近日，农业银行济南滨河支行以高效贴心的服务，为一位七旬老人解决了燃眉之急，赢得了客户的高度 赞扬。 "太感谢你们了，真是帮了我们大忙！"业务办理完成后，李奶奶连声道谢。此次高效、人性化的服务， 不仅解决了老人的实际困难，也是农行践行"金融为民"理念的生动体现。 农行济南滨河支行始终秉持"客户至上"的服务宗旨，积极为老年客户等特殊群体提供便捷、高效、暖心 的金融服务，持续提升服务体验，履行社会责任。 9月9日上午，70多岁的李奶奶急匆匆来到农行济南滨河支行营业大厅，手持老伴的银行卡向工作人员求 助。由于操作不当，银行卡密码多次输入错误导致锁定，无法取款。李奶奶焦急地表示，家中子女白天 均上班，老两口急需用卡中的钱购买药品，情况十分紧急。 网点工作人员在了解情况后，立即安抚李奶奶情绪，并迅速启动特殊客户服务预案。考虑到李奶奶年事 已高、出行不便，且密码解锁需持卡人本人办理，网点当即决定提供上门服务。两名工作人员携带移动 办公设备，驱车前往老人家中，顺利为老人解锁了银行卡。 ...

在老人病床前，银行工作人员耐心地向老人解释授权书的用途及注意事项，并确认其真实意愿。在老人 意识清醒且自愿签署的情况下，工作人员协助老人完成了授权书的签署及指纹留存等手续，整个过程严 谨、高效，同时充分保障了客户的权益。 老人的子女对银河支行的贴心服务感动不已。"真的太感谢你们了！我父亲生病以来，我们一直为查账 的事发愁，没想到银行专门派人来医院帮忙解决，服务既专业又暖心！"其中一位子女感慨道。 近日，中国农业银行银河支行（以下简称"银河支行"）秉持"以客户为中心"的服务理念，主动为行动不 便的重病老人提供上门服务，帮助老人签署授权书，委托子女代理查询银行卡明细。这一暖心举措解决 了客户的燃眉之急，赢得了老人家属的高度赞誉。 据了解，老人因重病长期卧床，无法亲自前往银行办理业务，但其子女因家庭事务需要查询老人银行卡 的明细记录。由于银行相关业务需本人授权，而老人无法到网点办理，家属一时陷入困境。在得知这一 情况后，银河支行高度重视，立即启动特殊客户服务流程，在确保合规的前提下，安排两名经验丰富的 员工携带相关材料，专程前往医院为老人提供上门服务。 银河支行相关负责人表示："服务无小事，特别是对于特殊群体，我们 ...

Core Viewpoint - Agricultural Bank of China (ABC) demonstrates its commitment to community service by providing personalized banking assistance to elderly customers, showcasing the warmth of financial services [1] Group 1: Service Initiatives - ABC's Jinan Luoyuan Yingxiongshan branch implemented a "Warm Home Service" mechanism to assist elderly customers who are unable to visit bank branches due to mobility issues [1] - The bank's staff visited a 90-year-old customer, Zhang, to help her activate her social security card, which was essential for her to receive her pension [1] Group 2: Customer Engagement - Bank employees took the time to understand the customer's needs and provided detailed explanations of the banking process, ensuring a smooth experience for the elderly customer [1] - The staff not only assisted with banking tasks but also inquired about the customer's living conditions, demonstrating a holistic approach to customer care [1] Group 3: Commitment to Special Groups - ABC has a long-standing focus on serving special groups, including the elderly, disabled, and seriously ill, by offering home service options [1] - The bank's philosophy emphasizes understanding and addressing customer needs, reflecting a commitment to customer-centric service [1]

"真是太感谢农行的员工了，没想到这么麻烦的业务，他们不仅没有推脱，还这么认真负责！"客户对农 行的服务赞不绝口。高官寨支行的员工表示：为客户提供优质服务是农行一贯的宗旨，无论业务大小， 只要客户有需求，我们都会全力以赴。此次硬币清点不仅展现了农行员工的耐心与专业，更体现了农行 践行"金融为民"的责任担当。 未来，农行济南高官寨支行将继续优化现金服务流程，提升服务质效，让每一位客户都能感受到农行服 务的温度与效率。 近日，农行济南高官寨支行迎来一位携带近千枚一元硬币办理存款业务的客户，支行员工以高度的责任 心和专业的服务能力，经过耐心清点与核对，最终高效完成业务办理，赢得客户由衷的感谢。 据了解，这位客户多年来积攒了大量硬币，由于数量庞大、清点耗时，很担心银行没时间办理。当他来 到农行网点时，工作人员热情接待，迅速开辟绿色通道，安排专人负责。清点过程中，工作人员分工协 作，有的负责手工分拣粘连硬币，有的操作硬币清点机进行批量核验，内勤行长全程监督，确保流程合 规、金额准确。经过大家的共同努力，最终顺利完成清点，并为客户办理了存款手续。 ...

任洪斌 筑牢政治意识，准确把握消保工作时代要求 金融是国家重要的核心竞争力，金融安全是国家安全的重要组成部分。做好消费者权益保护工作，是坚决贯彻 党中央金融决策部署的具体体现，是落实"以人民为中心"发展思想的必然要求，更是推动金融高质量发展、维 护经济社会大局稳定的内在需要。 分行党委切实提高政治站位，将消保工作列为"一把手"工程，纳入年度重点任务与绩效考核体系，建立健全"党 委负责、分管推进、部门协同、全员参与"的责任机制，确保消保工作与经营管理同规划、同实施、同考核，真 正把"人民金融"的理念落到实处。 面对当前金融业态多元化、消费场景复杂化、风险隐蔽化的新挑战，我们更深刻认识到：必须始终从维护国家 金融安全、巩固党的执政基础的政治高度，进一步增强消保工作的系统性、预见性和创造性，使其真正成为金 融稳健运行的"压舱石"、服务优化升级的"推进器"和增强群众金融获得感的"连心桥"。 践行金融为民，彰显消保工作政治与社会价值 消保工作是金融机构回馈社会、服务民生、履行责任的重要体现。我行始终坚守"金融为民"初心，将消费者权 益保护与客户服务、普惠金融、消费振兴等紧密结合，持续提升金融服务的覆盖率、可得性和满意度 ...

Core Points - The financial regulatory authorities in China have launched the 2025 Financial Education Promotion Week to enhance service levels and address the financial needs of the public [1] - The initiative emphasizes the importance of understanding consumer needs and protecting their rights, highlighting the role of financial consumers in promoting high-quality financial development [1][2] - Financial institutions are encouraged to focus on improving service efficiency and resolving consumer complaints through a comprehensive dispute resolution process [2] - There is a pressing need to prevent risks and protect consumer rights, as information asymmetry between consumers and financial institutions can lead to fraud [3] - Financial institutions are urged to adapt their services to meet the evolving demands of consumers, including the development of tailored financial products [3] - The use of digital technology is recommended to enhance service experiences for vulnerable groups, such as the elderly and disabled [4] Summary by Sections Financial Education Promotion - The 2025 Financial Education Promotion Week aims to optimize service levels and understand public financial needs through various activities [1] - The initiative reflects a consumer-centered approach in the financial industry, emphasizing respect, service, and protection for consumers [1] Service Efficiency and Consumer Rights - Many consumers face inefficiencies in service delivery, leading to disputes with financial institutions [2] - Financial institutions are encouraged to address these small issues to enhance overall service quality and consumer satisfaction [2] Risk Prevention and Consumer Protection - There is a significant risk of fraud due to information asymmetry between consumers and financial institutions [3] - Regulatory bodies are actively working to combat illegal financial activities and enhance consumer education on risk prevention [3] Service Optimization - Financial institutions need to shift from a supply-driven approach to a demand-driven one, ensuring that services align with consumer needs [3] - The development of customized financial products is essential to meet the diverse needs of consumers [3] Digital Technology in Financial Services - The financial industry is encouraged to leverage digital technology to improve service experiences for specific groups, enhancing accessibility and inclusivity [4]

Core Viewpoint - The article emphasizes the importance of financial services in enhancing people's lives and ensuring financial security, particularly in the context of China's push towards common prosperity. It highlights China Ping An's commitment to "finance for the people" through comprehensive protection systems and innovative service practices [1][13]. Group 1: Financial Services and Consumer Protection - China Ping An has established a comprehensive consumer protection system that integrates consumer rights into product design, ensuring clarity and fairness in financial products [11][12]. - The company actively engages in financial education and outreach, conducting over 30,000 activities in 2024, reaching more than 1.5 billion consumers [11][12]. - Ping An's customer service has been enhanced with a dual-mode approach, combining AI and human support, particularly focusing on elderly clients to bridge the digital divide [11][12]. Group 2: Emergency Response and Social Responsibility - In response to natural disasters, China Ping An has implemented an emergency response mechanism, providing timely assistance and support to affected communities [2][3]. - The company has demonstrated its commitment to social responsibility by mobilizing resources for disaster relief, including rapid claims processing and on-site support during emergencies [2][3]. Group 3: Health Management and Global Services - China Ping An has launched the "Ping An 24" global rescue service, providing comprehensive cross-border support for clients facing emergencies abroad [5][6]. - The company is also focused on health management, aligning with national health initiatives to offer integrated medical and insurance services, enhancing preventive care and early diagnosis [6][7]. Group 4: Inclusive Finance and Community Support - Ping An's strategy includes promoting inclusive finance, targeting small and micro enterprises, the elderly, and rural communities to bridge financial service gaps [8][9]. - The company has initiated various financial products and services tailored to meet the needs of different demographics, including health insurance for new residents and long-term care insurance for the elderly [9][10]. Group 5: Commitment to Innovation and Future Goals - China Ping An is committed to redefining financial services through technology and innovation, aiming to make financial services more accessible and user-friendly [13][14]. - The company plans to continue enhancing its service model to ensure that financial services are simple, transparent, and efficient, ultimately supporting individuals in achieving a better quality of life [13][14].

转自：新华财经 今年5月，遭遇电信诈骗的刘女士至今想起仍心有余悸："客户经理在电话里一条条拆穿骗局，还特意上门给我看反诈案例，才把我给劝住了。"无独有偶， 南京建邺区82岁的李阿姨也有同款"暖心体验"，"我腿摔了没法去网点改密码，打个电话，银行的小姑娘当天就带着设备上门了，还教我用大字体的手机银 行，连我老家的方言都能识别，太贴心了！" 李阿姨说。 两位普通客户的经历，正是民生银行南京分行以"诚信"锚定服务根本、以"实干"解决群众难题、以"便民"贴近日常需求的生动缩影。2025年以来，该行持续 推动金融为民理念融入业务全流程，让金融服务既有速度，更有温度，体现"诚信筑根基、责任勇担当、实干惠民生"的服务理念。 靶向施策打通乡镇服务脉络，为乡村振兴注入金融"活水"。聚焦乡镇"发展难 销售难"的痛点，该行深度融入"一行兴一乡"帮扶体系，例如，围绕河南滑 县"豫北粮仓"资源禀赋，邀请商务服务、农副产品深加工等优质企业客户赴当地考察，为当地带去新的产业项目与发展契机。为进一步提升消费帮扶质效， 该行创新打造"帮扶+合作""帮扶+宣传""帮扶+帮销"等模式，制定"滑县农产品消费帮扶计划"，设立"滑县消费帮扶农产品专柜" ...

近年来，人保寿险山东省分公司深刻践行"金融为民"理念，站稳人民立场，秉承"守信重诺·人保同行"消保文化理念，积极持续构 建"大消保"格局，为民办实事，推动金融消保下沉基层、贴近民生、融入场景，切实解决金融消费者的急难愁盼问题。 一、助农兴农——助力乡村经济发展 人保寿险山东公司推出"乡约2025，幸福双向奔赴"主题活动，诚邀客户深度参与乡村发展。6月14日，潍坊中支聚焦当地特色农产 品——金太阳杏，旨在解决望留街道韩家村农户年龄较大，抢收、销售困难的问题，组织热心客户与销售人员建立采摘队，现场 采摘并认购杏子逾400斤，以实际行动，践行社会责任，助力乡村经济发展。 二、惠企利企——诚信为本，金融助企 人保寿险山东省公司继续优化金融服务，在深入调研山钢集团员工需求后，组建专属服务团队，下沉企业一线，为山钢集团员工 量身定制保险服务方案，以专业素养、高效行动与暖心服务，在山钢集团生动实践着政企合作、服务民生理念。 淄博中支携手淄博战狼城际救援团队，济南中支联合省立三院开展老年人急救知识培训及实操演练活动，救援团队讲师结合真实 案例，围绕老年人心脏病、中风等常见疾病，详细讲解突发状况识别与急救要点，重点教学心肺复苏 ...

Core Viewpoint - The company is actively addressing the card replacement challenges faced by elderly and disabled individuals by providing on-site services, enhancing customer satisfaction and demonstrating a commitment to community-focused financial services [1][2] Group 1: Service Initiative - The bank has organized a mobile financial service team to conduct on-site card replacement for the elderly and disabled, allowing them to complete the process without visiting the bank [1] - Staff members assist clients with information verification and fingerprint collection, while also addressing questions about the new social security card's functionalities [1] - The initiative has received positive feedback from clients, highlighting the importance of accessible financial services for vulnerable groups [1] Group 2: Future Plans - The bank plans to continue focusing on customer needs by optimizing service processes and innovating service models to provide efficient and warm financial services [2] - The goal is to enhance the financial accessibility, happiness, and security of the community [2]