兴业银行济南分行：合规护航消保 初心守护万家

Core Viewpoint - The Jinan branch of Industrial Bank emphasizes consumer rights protection as a core aspect of compliance management, integrating it deeply into all processes and providing warm services to uphold the principle of finance for the people [1][2]. Group 1: Compliance and Consumer Protection Integration - Since 2024, the Jinan branch has included consumer rights protection as a core compliance assessment indicator, setting rigid standards such as a 100% compliance rate for product sales recording and a 100% timely complaint resolution rate [2]. - The "Compliance and Consumer Protection Ten Minutes" has become a fixed agenda in weekly meetings, where real complaint cases are analyzed to enhance employees' understanding that every compliance operation is a safeguard for customer rights [2]. Group 2: Mechanisms for Safeguarding Rights - The branch has established a "dual review mechanism" for consumer protection and compliance, requiring all financial product promotions to undergo dual approval before release [2]. - A "first inquiry responsibility + compliance traceability" system is implemented for handling customer complaints, and an AI voice analysis system has been launched to monitor the compliance of complaint handling dialogues in real-time [2]. Group 3: Value of Compliance and Consumer Protection - Over the past three years, the compliance and consumer protection culture has become a distinctive feature of the Jinan branch, successfully intercepting over a hundred risk events and receiving multiple commendations from regulatory and law enforcement agencies [3]. - The response time for customer complaints has been reduced from 72 hours to 3 hours, and an increasing number of enterprises recognize the branch's compliance and consumer protection system [3]. - A notable incident involved a supervisor who, through compliance training, identified a potential fraud case during a cash withdrawal, leading to the successful interception of a money laundering attempt, which was acknowledged by the local anti-fraud office [3].