一、案例经过 近日，一位面露难色的年轻宝妈拿着工商银行的宝贝成长卡来到工行南通悦来支行，提出要办理亲情账 户换绑业务。由于家庭内部原因，客户急切地想将孩子宝贝成长卡的亲情账户从孩子父亲的手机银行换 绑至孩子母亲的手机银行。由于前期已在家多次尝试均显示绑定失败，于是携带相关证件前来我行线下 网点办理。 了解到这一问题后，客户经理第一时间安抚客户的情绪，耐心听取客户的诉求，积极查询具体情况。由 于该类业务非常少见，客服经理在前台交易中一时难以找到问题根源，后尝试在我行内部应用中查询， 迅速明确应将关系类型从"母子（女）关系"更改为"被监护人与监护人"。客服经理清晰且耐心向客户解 释后，依据远程指引分别上传远程授权申请书、监护人同未成年人的联网核查以及亲属关系证明。最后 在大堂经理的协助下，客户再次尝试后最终显示绑定成功，圆满解决客户亲情账户换绑的难题。 二、案例分析 本案例的难题解决，展现了该客服人员在面对小众复杂业务时的专业素养和灵活应对能力，通过与客户 的及时有效沟通，同时积极提出借助内部应用系统主动找寻难题的解决方案，不仅提升了客户的满意 度，也为今后处理类似情况积累了宝贵经验。整个过程反映出在工行金融科技 ...

Core Viewpoint - The Dali branch of the Industrial and Commercial Bank of China (ICBC) has been recognized as a "National Civilized Unit," reflecting its commitment to serving the local community and promoting cultural heritage through financial services [1][2]. Group 1: Civilized Creation and Social Responsibility - The Dali branch integrates the cultivation and practice of socialist core values into its daily operations, fostering a positive atmosphere of virtue and excellence [2]. - The branch has received multiple accolades, including the National Financial Labor Award and recognition as a Model Workers' Home, showcasing its commitment to employee welfare and excellence [2]. - A number of exemplary figures have emerged from the branch, enhancing team cohesion and driving high-quality development [2]. Group 2: Financial Contributions and Innovations - The Dali branch has established a "Five Major Articles" work mechanism to support local economic initiatives, focusing on key sectors such as energy, transportation, and manufacturing [3]. - The branch ranks second in loan growth among peers, with a significant increase in loans for strategic emerging industries and green finance initiatives [3]. - Since 2009, the branch has invested a total of 1.474 billion yuan in environmental protection efforts, particularly for the Erhai Lake [3]. Group 3: Community and Elderly Services - The Dali branch prioritizes community service, enhancing financial services for the elderly and providing over 1,000 personalized services [4]. - The branch has developed platforms to assist migrant workers, ensuring they have access to essential banking services [4]. - Innovative financial products for youth, such as the "Mengwa Card" and "Baby Growth Card," have been introduced to support financial literacy among children [4]. Group 4: Philanthropy and Environmental Initiatives - The Dali branch has engaged in significant philanthropic efforts, donating a total of 1.22 million yuan to support poverty alleviation and rural revitalization [5]. - Employees have participated in over 100 volunteer activities, contributing approximately 300 hours to community service [5]. - The branch actively promotes environmental protection through various initiatives, including the "Three Cleanups" campaign in the Erhai Lake basin [5].