此案例生动诠释了工行"以客户为中心"的服务理念。在日常工作中，银行员工应始终将客户需求置于首 位，特别是对老年、残障等特殊群体客户，更需主动提供关怀与便利，积极运用绿色通道、上门服务、 远程咨询等多种方式满足其金融需求，以实际行动落实"您身边的银行，可信赖的银行"的郑重承诺。 江南时报讯 近日，九旬高龄的张奶奶前往南通外滩支行办理现金支取业务。客服经理在提示其输入密 码时，老人翻遍口袋和随身携带的小包，均未能找到记录密码的纸条，情绪焦急地表示纸条已遗失。 客服经理见状立即进行安抚，查看存折发现账户户主非本人。张奶奶表示存折是其丈夫的，他们老两口 年事已高、记忆力衰退，记不清密码，只能依靠纸条记录密码信息。客服经理再次询问其丈夫是否可亲 临网点办理密码重置，张奶奶摇摇头，潸然泪下，告知丈夫因中风长期卧床，行动不便。 客服经理及大堂工作人员立即安抚老人情绪，承诺"问题一定能够解决"，迅速将这一情况报告网点主 任。网点主任得知后，当即决定启动特殊服务流程，安排两名工作人员提供上门核实服务。 天气炎热，为避免张奶奶在返家途中身体不便，工作人员驱车带老人家回家，高效完成了亲自核实、亲 见签名、身份与意愿核实工作。回到网 ...

Core Insights - The article highlights a successful intervention by the staff of the CCB Jinan Longquan Building branch, who prevented a customer from falling victim to a scam by intercepting over 300,000 yuan in fraudulent funds [1][2] - The incident showcases the effectiveness of the "police-bank cooperation" mechanism in combating fraud and emphasizes the importance of staff training and risk awareness in financial institutions [2] Summary by Sections - **Incident Description** - A customer attempted to withdraw 40,000 yuan, claiming it was needed for a child's wedding, despite having already withdrawn significant amounts from multiple bank branches [1] - Staff noticed unusual loan records on the customer's salary card, raising suspicions of potential fraud [1] - **Staff Response** - The staff employed a strategy to delay the transaction while assessing the situation, maintaining communication with the customer to prevent the scammers from realizing the intervention [1][2] - They activated the branch's anti-fraud emergency mechanism and reported the situation to the police through the "police-bank cooperation" platform [1] - **Outcome** - Upon the arrival of anti-fraud police, a thorough analysis of the funds was conducted, leading the customer to recognize the scam [2] - The incident exemplified the branch's commitment to customer safety and the effective operation of the anti-fraud mechanism [2] - **Future Actions** - The bank plans to deepen cooperation with law enforcement to strengthen fraud prevention measures and protect customers' financial security [2]