【大河财立方 记者 徐曼丽 通讯员 李欣】2025年，工商银行郑州分行坚定践行"金融为民"初心使命，将 消费者权益保护深度融入经营发展全链条，以机制建设为根基、风险防控为抓手、问题化解为核心、宣 教普及为支撑，全方位提升消保工作质效，切实保障金融消费者合法权益，为高质量发展筑牢消保暖心 防线。 "建机制、强管控、广宣教、促创新" 夯实消保工作根基 源头防范业务风险 夯实消保工作根基 源头防范业务风险 另外，该行将消保工作作为日常经营重点，创新设立"委屈奖"关怀一线员工。全面推广智慧消保审查系 统，从源头杜绝不适配销售、虚假宣传等问题。紧盯春节、"3·15"等重要节点，发布多期次风险提示， 开展年度专项业务检查，覆盖机制建设、消保审查等关键环节，构建前瞻性风险防控体系。 "优化投诉、精准宣教、包案接访" 提升纠纷化解效能 厚植全员消保文化 工商银行郑州分行推行分层分类处理机制，为基层减负赋能，通过实际措施提升处理质效。严格落 实"首问负责制"，畅通网点公示电话、行长热线等响应渠道，及时化解问题。聚焦重点领域强化源头治 理。积极运用新时代"枫桥经验"，引入三方调解机制，多元化解矛盾。 同时，该行围绕"3·15"、 ...

Core Viewpoint - The company is actively responding to national strategies by integrating digital technology into its operations to enhance financial security and efficiency, thereby establishing a strong foundation for becoming a financial powerhouse [1] Group 1: Digital Transformation - The company is collaborating with Huawei Cloud to build a financial-grade private cloud platform, aiming for full-stack cloud integration by 2026, which will enhance system stability, security, and scalability [2] - As of now, over 200 application systems are running smoothly on the cloud platform, covering core business areas such as policy management and solvency management [2] Group 2: Efficiency Improvement - The launch of the "Bai Xiao Sheng" app has integrated various functions to support agents, reducing the insurance application process time from 10 minutes to 5 minutes, achieving a 50% efficiency improvement [3] - The app also includes features for proactive customer engagement, enhancing the service quality and efficiency of agents [3] Group 3: Customer Service Enhancement - The "Yi Bao Tong" customer service platform has been upgraded to provide convenient online self-service for policy management, and a video service will be launched in September 2024 to assist customers remotely [4] - The average claim settlement time has been reduced to 1 hour, with a 99.98% settlement rate within 5 days, showcasing significant improvements in customer experience [4] Group 4: Risk Management - The company initiated the construction of a comprehensive risk management system in 2025, with plans to develop a front-end risk prediction model by 2026 [5] - The Risk Management Information System (RMIS) and Insurance Asset Risk Classification System (IARCS) have been established to enhance risk management capabilities [5] Group 5: Consumer Rights Protection - The AI-based consumer protection review system was launched in August 2025, which identifies potential risks to consumer rights before products and services are launched [6] Group 6: Knowledge Management - A collaboration with Tencent Cloud has led to the development of an AI-driven Q&A robot, "Bai Wen Bai Da," which will enhance information retrieval and management across various roles within the company [7] Group 7: Commitment to National Strategies - The company is actively engaging in five key areas: technology finance, green finance, inclusive finance, pension finance, and digital finance, to support high-quality economic development [8][9][10]