近日，在农行济南济北开发区支行营业厅,出现一幕暖心场景。一位头发花白的大爷，因对汇款业务流 程全然陌生，局促地站在窗口前，眼中满是无措。 这时，客服经理刘萍注意到了大爷，当即起身，来到柜台外侧。她脸上挂着亲切笑意，轻声问到："大 爷，有需要什么我帮助的吗？" 从业务单填写规范，到柜台办理注意事项，刘萍放慢语速，每讲一项， 都盯着大爷的反应，看他点头明白，才继续下一个步骤。 旁边其他工作人员，也默默关注着，随时准备搭把手。整个过程，营业厅里的忙碌依旧，却因这桩小 事，添了份温柔。十几分钟后，业务成功办理。大爷攥着回执单，眼角笑出皱纹："闺女，多亏你！"刘 萍直起腰，揉了揉发酸的肩膀，笑着回："应该的，大爷，以后您来办业务，随时找我们！" 这一幕，是农行济南济北开发区支行日常服务的片段，农行始终坚持以耐心为笔、温情为墨，书写着金 融服务里的暖人篇章，让冰冷的业务流程，化作照进每一位客户心里的光。 ...

Core Viewpoint - Nanjing Bank reported significant growth in revenue and net profit, with total revenue increasing by 11.32% to 50.273 billion yuan and net profit rising by 9.05% to 20.177 billion yuan, despite challenges in personal banking profitability [1][2]. Financial Performance - Total assets reached 2.5914 trillion yuan, an increase of 303.12 billion yuan, representing a growth of 13.25% [1]. - Total loans grew at a double-digit rate, with corporate loans at 936.204 billion yuan (up 14.86%) and retail loans at 320.194 billion yuan (up 12.75%) [1]. - Non-interest income rose to 23.646 billion yuan, a year-on-year increase of 19.98%, accounting for 47.04% of total revenue [5]. Personal Banking Challenges - Personal banking profits turned to a loss of 1.199 billion yuan, a decline of over 142% compared to the previous year's profit of 2.848 billion yuan [2]. - Operating expenses for personal banking increased by nearly 43%, from 9.616 billion yuan to 13.743 billion yuan [2]. - Net income from fees and commissions shifted from 447 million yuan to a loss of 1.059 billion yuan, a drop of over 337% [2]. Asset Quality Management - The non-performing loan (NPL) ratio for personal loans was 1.29%, a decrease of 0.21 percentage points from the previous year [3]. - The bank's strategy includes optimizing retail asset management and enhancing the quality of retail loans [3]. Investment Strategy - Financial investment scale increased by approximately 1.1 trillion yuan, with an 11% growth [4]. - Investment income was 1.318 billion yuan, down 8.08%, while fair value changes yielded 7.377 billion yuan, up 329.48% [5]. - The bank's proactive strategy involved adjusting operations to seek excess returns and managing market fluctuations effectively [6].