数字服务无障碍 尊老爱老显担当
多年来,数字青岛工行始终积极履行服务社会、服务奉献社会的无障使命职责,将全面提升服务能力作为推动自身高质量发展的碍尊动力引擎,加强对重点客群的老爱老显支持力度,着力打造“您身边的担当银行,可信赖的数字银行”品牌形象。
面对现如今金融服务数字化转型的服务大趋势,青岛工行推出“线上线下一体化”等一系列服务新模式,无障但这些新生事物却也成为了“银发一族”难以逾越的碍尊数字鸿沟。不断出现的老爱老显新操作、新服务,担当让“银发一族”们显得有些束手无策。数字
近日,服务青岛工行辖内敦化路支行大量老年客户面临卡片到期问题,无障为积极协助“银发一族”完成卡片更换工作,网点耐心向其介绍“换卡不换号”业务操作模式,借助网点工银驿站特色,安排专人对往来老年客户宣传“融e行——幸福生活版”等特色服务模式,同时开展厅堂微沙龙,为银发一族答疑解惑,获得了客户们的一致认可。在网点员工细致周到地讲解后,原本在“银发一族”眼中的洪水猛兽,变成了他们实现足不出户、家中办业务的贴心助手。
在初次尝试数字化业务办理模式的优势后,部分客户选择在休息日带上家中子女一同前来网点进行学习,针对此类情况,支行及时挑选业务技能过硬的青年员工进行统一学习,对线上“个人历史明细打印”、“个人资信证明开立”、“跨境汇款”、“外币预约取现”等一系列丰富的金融功能进行宣传推广,充分满足“银发一族”全方位金融需求。
为进一步加强老年客群的金融知识普及,提高“银发一族”对于新型网络诈骗的防范能力和维权意识,网点工作人员对“银发一族”集中开展金融知识宣讲活动。通过发放金融知识宣传单页、知识小课堂等形式,工作人员详细讲解了生活中常见的金融网络诈骗案例,引导老年客户们远离非法集资和洗钱活动,远离金融网络诈骗,守好自己的钱袋子。
客户的信赖与支持是工商银行高质量发展的压舱石,工行青岛敦化路支行充分发挥基层网点战斗堡垒作用及服务多层级客户的体系优势,在助力老年客户接受新兴业务、提高渗透率及资产留存率的同时,有效实现以客带客,实现客户年龄段由老到新的逐渐转型。截至目前,工行青岛敦化路支行已实现为周边300余户老人实现线上业务操作教学,并完成换卡不换号业务办理,真正做到让数字化金融服务在“银发一族”中看得见、摸得着,专业、高效、便捷的服务得到了一众客户的高度赞誉。
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