced lobby manager recognized the situation as a potential telecom scam and took immediate action to protect the customer [1] Group 2: Response Actions - The bank staff guided the elderly man to a private area under the pretext of optimizing interest rates, while simultaneously reporting the situation to the branch manager [1] - Through patient communication, the staff uncovered that the elderly man had received a fraudulent call from someone posing as law enforcement, threatening him to transfer funds to a "safe account" [1] Group 3: Resolution and Prevention - After understanding the situation, the bank staff contacted the police and provided examples of similar scams to educate the elderly man [1] - The staff also reached out to the man's son via video call to further persuade him against the transfer, ultimately leading to the elderly man deciding not to proceed with the transaction [1] - To prevent future scams, the bank assisted the elderly man in changing his account password and downloading the national anti-fraud app [1]

Core Viewpoint - The article highlights the importance of customer service in banking, particularly how small gestures can significantly enhance the experience of elderly customers [1] Group 1: Customer Service Initiatives - The bank branch provides practical assistance to elderly customers, such as offering reading glasses and magnifying glasses to help them with paperwork [1] - Staff members proactively assist customers who are unfamiliar with self-service equipment, ensuring a supportive environment [1] - Simple actions, like writing down account balances in a clear format, contribute to a more comfortable and reassuring experience for customers [1]

Core Viewpoint - Agricultural Bank of China (ABC) is actively engaging in anti-fraud education for elderly clients, recognizing them as a high-risk group for financial scams [1][3] Group 1: Anti-Fraud Initiatives - ABC's Jinan Shuangshan Branch is conducting a significant anti-fraud promotional event aimed at elderly customers, providing them with detailed explanations of anti-fraud materials [1][3] - The branch has developed an anti-fraud handbook that covers common scam types, methods of operation, and preventive measures, using simple language and vivid examples for better understanding [3] Group 2: Customer Engagement - A bank manager proactively approached an elderly customer to offer assistance and explain the anti-fraud handbook, highlighting the importance of discussing suspicious communications with family or bank staff [3] - The elderly customer expressed gratitude for the bank's thoughtful approach, indicating that the information provided was previously unknown to him [3] Group 3: Commitment to Customer Safety - ABC Jinan Shuangshan Branch is committed to regularly organizing staff training on fraud prevention to enhance their ability to identify and mitigate risks [3] - The branch plans to continue its financial education services and innovate promotional methods to ensure the safety of customer funds, particularly for elderly clients [3]

Core Insights - The Agricultural Bank of China (ABC) Jinan Wangyue Branch emphasizes a customer-centric service approach, particularly focusing on the needs of elderly clients during the digital transformation era [1] Group 1: Customer Service Initiatives - A 78-year-old elderly client visited the ABC Jinan Wangyue Branch to inquire about her pension, facing difficulties due to mobility issues and lack of familiarity with mobile banking [1] - The branch manager provided personalized assistance by demonstrating how to use the mobile banking app, ensuring the elderly client could access her pension information easily [1] - The introduction of a large-font version of the mobile banking app caters specifically to the needs of older customers, enhancing their banking experience [1] Group 2: Bridging the Digital Divide - The ABC Jinan Wangyue Branch's approach of "slow service" aims to help elderly clients overcome the "digital divide," making technology more accessible and user-friendly for them [1] - The initiative reflects the bank's commitment to integrating technology with a warm, caring service, ensuring that financial services remain convenient and supportive for the elderly [1]

近日，一位老人缓缓走向农行济南高官寨支行，他手持拐杖，脚步迟缓，行动颇为不便。正在网点进行 大堂值守的员工小孙敏锐地注意到了老人的情况。他立刻快步上前，来到老人身边，关切地询问老人的 需求，小心翼翼地将老人引领至网点内合适的业务办理区域。 在搀扶老人的过程中，大堂经理小孙始终保持着耐心和细心，根据老人的步伐调整自己的速度，还时不 时地提醒老人注意台阶和地面。进入网点大厅后，他又积极协调其他同事，为老人开辟绿色通道，优先 为老人办理业务。在等待办理业务的过程中，他还为老人递上热水，与老人亲切交谈，让老人在陌生的 环境中感受到了家一般的温暖。 待老人业务办理完毕，大堂经理小孙将老人搀扶出网点，并仔细叮嘱老人路上注意安全。老人对小孙的 热心帮助感激不已，连连道谢。周围群众目睹了这一场景，也纷纷对这位农行员工竖起了大拇指。 小孙表示，作为农业银行基层岗位上的一员，深务客户不仅要体现在业务办理的专业上，也要体现在对 客户的关怀和照顾上，尤其是对老年客户等特殊群体，更是给予额外的关注和帮助。 ...

大堂经理小张见状，立刻上前搀扶老人就座，并为老人递上一杯温水，耐心询问情况。原来，老人平日里靠卖废品攒下这些硬币，本 想着留作备用金，可如今想换成整钱，却因数量太多、整理困难犯了愁。小张安慰老人："您放心，我们一定帮您把这事办好。"她迅 速引导老人来到柜台前，并向柜员说明了情况。柜员微笑着请老人坐下，便开始认真清点起来。硬币数量众多，而且面额不一，清点 工作着实繁琐。但清点柜员没有丝毫抱怨，耐心地将硬币按面额分类，十个一摞、五十个一卷，仔细地数着。 农行的贴心服务，带给老人很大方便，也让老人狠感动。今后，农行济南枣园支行将持续做好适老便民金融服务，为群众提供更多便 利。 "姑娘，这些零钱能换成整钱吗？我年纪大了，实在数不清。"近日，一位老人提着一个布袋走进了农行济南枣园支行，里面装满了许 多零钱，眼神中满是期待与担忧。 ...

Core Insights - Agricultural Bank of China successfully intercepted a fraud attempt targeting elderly customers, preventing a loss of 58,000 yuan [1][3] Group 1: Fraud Prevention - The bank's staff demonstrated keen risk awareness and responsibility by questioning the large cash transfer request from two elderly clients [3] - The elderly client was hesitant about the transfer details, raising suspicion among the bank staff, leading to intervention [3] - The elderly individual realized they were misled by a "friend" promising high returns, thanks to the bank's timely intervention [3] Group 2: Fraud Tactics - There has been a rise in fraud schemes targeting the elderly, including high-return investment promises and illegal fundraising under the guise of retirement planning [3] - Scammers often use tactics such as "reverse mortgage" schemes and misleading investment products to exploit elderly individuals [3] - Fraudsters may falsely claim to have government or corporate backing to gain trust, ultimately leading to financial loss for the victims [3] Group 3: Awareness and Advice - The bank advises elderly customers to remain vigilant and not to trust high-yield investment promises [3] - It encourages immediate communication with bank staff when encountering suspicious situations to protect their finances [3]

9月17日，老人特意致电农行客服表扬，称赞服务贴心，直言"以后就认准农行"。这一温馨场景，正是 农行济南分行营业部日常适老化服务的缩影。工作人员以一杯温水、一句耐心解释、一次细致指导，践 行对老年客户的尊重与关爱。未来，分行营业部将持续秉持"客户至上"理念，优化适老化服务，用细 心、爱心、耐心为老年客户架起跨越数字鸿沟的桥梁，兑现"银龄无忧"的承诺。 得知这是老人的工资卡，且希望继续使用，小颜又引导老人至休息区，手把手指导她通过手机银行操 作，确保卡片能安全按需使用。全程工作人员分工协作，安抚情绪、解答疑问，最终帮老人解决了问 题。老人愁云尽散，连声道谢。 近日，农行济南分行营业部大厅内，一位耄耋老人颤巍巍走来，攥着银行卡满脸焦虑，反复念叨"卡还 能用吗？钱会不会没了？" 大堂经理小颜第一时间上前，微笑安抚并搀扶老人至休息区，递上热水。待老人情绪平稳，小颜耐心倾 听其遭遇诈骗、担心存款安全的诉求。随后，小颜陪同老人到柜台，与客服经理小兰沟通情况。小兰一 边柔声安抚，一边快速为老人修改银行卡密码，消除资金被盗风险。 ...

近日，农行济南绣惠支行为一位长期卧床、行动不便的老人上门办理存单销户业务，用贴心服务传递金 融温度，赢得老人及家人广泛赞誉。 接到求助后，绣惠支行迅速响应，安排两名经验丰富的工作人员，携带移动办公设备，驱车前往老人家 中提供上门服务。在上门服务过程中，工作人员特意放慢语速，用通俗易懂的语言耐心细致地讲解存单 销户的业务流程，确保老人能够理解每一个环节。在完成相关手续后，工作人员又贴心地为老人和家属 讲解了后续资金的使用方式和注意事项，并留下了联系方式，告知他们如有任何问题可随时联系。 "真是太感谢你们了，专门跑一趟为我们解决大难题，农行的服务真是太好了！"老人的家属紧紧握着工 作人员的手，眼中满是感激，激动之情溢于言表。 农行济南绣惠支行针对老年人、残疾人等特殊群体，通过开设绿色通道、提供上门服务等系列便民举 措，切实解决特殊群体在金融服务中遇到的难题。近年来，该行已累计为行动不便客户提供上门服务数 十次，用实际行动诠释"金融为民"的庄严承诺。 据了解，这位老人生活无法自理，而近期批量下发的存单则需本人亲自办理激活。这可急坏了一家人， 他们向农行济南绣惠支行寻求帮助。 ...

近日，在一间普通病房里上演了暖心一幕。面对病床上无法亲自前往银行办理业务的老人，农行北园支 行的工作人员顶着炎炎烈日，第一时间上门服务，解决了客户因银行卡密码锁定引发的难题，用实际行 动诠释了"以客户为中心"的服务理念。 在病床前，工作人员耐心细致地与躺在病床上的王奶奶及其亲属张先生沟通，逐项解释授权委托书的内 容，并指导填写和签署，工作人员专注的神情、专业的态度和周到的服务，让原本焦虑的张先生和王奶 奶都安下心来。随后，张先生跟随工作人员到达银行网点顺利地为母亲办理密码重置等业务。 "这么热的天，你们二话不说就赶过来了，服务态度特别好，解释得也很清楚，真是帮了我们大忙 了！"张先生事后感激地说。 网点负责人则表示："服务客户不分时间地点，尤其对于行动不便的特殊群体，上门服务是我们应尽的 责任。看到客户的问题得到解决，我们再辛苦也值得。" 据了解，病床上年逾七旬的王奶奶因身体原因正在住院治疗。其家属张先生在为老人办理相关银行业务 时，不慎多次输错银行卡密码，导致账户被锁定。因老人行动不便，无法亲自到网点办理密码重置或解 锁手续，焦急万分的张先生抱着试试看的心态拨打了农行北园支行的电话求助。 令张先生没想到的是 ...