Jin Rong Jie·2025-12-31 06:53Core Viewpoint - Citic Bank is committed to enhancing customer service quality and efficiency by implementing tailored service processes for special circumstances, ensuring compliance and risk management while providing warm and secure financial services [1][4]. Group 1: Service Innovations - Citic Bank has developed the "Four Special" service processes to address unique customer needs, focusing on special periods, clients, businesses, and scenarios [1]. - The bank has established specific service guidelines to create customized solutions that enhance service precision and convenience for clients [1]. Group 2: On-Site Services - For clients unable to visit branches due to mobility issues, Citic Bank has implemented an "on-site service" process, allowing staff to visit clients' homes to facilitate banking transactions [2]. - A case is highlighted where bank staff traveled over 6 hours to assist elderly clients with unprocessed deposits, receiving high praise for their dedication and service [2]. Group 3: Online Services - Citic Bank has introduced an "online service" process for clients abroad who cannot visit branches, utilizing video verification to complete transactions efficiently [3]. - In one instance, a client was able to resolve a banking issue for her daughter studying overseas through a video call, demonstrating the bank's commitment to customer care [3]. Group 4: Emergency Financial Assistance - The bank has protocols in place for urgent situations, such as providing immediate funds for medical expenses when clients are incapacitated [4]. - A specific case involved assisting a client in ICU by verifying family relationships and confirming the use of funds for medical payments, showcasing the bank's responsiveness and support during crises [4]. Group 5: Commitment to Customer-Centric Service - Citic Bank emphasizes its dedication to political and social responsibilities in financial services, aiming to respond swiftly to customer needs and enhance overall service experience [4].