兴业银行信用卡中心：践行金融为民理念，有力有效保护消费者权益

Core Viewpoint - The company emphasizes consumer rights protection in its credit card business, integrating it into all processes and enhancing customer feedback channels while promoting digital transformation in consumer rights protection [2] Group 1: Consumer Demand and Problem Solving - The company prioritizes listening to consumer demands and addressing urgent issues as part of its commitment to financial service for the public [3] - It employs the "Pujiang Experience" and the "Fengqiao Experience" to resolve grassroots governance and frontline conflicts, establishing a standardized complaint handling mechanism [3] - The company has achieved a 100% mediation execution rate for credit card disputes over the past two years, collaborating with various financial dispute mediation organizations [3] Group 2: Innovative Digital Technology Application - The company utilizes digital technology to combat illegal financial activities, implementing remote identity verification and real-time algorithms in consumer complaint processes [4] - As of October 2023, the company has completed over 80,000 identity comparisons to help curb the spread of illegal financial activities [4] - It collaborates with external entities to address illegal intermediary issues, launching a special campaign against "illegal agency complaints" since 2023 [4] Group 3: Comprehensive Financial Education System - The company explores innovative methods for financial education, integrating it into consumers' daily lives to protect their financial interests [6] - It has conducted nearly 30 financial education events, reaching almost 1,000 participants, and published over 80 educational materials with a total readership exceeding 6 million [6] - The company focuses on educating vulnerable groups, such as the elderly and students, through community engagement and collaboration with educational institutions [6] Group 4: Multimedia Financial Education Initiatives - The company has launched several short films aimed at educating consumers about financial fraud, with one film winning an award in 2025 [7] - Financial education videos are integrated into the company's app, promoting interactive learning alongside financial knowledge [7]