Core Insights - The widespread application of intelligent customer service is a reflection of how fintech is reshaping banking services [1][3] - The digital transformation of banks is deepening, with a significant reduction in customer visits to physical branches, leading to the adoption of intelligent customer service as a standard [2][3] Group 1: Industry Transformation - The number of bank customer service personnel in China decreased to 50,200 by the end of 2021, down by 4,200 from 2020, marking a shift from previous growth trends [3] - The total amount of off-counter transactions in the banking sector reached 257.28 trillion yuan in 2021, a year-on-year increase of 11.46%, with an average electronic channel diversion rate of 90.29% [3] - The COVID-19 pandemic has accelerated the digital transformation of banks, pushing user habits further online and increasing the frequency and depth of online interactions [3] Group 2: Investment in Technology - In 2020, A-share listed banks invested 207.8 billion yuan in information technology, a year-on-year increase of 25% [6] - Major state-owned banks invested nearly 100 billion yuan in fintech in 2020, with Industrial and Commercial Bank of China investing 23.82 billion yuan, a 45.47% increase year-on-year [7] - China Merchants Bank reported an information technology investment of 13.29 billion yuan in 2021, a year-on-year increase of 11.58%, accounting for 4.37% of its operating income [7] Group 3: AI and Customer Service - In 2021, China Merchants Bank's AI initiatives replaced over 6,000 human roles through intelligent customer service and related technologies [4] - Intelligent customer service has expanded its application beyond routine inquiries to marketing and collection efforts, with voice robots effectively screening potential customers [5] - A report indicated that the satisfaction level of intelligent customer service is limited, with common complaints about repetitive responses and inadequate problem-solving capabilities [5] Group 4: Competitive Landscape - The demand for AI in the financial sector is steadily increasing, with total AI investment expected to exceed 22 billion yuan in 2022 [9] - Companies like BaiRong Cloud have reported significant revenue growth, with a 43% increase in total revenue to 1.623 billion yuan in 2021 [9] - Smaller banks are beginning to adopt AI technologies, with Guilin Bank collaborating with iFlytek to launch a virtual digital employee for customer service [10]

根据国有六大行2021年年报中披露的利润分配方案，6家银行2021年度推出的现金分红金额合计高 达3821.93亿元（普通股税前，下同），较2020年度大幅增长11.81%，分红金额再创历史新高。 分红总额再创历史新高 工行派现过千亿元 作为金融"国家队"、商业银行的"领头羊"，国有六大行在积极落实国家战略，持续提升服务实体经 济质效的同时，也在通过长期稳定的分红、引领价值投资上发挥着示范作用。 根据国有六大行对外披露的利润分配方案，上述银行2021年度的拟合计派发现金分红高达3821.93 亿元，较2020年度3418.17亿元的分红金额大幅增长403.76亿元，增幅高达11.81%。 从国有六大行披露的具体分红数据看，六大行2021年度的分红金额均较2020年度出现不同程度增 长。其中，工商银行2021年度现金分红首次突破千亿元大关，达1045.34亿元。 此外，建行、农行、中行、交行和邮储银行2021年度的现金分红分别增至910.04亿元、723.76亿 元、650.60亿元、263.63亿元和228.56亿元。在六大国有银行中，每股分红比例最高的为建设银行，该 行2021年度拟每10股派现3.64元。 ...

需注意的是，当前环境下银行业助力绿色金融仍面临一定的挑战，杨海平认为，一是对环境风险和 其他风险的综合管控，较难把握。二是短期效益和长期效益之间或者说社会责任和商业可持续性之间的 平衡，较难把握。三是绿色金融能力和其他金融能力的融合，绿色金融战略和其他战略之间的融合，较 难实现。 从绿色信贷规模同比增速来看，平安银行、中信银行、民生银行绿色贷款余额增幅均超100%，位 列前三，增幅分别为204.6%、140.75%、103.76%。 从绿色贷款的投放方面来看，主要方向是基础设施、绿色交通、环保、水资源处理、风电项目、生 态环境、清洁能源等绿色产业金融需求。 中央财经大学证券期货研究所研究员、内蒙古银行战略研究部总经理杨海平对记者表示，未来银行 机构一定会进一步加大绿色信贷的投放力度。一方面，"双碳"目标已经深入人心，生态优先、绿色发展 势不可挡。银行作为主力军应担起大旗。另一方面，越来越多的资源会向绿色发展倾斜，未来金融机构 的环境责任是要写入法律的。从银行业务发展的角度看，未来加大绿色信贷是银行的理性选择。 除绿色信贷外，多家银行年报里也提及了在碳排放相关贷款方面进行的创新探索和实践。比如，邮 储银行去年成 ...

新华社北京4月7日电（记者李延霞、吴雨）受疫情影响不能按时还房贷怎么办？中国工商银行、中 国农业银行、中国银行、中国建设银行、交通银行五大国有商业银行7日独家回应新华社记者，对受疫 情影响的个人住房贷款客户，可提供包括延后还款时间、延长贷款期限、调整账单计划等在内的服务支 持。 中国工商银行表示，工行高度重视个人贷款客户服务，对于受疫情影响的个人贷款客户，给予个人 贷款延期还款服务支持。 中国农业银行表示，对于因疫情原因提出延后还款时间、减免罚息、消除逾期征信记录等诉求的客 户，符合相关条件的均可享受个人住房贷款客户关怀政策。客户可直接与贷款经办行或客户经理联系， 咨询相关办理条件和办理流程。也可致电农行客服中心，客服人员收集完信息后发送给客户贷款经办 行。 【纠错】 【责任编辑:柴峥】 目前申请延期还房贷的人群多不多？建行表示，截至今年3月末，已累计为约100万户、超过4300亿 元的房贷提供了延后还款服务。今年以来，在疫情形势较为严峻的吉林地区，已为超过1150户的客户办 理延后还款服务。 交通银行表示，今年以来，上海、深圳、吉林等地受疫情影响较为严重，该行陆续接到了一些客户 的申请，分行已结合当前政策及 ...

加大服务实体经济力度 在近期召开的业绩发布会上，多家银行将利润增长归功于服务实体经济质效提升。以工商银行为 例，2021年该行公司金融业务收入和个人金融业务分别为4058亿元和3996亿元。在公司金融业务方面， 该行继续助力实体经济高质量发展，聚焦实体经济重点领域和薄弱环节，优化金融资源供给。 2021年末，工商银行民营企业贷款余额达3.39万亿元；国家重点支持的高新技术领域企业贷款、战 略性新兴产业贷款余额均突破1万亿元；绿色贷款余额2.48万亿元，全年主承销绿色债券（含碳中和债 券）636.37亿元；普惠业务方面，2021年年末，普惠型小微企业贷款约1.1万亿元，比年初增加3784.48 亿元，同比增长高达52.5％。 在经济存在一定下行压力的大背景下，大型银行在支持实体经济发展中发挥了重要作用。如建设银 行年报显示，2021年建设银行发放贷款和垫款净额18.17万亿元，较上年增加1.94万亿元，同比增长 11.95%；债券投资较上年增加7035.62亿元。服务国家区域重大战略，针对京津冀、长三角、粤港澳大 湾区三大重点区域，强化资源配置，提升重点区域业务发展综合贡献。基础设施、制造业中长期、民营 企业、 ...

今年3月份以来，国内新冠肺炎疫情呈多点散发态势，防控形势依旧严峻，相关部门不断出台政策 全力保障外贸企业开展经营。5月5日召开的国务院常务会议提出，要加大外贸企业信贷投放，支持银行 不盲目抽贷、断贷、压贷，梳理一批亟需资金的予以重点支持；扩大出口信保短期险规模；保持人民币 汇率基本稳定。最新统计数据显示，1月份至4月份，货物进出口总额125799亿元，同比增长7.9%。其 中，出口69674亿元，增长10.3%；进口56125亿元，增长5.0%。民营企业进出口占进出口总额的比重为 48.5%，比上年同期提高1.4个百分点。我国对"一带一路"沿线国家进出口增长15.4%，其中出口增长 12.9%，进口增长18.6%。 4月份，中国人民银行、国家外汇管理局印发《关于做好疫情防控和经济社会发展金融服务的通 知》。人民银行加快推动已经确定的各项政策措施精准落地，用好各类货币政策工具，保持流动性合理 充裕，引导金融机构更好满足实体经济融资需求。与此同时，各金融机构、各地银保监局积极行动，通 过多种方式确保各项政策落地见效。 化解汇率风险 人民银行和外汇局在《通知》中明确，将优质企业贸易外汇收支便利化政策推广至全国，开展 ...

会议要求，全行上下要狠抓落实，全面提高《实施意见》的执行力和有效性。要坚持和加强党的领 导，切实把思想和行动统一到党中央、国务院关于疫情防控和经济社会发展的决策部署上来，加强宣 贯、持续跟踪、改进作风，把抓好政策措施落地与高质量做好巡视整改结合起来，以实际成效彰显大行 担当。 会议强调，全行上下要始终紧密团结在以习近平同志为核心的党中央周围，勇挑重担、勇担重责， 全方位抓好本次《实施意见》的贯彻执行，全方位做好疫情防控和经济社会发展金融服务，推动建行高 质量发展不断取得新突破、新成效，以实际行动迎接党的二十大胜利召开。 总行各部门总经理，境内各一级分行行长、分管业务的副行长及主要业务部门负责人，部分海外分 行及子公司总经理、主要业务部门负责人参加视频会议。 【纠错】 【责任编辑:柴峥】 5月17日，建设银行出台《关于进一步做好疫情防控和经济社会发展金融服务的实施意见》（以下 简称《实施意见》），制定23条系列举措，以实际行动展现大行担当，与各类市场主体共克时艰。近 日，建设银行认真贯彻落实党中央、国务院决策部署，组织召开全行专题视频会议，针对前期出台的 《实施意见》进行系统性政策解读，并就进一步做好疫情防控和 ...

上市银行分红季已经开启。6月9日，贵阳银行共派发现金红利10.97亿元。截至目前，已有9家银行 实施了2021年度分红，总金额超过155亿元。另外，还有4家银行已发布2021年年度权益分派实施公告， 现金分红将于下周实施。 一直以来，A股上市银行都是"分红大户"。2021年年报数据显示，银行板块以拟超5400亿元的现金 分红规模在申万31个行业板块中居于首位。除分红"大气"外，银行股股息率也普遍较高。业内人士认 为，银行股具有长期配置价值。 9家银行派发逾155亿元 6月8日晚，兴业银行发布公告称，该行将于6月16日派发2021年年度A股权益，每股派发现金红利 1.035元（含税），共计派发现金红利215.01亿元。同日晚间，南京银行宣布，将于6月17日派发2021年 年度A股权益，每股派发现金红利0.46162元（含税），共计派发现金红利47.57亿元。 据中国证券报记者不完全统计，截至目前，共有13家A股上市银行发布2021年年度权益分派实施公 告，其中9家银行已实施完毕，共计派发现金红利155.70亿元。 9家银行中，现金分红比例超过30%的有3家，最高的是青岛银行，为31.86%；最低的是贵阳银行， ...

Core Viewpoint - The People's Bank of China has issued a notice to support cross-border RMB settlement for new foreign trade business models, aiming to enhance financial services for the development of these new business forms [1][5]. Group 1: Support for Cross-Border Settlement - The notice aims to facilitate better financial services for cross-border e-commerce, market procurement, offshore trade, and overseas warehouses, which have seen significant growth in recent years [1][2]. - In the first four months of this year, the scale of cross-border RMB payments for goods trade reached 2.2 trillion yuan, a year-on-year increase of 26%, accounting for 16% of total cross-border payments in goods trade [3]. - The China Export & Credit Insurance Corporation has supported new foreign trade business models with a total underwriting amount of 88.9 billion USD this year, indicating strong demand for risk coverage in the current international environment [10][11]. Group 2: Financial Institutions' Role - Financial institutions are encouraged to collaborate and provide convenient financial services to foreign trade enterprises with real transaction backgrounds, as outlined in the government's opinions [7][12]. - Agricultural Bank of China has actively promoted foreign exchange derivative transactions to help companies manage exchange rate risks, successfully facilitating a 200 million yuan forward foreign exchange transaction for a local fruit import company [2]. - China Merchants Bank has reported a 24% year-on-year increase in international trade settlement services and a 44% increase in import and export trade financing in the first four months of this year [7]. Group 3: Innovative Financial Products - Construction Bank has developed a dedicated product for cross-border e-commerce, allowing companies to efficiently manage their overseas sales funds [9]. - Xinyu Group has benefited from innovative financing solutions provided by banks, ensuring smooth capital turnover for its overseas subsidiaries amid challenges in accessing traditional financing channels [8]. - The introduction of various financial products aims to reduce costs and improve efficiency for cross-border enterprises, helping them expand revenue streams [4][9].

Core Viewpoint - Under the guidance of carbon peak and carbon neutrality policy goals, ESG (Environmental, Social, and Governance) has become a "must-answer question" for financial institutions, with banks increasingly focusing on green finance to promote the real economy [1] ESG Disclosure - State-owned large banks have released more comprehensive and standardized ESG reports this year, with six major state-owned banks publishing their 2021 annual and ESG reports during the reporting season [1] - Bank of China has published its ESG report for the 15th consecutive year, including 146 ESG evaluation indicators, an increase of 54 from the previous year [2] - China Construction Bank has also been active in social responsibility reporting, achieving positive results in poverty alleviation and supporting small and micro enterprises [2] - Agricultural Bank of China has established a strategic planning and sustainable development committee to enhance its green finance business [3] - Industrial and Commercial Bank of China has focused on supporting green low-carbon industries and has implemented an environmental risk management system [3] - Many city commercial banks and rural commercial banks have also begun to release their first ESG reports, indicating a growing emphasis on ESG practices across the banking sector [4] Green Product Innovation - State-owned banks have made significant progress in diversifying green financial products and services, with Bank of China launching over 40 green financial products across 15 areas [5] - Innovative credit products like renewable energy subsidy loans have been introduced, with China Construction Bank successfully providing a low-cost green loan to a renewable energy company [6] - Agricultural Bank of China has launched a carbon service system, becoming the first major commercial bank to connect with the national carbon trading system [6] - The issuance of green financial bonds has also seen significant growth, with Industrial and Commercial Bank of China issuing the first carbon-neutral green financial bond in the domestic market [7] Transition Finance - Despite the growth of green financial products, there remains a gap between supply and investor demand, particularly for renewable energy and low-carbon transportation investments [9] - Transition finance is emerging as a key area of focus, with banks encouraged to support high-carbon industries in their transition to greener practices [9][10] - The establishment of a unified regulatory framework for green finance is deemed essential for attracting mature investors and products to the market [11]