记者梳理发现，金融行业在响应人口老龄化、提升老年群体金融服务体验方面持续发力，近年来多个省 份已结合实际陆续发布地方性团体标准，推动形成覆盖城乡的适老服务体系。此次我省团体标准制定过 程中，中国人民银行河南省分行依托河南省金融学会，聚焦老年群体存在的支付痛点，发放支付服务适 老化调研问卷近2万份，收集省内银行网点从业人员、老年客户等群体意见建议500余条，探索以系统 性、标准化设计，推动支付服务适老化工作从政策要求转化为可操作的实践路径，确保该《指南》既符 合政策导向，又契合支付供给实际。 中国人民银行河南省分行相关负责人表示，将推动辖内银行业金融机构统一思想、积极响应，进一步优 化适老支付服务供给，为银发经济高质量发展注入金融动能。（记者 李鹏） 责任编辑： 王苑 1月5日，记者从中国人民银行河南省分行获悉，我省正式发布团体标准《河南省银行业金融机构适老支 付服务工作指南》（以下简称《指南》），旨在通过标准化引领，推动辖内银行业金融机构规范开展支 付服务适老化建设，帮助老年群体跨越"数字鸿沟"，全面提升支付服务的可得性、便利性、包容性和安 全性。 据了解，《指南》涵盖9个部分、16项二级指标、10项三级指标 ...

Core Viewpoint - China Merchants Bank is enhancing its services for elderly customers through a comprehensive and empathetic approach, focusing on creating a warm and accessible banking environment while ensuring financial security and convenience for this demographic [1][2][3][6][7]. Group 1: Service Enhancement Initiatives - The bank has launched the "Warmth in the Elderly" service system, which aims to provide tailored and thoughtful financial services to elderly clients, ensuring their needs are met with care and precision [1]. - Physical upgrades in bank branches include the provision of essential facilities such as reading glasses, hearing aids, wheelchairs, and blood pressure monitors, creating a more accessible environment for elderly customers [2]. - The implementation of an "Elderly Radar" system helps staff identify elderly clients automatically, ensuring they receive timely assistance [2][3]. Group 2: Staff Training and Development - The bank emphasizes the importance of training staff to understand and assist elderly clients effectively, introducing courses and initiatives that foster empathy and practical skills [3]. - Regular evaluations and recognition programs, such as the "Silver Service Star," motivate employees to excel in providing elderly services [3]. Group 3: Customized Service Processes - The bank has developed streamlined processes for elderly clients, including emergency services and personalized assistance for urgent needs, ensuring a quick and compassionate response [4][5]. - Special service cards are provided to elderly clients, detailing transaction information and contact details for easy reference, enhancing their financial memory [5]. Group 4: Financial Security and Education - The bank actively engages in community education to protect elderly clients from financial fraud, using interactive methods to teach them about scams and safe banking practices [6]. - Cultural activities are integrated into financial education, making learning about financial safety more engaging and accessible for elderly clients [6]. Group 5: Long-term Service Sustainability - A closed-loop management system is in place to continuously improve elderly service standards, ensuring that the warmth and quality of service are maintained over time [7]. - The bank collects and analyzes feedback from elderly clients to refine services and address any shortcomings, fostering a culture of continuous improvement [7].

Core Insights - The bank has initiated the construction of age-friendly service points, focusing on customer-centric service and adhering to policies for creating suitable environments for elderly clients [1][2] - The bank has implemented various infrastructure upgrades and innovative service models to enhance professional services for the elderly [1] - The bank is actively addressing the digital divide by retaining traditional service channels while providing specialized assistance for elderly customers [1][2] Group 1 - The bank has installed non-slip flooring, accessible ramps, and handrails to eliminate safety hazards in service points [1] - Special low-height counters, reading glasses, magnifying glasses, and wheelchairs have been provided to cater to elderly clients [1] - The waiting area features ergonomic seating and a "Respect for the Elderly Station" offering hot water and emergency supplies [1] Group 2 - A "Green Window for Elderly Services" has been established to prioritize elderly customers, with dedicated staff providing one-on-one guidance [1][2] - The bank conducts "Silver Hair Classes" to educate elderly clients on mobile banking and fraud prevention [1][2] - Home service options are available for elderly clients who are immobile, allowing them to access basic banking services through phone appointments [2] Group 3 - The bank has launched age-friendly online forums to enhance wealth management services, recognizing the growing financial needs of the elderly [2] - Tailored financial service plans are developed based on the specific asset management and value preservation needs of elderly clients [2] - The bank aims to simplify and make financial services more accessible, ensuring that elderly customers feel the bank's commitment and professionalism [2]

Core Insights - The article highlights the special measures taken by the Industrial and Commercial Bank of China (ICBC) to ensure a smooth and efficient service experience for elderly clients during the monthly pension distribution day, which sees a significant increase in customer traffic [1][2][3] Group 1: Service Measures - The bank implements a proactive strategy by opening two dedicated service windows and deploying flexible staff to manage peak customer flow, ensuring that there are always enough service points available [1] - Clear signage and designated areas for elderly clients are established to facilitate smooth movement and reduce crowding, along with ample seating for waiting customers [1][2] - Security personnel are present to maintain order and ensure a safe environment for all clients [1] Group 2: Digital Empowerment - The bank sets up a "Mobile Banking Micro Classroom" in the waiting area, where young employees provide on-the-spot demonstrations of mobile banking features to elderly clients [2] - Volunteers offer one-on-one assistance to help seniors navigate digital banking services, promoting accessibility and comfort with technology [2] Group 3: Customer Care - The bank provides age-friendly facilities such as reading glasses, magnifying glasses, and first aid kits, along with comfortable seating arrangements [2] - Staff actively engage with clients, offering timely assistance and refreshments to alleviate any anxiety during waiting periods [2] - Detailed emergency plans are in place to address any health issues that may arise among elderly clients, ensuring their safety and well-being [2][3] Group 4: Commitment to Service - The bank's efforts on pension distribution days exemplify its commitment to being a reliable and trustworthy financial institution, reinforcing its social responsibility and dedication to serving the community [3]

Group 1 - The core idea of the article is that Minsheng Bank's Weifang Changyi branch organized a financial literacy event for elderly individuals in a community park, focusing on interactive learning to enhance their understanding of financial safety [1][3][4] - The event included hands-on activities where staff taught seniors how to identify counterfeit bank documents and provided scenarios to recognize common scams, emphasizing the "three no principles" of not being greedy, not transferring money easily, and consulting others [3][4] - Participants received a "Financial Rights Protection Manual" containing practical case studies and contact information for the bank's fraud hotline, which aims to empower seniors with knowledge and resources for financial safety [3][4] Group 2 - This initiative is part of Minsheng Bank's commitment to "age-friendly financial services," with plans to regularly conduct "Financial Safety in the Community" activities to raise awareness among seniors about financial risks [4] - The bank aims to provide customized and scenario-based promotional services to help elderly individuals protect their retirement funds and ensure that financial services enhance their quality of life [4]

Core Viewpoint - The aging population in China necessitates enhanced financial services for elderly clients, which has become a significant responsibility for banking institutions. The company aims to optimize service environments and extend service reach while promoting financial education to improve accessibility and satisfaction for elderly customers [1]. Group 1: Infrastructure Improvements - The company has established barrier-free access at all 31 branches, featuring ramps and handrails to assist elderly clients with mobility issues. Facilities such as comfortable seating, reading glasses, wheelchairs, and convenience medicine cabinets have been installed to provide thoughtful and convenient financial services [2]. Group 2: Service Extension - To address the challenges faced by elderly clients and individuals with disabilities who cannot visit branches, the company has formed mobile financial service teams equipped with mobile devices to provide on-site assistance. These teams assess the actual needs and preferences of elderly clients to offer tailored services, effectively bridging the "last mile" in financial service delivery [3]. Group 3: Financial Education Initiatives - The company focuses on educating elderly clients about payment conveniences, teaching them to use self-service devices like smart teller machines and encouraging the transition from passbooks to bank cards. Various outreach methods, including informational displays, videos, and community engagement, are employed to raise awareness about cash payments, mobile banking, anti-counterfeiting measures, and fraud prevention, thereby enhancing financial safety for the elderly [4]. - The company plans to continue fulfilling its social responsibility by deepening elderly-friendly financial services, paying attention to the financial needs of older clients, and improving service processes and quality [4].

Group 1 - The core idea of financial consumer protection is "tailored education," focusing on the financial knowledge needs of different demographics, particularly the elderly [1] - Minsheng Bank has established a precise education system that covers all age groups and scenarios, aiming to enhance financial literacy among the elderly [1] - In Shenyang, Minsheng Bank's branch has successfully conducted financial education classes for seniors, receiving positive feedback for its interactive teaching methods [1] Group 2 - Minsheng Bank recognizes the unique needs of elderly customers and has implemented "age-friendly + scenario-based" services to create a supportive financial service ecosystem [2] - The Xiamen branch has integrated pension financial services with community life, positioning itself as a "good neighbor" in the community since 2013 [2] - The Xiamen branch has made significant adaptations for elderly customers, including barrier-free access and personalized service, enhancing the overall customer experience [2] Group 3 - The Xiamen branch has launched the "Leisure Age Finance" service brand, offering a variety of financial and non-financial services to improve the quality of life for elderly clients [3] - In Shantou, Minsheng Bank has set up "love windows" in all branches to provide specialized services for elderly and disabled customers, ensuring they receive personalized assistance [3] Group 4 - The Shantou branch has organized community health services, such as traditional Chinese medicine and eye clinics, to enhance residents' health awareness and satisfaction [4] - Staff at the Puning branch effectively assisted a hearing-impaired customer using AI subtitle tools, demonstrating the bank's commitment to providing accessible and warm financial services [4]

Core Viewpoint - Agricultural Bank of China (ABC) is enhancing its services for elderly customers, focusing on personalized and compassionate assistance during banking processes [1][2][3][4] Group 1: Customer Experience - A senior citizen praised the attentive service provided by ABC staff while replacing a social security card [1] - The staff proactively assisted the elderly customer by facilitating wheelchair access and providing a comfortable environment [2] - The entire process was smooth, with staff members collaborating effectively to ensure the elderly customer felt supported and understood [2][3] Group 2: Service Improvements - ABC's Jinan branch has implemented age-friendly modifications across all its outlets, including the establishment of barrier-free access and the provision of tools like wheelchairs and reading glasses [4] - The bank has created green service channels for individuals with mobility challenges, aiming to reduce wait times and enhance the overall banking experience [4] - ABC is committed to regular home service initiatives to address urgent customer needs, demonstrating a strong sense of responsibility and care in its financial services [4]

Core Viewpoint - The article emphasizes the importance of integrating financial services for the elderly into the broader societal framework, highlighting the need for banks to enhance their services and products tailored to older adults [1] Group 1: Integration of Traditional and Smart Services - Banks are encouraged to improve traditional financial services while enhancing online service accessibility for elderly customers [2] - Initiatives include setting up dedicated service windows and providing specialized equipment like magnifying glasses and blood pressure monitors to facilitate in-branch transactions for seniors [2] - Online services are being optimized with dedicated customer service for elderly clients and portable smart service terminals to extend financial services to those unable to visit bank branches [2] Group 2: Product Supply and Service Enhancement - Banks are urged to develop more financial products that cater to the conservative risk preferences and stable investment needs of older adults [3] - Examples include regular updates to product offerings such as savings accounts, low-risk investment products, and insurance tailored for elderly clients [3] - Additional services include improving payment product convenience and offering fee waivers for account opening and annual fees to enhance value for elderly customers [3] Group 3: Regulatory Guidance and Industry Participation - The financial regulatory body is reinforcing the need for banks to enhance their awareness and capabilities in providing age-friendly services [4] - Banks are actively engaging in financial education initiatives aimed at older adults, focusing on risk prevention and financial literacy [4] - Training programs for bank staff are being implemented to improve service quality and emergency response capabilities when assisting elderly clients [4]

Core Viewpoint - The company is committed to enhancing financial services for the elderly, focusing on addressing their specific needs and challenges in insurance services [1] Group 1: Service Improvements - The company has improved service levels to better assist elderly clients, ensuring they feel cared for and understood [1] - A recent case highlighted a staff member assisting an elderly client who struggled with technology, demonstrating the company's dedication to personalized service [1] Group 2: Accessibility Enhancements - The company has implemented various facilities such as love seats, reading glasses, wheelchairs, and first aid kits to make the service environment more accommodating for elderly clients [1] - A dedicated "green channel" has been established to prioritize elderly clients, reducing their waiting time for services [1] Group 3: Technology Support - The company provides guidance and support for elderly clients in using mobile applications, ensuring they can complete transactions safely and efficiently [1] - Staff members are trained to be proactive and patient, particularly in assisting elderly clients with technology-related tasks [1]