为深入贯彻中央金融工作会议精神，切实提升金融消 费者权益保护效能，人保寿险黑龙江省分公 司与黑龙江省银行保险业消费争议调解中心(以下简称省银保调解中心)于2025年12月11日下午成功举行 调解工作站揭牌仪式。省银保调解中心主任杨洪君、调解部临时负责人李晓林及相关人员，人保寿险黑 龙江省分公司党委委员、纪委书记、副总经理马渊、消费者权益保护部/运营客服部/信息科技部总经理 赵立杰及消保条线人员参加了揭牌仪式。 此次调解工作站的揭牌，不仅是人保寿险黑龙江省分公司与省银保调解中心深化合作的起点， 是"枫桥经验"在金融领域的具体实践，更是行业自我净化、取信于民的重要举措。双方将以此次合作为 契机，共同探索更多元、高效的金融消保合作模式，将调解工作站建设成为行业高质量发展的"枫桥样 板"。发挥化解矛盾、增进理解、促进和谐的积极作用，为优化营商环境、保护龙江消费者权益和服务 地方经济社会发展做出贡献。 会上，省银保调解中心主任杨洪君重点介绍了调解工作站的模式，强调工作站建立既是落实国家金 融纠纷多元化解机制顶层设计和监管要求的具体行动，推动金融纠纷诉源治理的重要实践，也是践行以 人民为中心的发展思想，创新机制、下沉力量 ...

转自：北京日报客户端 在金融风险交织叠加、消费者权益保护需求日益多元的新形势下，做好金融消费者权益保护工作，既是 践行金融工作政治性、人民性的集中体现，也是推动金融业高质量发展、维护首都金融市场稳定的关键 举措。杭州银行北京分行始终将金融知识普及视为消费者权益保护的"源头工程"与"民心工程"，聚 焦"一老一少一新"三大重点群体，创新探索"场景化"宣教路径，通过有温度、有创意、接地气的方式， 全方位、多层次开展金融知识宣传教育，让金融安全理念真正"活"起来、"沉"下去，为首都金融市场稳 健运行和人民群众财产安全提供坚实保障。 聚焦"一老" 暖心服务织密银发群体"防护网" 面向小学阶段，"世界读书日"当天，公益小队走进安民学校，举办"书香润童年 金融伴成长"读书分享 会。孩子们共读《金融伴我成长》，跟随卡通形象"小京"学习现金、银行卡及电子支付的使用方法，并 通过"陌生链接能不能点"等生活化场景演练，提升风险识别与自我保护能力。 老年人信息获取渠道有限、风险识别能力较弱，是金融诈骗的高发受害群体。将金融服务与孝老敬老深 度融合，杭州银行北京分行为银发群体定制 "暖心化" 防护方案。 重阳节期间，平谷支行联合绿谷新 ...

Group 1 - The core idea of the news is that Guangfa Bank's Tianjin branch is actively promoting financial consumer rights protection and enhancing financial literacy through educational activities focused on optimizing the financial consumption environment [1][3] Group 2 - During the event, the bank's team engaged with small business owners and new citizens, providing professional interpretations of personal information protection, and educating them on topics such as telecom network fraud, illegal fundraising, and consumer rights protection [1] - The initiative aims to improve the public's understanding of financial knowledge and their awareness of rights protection through interactive consultations and discussions on hot financial issues and typical cases [1] Group 3 - Moving forward, Guangfa Bank's Tianjin branch plans to strengthen compliance operations and consumer financial education, integrating the concept of "safe consumption" into the entire credit card service process [3] - The bank aims to enhance its image as a socially responsible financial institution, further bridging the gap with financial consumers and improving customer satisfaction and brand recognition [3]

近年来，厦门农商银行坚持"以人民为中心"的发展理念，以建设"大消保"工作体系为目标，致力于服务社会发展与人民群众日益增长的美好生活需要，扎 实推进金融消保各项工作，推动金融高质量发展。 耐心消解误会 细心守护财安 从化解"存款失踪"的误会，到及时劝阻"保健品"骗局，厦门农商银行用耐心和细心，把金融消保的温暖送到了群众心坎上，也让吴奶奶和家属实实在在感 受到了"守护钱袋子"的安心与放心。 暖心笃行服务 筑牢消保根基 切实保护金融消费者合法权益，以共情共鸣传递金融服务温度，积极解决广大群众在金融消费过程中的"急难愁盼"问题，此类案例在厦门农商银行还有很 多很多。 今年，在强化消保工作履职、健全消保制度体系、完善消保工作机制的基础上，厦门农商银行深入开展内部消保培训工作，包括对分管行领导、部门负责 人及消保专员开展培训，营销经理专场培训、新员工消保培训等，持续增强全员的金融消保意识与工作能力。 为保障消费者受教育权，厦门农商银行还构建完善常态化教育宣传机制，积极开展"五进入"活动，通过实地走访、现场交流、专题知识讲座、线上发布图 文视频等形式，广泛宣传金融政策和知识。同时，根据监管部署，组织集中教育宣传，积极开展" ...

Core Viewpoint - The importance of legal construction in the financial industry is emphasized as a core force supporting high-quality development, with a focus on integrating legal principles into business management and risk prevention [1][4]. Group 1: Legal Framework and Compliance - The central financial work meeting highlights the need to strengthen financial legal construction and advance legislation in key and emerging areas to safeguard the financial sector [1]. - Agricultural Bank of China has been enhancing compliance management mechanisms and integrating legal education into leadership assessments to foster a culture of lawfulness [2]. - Minsheng Bank in Chongqing has established a leadership group to oversee legal construction, ensuring alignment with business development [3]. Group 2: Risk Prevention and Management - Legal principles are viewed as the first line of defense in risk management for commercial banks, marking a significant shift towards prioritizing compliance over mere profitability [4]. - Minsheng Bank's Zhengzhou branch emphasizes the importance of legal compliance in all business processes, implementing strict controls to ensure adherence to legal standards [4]. Group 3: Consumer Protection and Public Awareness - The financial industry is committed to protecting consumer rights, reflecting its political and social responsibilities, and actively engages in public education to enhance awareness of legal rights [7]. - ICBC's Suzhou branch conducts public legal education activities to inform the community about financial safety and consumer rights protection [7]. - Construction Bank's branch in Guangdong participates in public campaigns to expose illegal financial activities and educate the public on potential risks [8].

Group 1 - Financial consumers have the right to safety guarantees for their personal and legal property during the purchase of financial products and services [1] - Banking and insurance institutions must strictly differentiate between public and private asset management products and rigorously review investor qualifications [1] - Asset management product managers should enhance their fiduciary responsibilities and perform their management duties with integrity and caution [1] Group 2 - The Zhejiang Investor Education Base promotes the principle of "communication creates value" and focuses on interactive investor relations [1] - The base actively explores the "Internet + investor education" model through a combination of online and offline services to make investor education accessible [1]

Core Perspective - The establishment of the "Happiness Station" by CITIC Bank's Shenzhen branch aims to enhance financial services for the community, particularly focusing on consumer rights protection and social responsibility [1][5]. Group 1: Services for the Elderly - The "Happiness Station" targets the financial service needs of the elderly, emphasizing "suitable, protective, and warm" services, supported by a comprehensive service mechanism [2]. - Facilities include convenient service cabinets, wheelchairs, and specially designed waiting areas, along with smart counters that assist elderly customers with larger font displays and one-on-one guidance [2]. - Health monitoring equipment, such as blood pressure monitors, is available, creating a "finance + health" service matrix [2]. Group 2: Community Convenience Services - The station operates under the principle of addressing small and practical matters, leveraging CITIC Bank's basic financial services to create a comprehensive community service network [4]. - It provides standardized services for outdoor workers, including hot water, seating, emergency medical kits, reading corners, and basic financial services [4]. - A 24-hour self-service area is available for cash deposits, withdrawals, and account inquiries, catering to the financial needs of outdoor laborers during non-working hours [4]. Group 3: Financial Education and Consumer Protection - The "Happiness Station" serves as a dual platform for consumer rights protection and business outreach, integrating financial education resources and business advantages [5]. - Regular financial education activities and community outreach programs are conducted to enhance fraud awareness and protect financial assets [5]. - The station collaborates with educational institutions to promote financial knowledge among students and offers financial service packages for small business owners [5]. Group 4: Future Development and Community Impact - The operation of the "Happiness Station" reflects a commitment to political and people-oriented financial work, transforming banking advantages into effective community services [5]. - CITIC Bank plans to optimize service offerings based on community needs, positioning the station as a benchmark for community service, a safeguard for financial security, and a link for community co-construction [5].

Core Viewpoint - Hangzhou Bank's Shenzhen branch has developed a comprehensive financial education initiative aimed at enhancing public financial literacy and consumer rights protection through innovative and interactive methods [4][5][11]. Group 1: Financial Education Initiatives - The Shenzhen branch has transitioned from a one-way financial knowledge dissemination model to a two-way interactive approach, significantly improving public financial literacy and creating a model known as "Hangyin Experience" [5]. - The branch has established a "Financial Promotion Community" by collaborating with local government, police, and media to enhance financial knowledge dissemination through various community activities [6][7]. Group 2: Innovative Educational Methods - The branch has implemented immersive educational environments, such as transforming subway stations into financial safety classrooms, reaching over 310,000 commuters daily [6]. - Interactive and gamified experiences, like "knocking down financial traps" bowling and "anti-fraud knowledge challenges," have been introduced to engage citizens and enhance retention of financial knowledge [7]. Group 3: Targeted Educational Programs - Customized solutions are provided for different demographic groups, including elderly care programs and youth financial literacy initiatives, addressing specific needs and knowledge gaps [8]. - Services for expatriates include bilingual financial guides and convenient currency exchange options, showcasing the branch's commitment to inclusivity and international service standards [8]. Group 4: Comprehensive Communication Strategy - A dual-channel communication network has been established, integrating online and offline platforms to ensure widespread access to financial education [9][10]. - The branch has created engaging online content, such as short videos explaining consumer rights, and established physical touchpoints in communities to facilitate easy access to financial information [10]. Group 5: Future Outlook - The Shenzhen branch aims to continue enhancing its financial consumer rights protection efforts, focusing on innovative and community-oriented educational methods to foster a harmonious financial ecosystem [11].

Core Viewpoint - The recent Fourth Plenary Session of the 20th Central Committee of the Communist Party of China approved the "Suggestions on Formulating the 15th Five-Year Plan for National Economic and Social Development," emphasizing the importance of improving people's livelihoods and promoting common prosperity, which will guide the country's development for the next five years [1] Group 1: Financial Services and Elderly Care - The aging population in China is driving a growing demand for diverse and multi-level elderly care services, making the elderly care industry a new economic frontier [2] - The Beijing branch of China Everbright Bank is leveraging the "financial + industry" synergy of the Everbright Group to create a comprehensive elderly financial service ecosystem, focusing on a service system, dedicated outlets, and innovative products for the elderly [2] - As of the end of September, the Beijing branch has issued 116,000 third-generation social security cards, with 97,000 issued this year, and has opened 127,000 personal pension accounts with a total deposit of 230 million yuan [3] Group 2: Specialized Services for the Elderly - The Beijing branch has launched seven exclusive services for elderly customers, including dedicated service windows and personnel, as well as specialized activities and materials [3] - The "Simplified Love Version" mobile banking app has been introduced to cater to elderly users, featuring larger fonts and simplified navigation to enhance usability [4] Group 3: Fraud Prevention and Consumer Protection - The bank has implemented a proactive approach to consumer protection, focusing on educating vulnerable groups such as the elderly about financial risks and fraud prevention [7] - A recent incident involved the successful recovery of over 31,000 yuan for an elderly customer who fell victim to a telecom scam, showcasing the bank's commitment to safeguarding customer assets [6] Group 4: Payment Convenience and Cash Services - The Beijing branch has improved cash payment environments by educating taxi drivers about the legal status of cash and providing them with cash exchange services [8] - The bank has also facilitated the exchange of over 30,000 coins for a local customer, demonstrating its commitment to addressing cash-related challenges for its clients [9] Group 5: Emergency Financial Services - During severe weather events, the bank has shown its dedication to customer service by providing on-site assistance to clients unable to visit branches due to flooding [11][12] - The bank has established a comprehensive emergency response plan to ensure service continuity and customer safety during extreme weather conditions [12]

颁奖词 金融为民，消保先行。践行以人民为中心的发展思想，积极向金融消费者普及金融知识、倡导理性消费 观念，提升社会公众金融素养，助力推进行业诚信文化建设，营造和谐健康金融环境，彰显金融服务的 社会价值。 中国邮政储蓄银行股份有限公司深圳分行 杭州银行股份有限公司深圳分行 中国平安人寿保险股份有限公司深圳分公司 中国人寿保险股份有限公司深圳市分公司 平安理财有限责任公司 获奖理由 中国工商银行股份有限公司深圳市分行 工行深圳市分行践行"金融为民"理念，聚焦"一老一少一新"重点群体，构建"线上+线下"全域宣传网 络，触达2700余万人次。创新"消保+传统文化"模式，打造线上多元宣传矩阵，深化线下"五进入"服务 与场景化教育，提升消费者素养与防风险能力，彰显社会责任。 获奖机构 中国工商银行股份有限公司深圳市分行 中国建设银行股份有限公司深圳市分行 中国建设银行股份有限公司深圳市分行 建行深圳市分行将消费者权益保护作为新金融实践核心。制定2023—2025年专项工作规划，确立行业标 杆发展愿景，把消保理念贯穿业务全链条全流程。秉持金融为民、消保利民理念，以新思维新举措优化 服务体验，为金融强国建设和经济社会高质量发 ...