Yongqing Rural Commercial Bank has always adhered to the service concept of "customer-centric" and taken the opportunity of "suitable for the elderly" construction to continue to pay attention to the financial service needs of elderly customers.
The bank has taken multiple measures to build a "heart-to-heart bridge" with the "small transformation" of its outlets, and helped the elderly cross the "digital divide" and share the "great happiness" of financial services with family-style and refined services. Continue to carry out the "hall micro-salon" of financial knowledge, "take the initiative to teach, timely help, and provide excellent service", pay attention to the risk gate in the hall service, adhere to the "ask more questions", and help guard the "money bag"; Carry out the publicity campaign of "financial knowledge into the countryside", vigorously popularize the prevention of telecommunication network fraud, illegal fundraising, anti-money laundering and other financial knowledge, explain the anti-counterfeiting features of the renminbi and the identification methods of counterfeit money, and effectively enhance the awareness of the elderly to prevent fraud and anti-fraud.
At the same time, carry out the "care" service in the hall to make the service for the elderly more warm. All outlets under the jurisdiction actively create "age-appropriate" scenes, set up "love stations", and bring convenience to elderly customers and people with reduced mobility by building barrier-free passages and deploying convenient facilities such as wheelchairs and reading glasses; In view of the pain points of elderly customers such as "can't see clearly", "can't find" and "difficult to type", through the printing of large-font leaflets and the upgrading of large-font interfaces of financial equipment, the elderly can also participate in financial services and share the results of financial services; Actively strengthen the skills training of employees, timely exchange zero currency and residual currency for the elderly people in need, and provide "one-to-one" guidance for elderly customers who cannot operate smartphones and smart teller machines to help them adapt to financial technology services.
In addition, the bank's 20 outlets have set up financial service teams, formulated "special care" to carry out door-to-door services on a regular basis, moved the counters to the community, moved to the countryside, and moved to the doorstep of elderly customers, so as to achieve "more errands for data, less errands for the elderly", and open up the "last mile" of financial services, so that the majority of elderly customers can experience financial services without leaving home; Give full play to the service advantages of outlets in urban and rural areas, familiar people, and rich business channels, provide elderly customers with "one-stop" financial services such as bank card loss reporting and reissuance, password modification, etc., exempt various handling fees, supporting financial products, innovate digital service methods, and create a "finance + service" model to comprehensively contribute to social development.