拿着新存折，客户脸上露出了满意的笑容，她感慨道："真的是太谢谢你们了，本来还想回老家换折子 的，没想到在这里成功换好了，每个月拿退休工资也更加方便了，你们工作效率高，服务好，以后我就 是工行的客户了！" 这张薄薄的本子，不仅仅是金融服务仍在持续的凭证，更是两家银行深度融合的见证。作为基层行，我 们要积极做好业务的承接办理，高效应对，妥善处理，以实际行动履行大行担当，做好服务的升级、信 任的延续。 江南时报讯 11月26日下午，客户张女士手握锦州银行活期存折，神情焦虑地来到南通北大街支行，咨 询锦州银行活期存折换折事宜。客户表示，自己曾是锦州银行的忠实客户，现在南通定居，对于原有活 期存折能否更换以及存折上的钱如何支取存在顾虑。 面对客户的顾虑，大堂经理一边耐心地跟安抚客户，解释工行收购承接锦州银行，原锦州银行的卡继续 有效，存折更换为工行标准凭证后可继续使用，业务不受影响，一边向网点现场主管汇报。 首次处理锦州银行存折换折业务，网点谨慎接待，积极应对。为确保万无一失，网点立即向支行咨询该 类业务的处理流程和远程授权相关事宜，预先熟悉远程授权常用交易受理审核指引，了解变更流程、凭 证要素等要求。业务处理时，客服 ...

Core Points - The successful interception of a potential fraud case targeting an elderly customer demonstrates the bank's commitment to financial consumer protection and safeguarding clients' assets [1][2] - The incident involved a 70-year-old woman attempting to withdraw 30,000 yuan for purchasing health products, which raised suspicions among bank staff [1] - The bank's proactive measures included verifying the customer's intentions and educating her about common fraud tactics, ultimately preventing a financial loss [1][2] Summary by Sections - **Incident Description** - A 70-year-old customer, Ms. Dong, attempted to withdraw 30,000 yuan for health products, which prompted bank staff to investigate further due to the lack of knowledge from her family [1] - The bank staff recognized the signs of potential elder fraud during the verification process and initiated a risk interception protocol [1] - **Response and Actions Taken** - The bank staff slowed down the transaction under the pretext of needing to register the purpose of the large withdrawal, allowing time for further investigation [1] - The lobby manager engaged Ms. Dong in a conversation about health products, guiding her to verify the legitimacy of the product, which turned out to be unapproved and potentially fraudulent [1] - **Outcome and Follow-Up** - Ms. Dong realized she was on the verge of falling victim to a scam and expressed gratitude for the bank's intervention, which saved her 30,000 yuan [1] - The bank's management followed up with Ms. Dong and her family to reinforce the importance of being cautious about financial transactions and recognizing potential scams [1][2] - **Future Commitment** - The bank plans to continue enhancing its fraud prevention measures and integrating anti-fraud knowledge into daily services, ensuring that financial services provide a secure environment for customers [2]