Bank staff serve the elderly attentively.
Elderly Love Station
self-service equipment has a simple interface for the convenience of the elderly.
Green Window for the Elderly
Text and pictures/Guangzhou Daily All-Media Reporter Yu Ganyong Correspondent Chen Xinke
In recent years, the number of elderly people in our country has grown rapidly. Many elderly people do not know how to access the Internet or use smartphones. Intelligent services not only cannot It brings convenience to their travel, medical treatment, consumption, etc., and even becomes a " digital divide " standing in front of them. Therefore, it is very urgent to effectively provide financial services for the elderly.
In order to promote the standardization of financial services for the elderly, with the support and guidance of the Guangzhou Branch of the People's Bank of China, the Zhaoqing Central Branch of the People's Bank of China, together with the local Health Bureau, Financial Bureau, and China Banking and Insurance Regulatory Bureau, promoted the Zhaoqing Financial Consumer Rights Protection Federation to jointly promote Member units recently released the "Zhaoqing Bank Branches' Aging-Adapted Construction Standards." It is understood that this standard is the first aging-friendly construction standard for bank branches in Guangdong Province. As of the end of May, Zhaoqing banking institutions had built a total of 17 service outlets for the elderly of various types, 6 of which were rated as "Zhaoqing Financial Service Demonstration Outlets for the Elderly".
A two-pronged approach allows elderly customers to get on the “digital express”
The "Zhaoqing Bank Business Outlets Construction Standards for Aging" (hereinafter referred to as the "Standards") starts from the needs of aging-friendly transformation and service improvement of bank business outlets, and proposes infrastructure construction and service provision. , emergency response, protection of the rights and interests of the elderly and popularization of financial knowledge among the elderly. The "smart + traditional" two-pronged approach is to retain traditional services and innovate intelligent services in the same direction, and to allow elderly customers to get on the "digital express" At the same time, it will maximize the needs of elderly customers for traditional services, promote the development of financial services for the elderly in a standardized direction, and allow elderly customers to better enjoy equal and inclusive financial services.
The "Standards" also propose that the main responsibilities of banking institutions should be consolidated from the institutional level, regular or irregular evaluations should be carried out on the standardization of aging services at branches, and continuous improvement of services should be promoted.
At present, all bank branches in Guangdong Province have taken measures to provide special services to the elderly to varying degrees, but many of them remain in the spontaneous stage, are relatively random, lack systematicness and comprehensiveness, and are not suitable for the aging of bank branches. Zhaoqing City is at the forefront of the province in implementing unified and standardized management of construction standards.
A person in charge of a bank said that it is not difficult to implement these aging-friendly measures. It only requires a small amount of investment and modification in hardware and adding some supplies for the elderly. The difficulty in implementation lies in the complete change of thinking of bank employees. concepts, overcome irritability and impatience, firmly establish the awareness of serving the elderly sincerely and like one's own parents, and implement the various provisions of the standards, so as to provide warm and thoughtful financial services to the elderly.
Detailed and comprehensive "adaptation and assistance for the elderly" runs through daily business
The content of the "Standard" is very comprehensive. For example, in terms of hardware facilities, bank branches must carry out a number of aging-friendly construction and renovations, including but not limited to:
1. should be set Barrier-free passage makes it convenient for the elderly to enter and leave the business hall;
2. In rainy and snowy weather, anti-slip mats should be laid out in time and signboards carefully placed;
3. Special love seats can be set up to facilitate elderly customers to sit and fill in orders;
4 .It can be convenient for elderly customers to handle business by providing a caring window or priority calling, placing a magnifying glass and a large-print business guide;
5. Smart service mobile terminals should be modified according to the behavior and habits of elderly customers, and large-print operations should be posted. Guide, you can use ID card, /bank card and other information or face recognition to automatically access the aging-friendly operation interface. The interface should be displayed in large fonts, add mandarin and local language voice auxiliary guidance and transfer risk warning;
6. should be on the mobile phone APP or online banking and other online processing terminals develop Mandarin and Cantonese voice assistant functions and "simplified version" switching functions. The simplified version function meets the requirements of the above mobile terminals;
7. Provide no less than 4 care items: reading glasses , Magnifying glasses, medical kits, wheelchairs, rain gear, storage cabinets, drinking fountains, etc.;
8. It is appropriate to load convenience and benefit services such as accepting urban and rural medical insurance payments onto the convenience service terminals to enrich the "helping the elderly" services at rural convenience service points content. In terms of service construction,
proposed that we should pay attention to the call situation at the counter and promptly remind the waiting area of the call situation; while ensuring the safety of receiving money, elderly customers can be guided into the business hall to wait before the official opening; a business consultation desk can be set up to Equip volunteers, business guides or lobby managers to implement the first-asker responsibility system, and designate dedicated people to provide "one-to-one" service links such as reception, guidance, assistance, and consultation; personnel providing consulting services should use plain and easy-to-understand language, If possible, arrangements can be made to use local dialects for communication; traditional financial service media such as passbooks, deposit certificates, etc. should be retained, cash services should be optimized, and cash deposits, withdrawals, and exchange services for the elderly should be done well.
In addition, when providing financial management services to the elderly, it is necessary to fully understand the risk tolerance of the elderly customers, do a good job rating of the customers, explain the rating terms in detail, and confirm that the elderly customers understand it before proceeding; it is appropriate to use popular language to introduce products and sales products, try to avoid industry terminology, and it is not appropriate to introduce and sell high-risk financial products to elderly customers; when providing door-to-door services to the elderly, various preparations should be made and the transaction can be completed in one go.
In terms of management mechanism, "adapting and helping the elderly" should be integrated into daily business work, and service work should be included in service assessment.
Case
Zhaoqing First Elderly Bank:
Vigorously promote the caring version of mobile banking
Guangfa Bank Xinghu Branch, located to the west of Qixingyan Scenic Area in Zhaoqing, is the first "elderly bank" in Zhaoqing. It strives to build a demonstration outlet for financial services for the elderly. Elderly customers are provided with "safe, comfortable, worry-free, considerate and happy" special services, focusing on creating an "aging-friendly" environment, adding a reading corner for elderly customers, a love service window, a love seat, a special anti-fraud promotion area, etc., to provide the elderly with Customer care contact cards, reading glasses, convenience supplies boxes and other supporting special service facilities.
"When pensions are paid out in the first ten days of every month, a large number of elderly customers will be welcomed. Under the guidance of the account manager, the elderly can use the passbook cash withdrawal function on the autonomous teller machine to reduce their waiting time in line. During the breaks in handling business, they can also You can read financial popularization materials in the elderly service area,” said the relevant person in charge.
In order to effectively meet the mobile financial service needs of elderly users, the bank vigorously promotes the caring version of mobile banking, comprehensively optimizes key services such as account inquiries, transfers and remittances, investment and financial management commonly used by elderly users, and provides large fonts, Simple page design and simplified operation process. At the same time, an intelligent voice assistant is launched to realize global voice navigation. The consultation information also has a voice broadcast function, which facilitates elderly users to conveniently control professional and complex financial services through intelligent voice services.
In order to respect the usage habits of elderly customers, the bank continues to upgrade and optimize self-service machines and provide elderly customers with a simplified version of the self-service equipment interface. It has added a discount module to self-service deposit and withdrawal machines , and the smart number calling machine has added a dedicated service for the elderly. No. to facilitate the branch to prioritize elderly customers to handle business at the dedicated counter.
Huaiji County The first township financial service demonstration outlet for the elderly:
Select market day to promote financial knowledge to the elderly
In addition to cities, the construction of bank branches suitable for the elderly has also been implemented on a large scale after pilot projects in towns and villages. In order to allow elderly customers to catch the "digital express" of modern financial services, Huaiji Rural Commercial Bank actively promotes "aging-friendly" financial services and builds the county's first rural financial services demonstration outlet for the elderly in Liangcun Branch.
In addition to equipping the business hall with reading glasses, wheelchairs, crutches and various emergency medicines, Liangcun Branch of Huaiji Rural Commercial Bank has added a "caring seat" to ensure the service use of elderly customers or special customer groups, which is suitable for people with hearing and vision problems. For frail elderly customers, the staff explained patiently by adjusting the microphone volume, repeating it many times, and marked it separately on the receipt and highlighted it. At the same time, the bank flexibly adjusted staff schedules to ensure that financial services for elderly customers are not out of line during rural customs, holidays, market days and other times with large customer flow.
Liangcun Branch of Huaiji Rural Commercial Bank specially selected local market days as the financial knowledge promotion day for the elderly in view of the habit of elderly customers going to the market on market days. The staff set up a publicity service desk at the entrance of the business hall to talk about illegal fund-raising and telecom fraud cases on the spot. They combined the distribution of promotional leaflets, knowledge Q&A, face-to-face Q&A and other methods to promote financial knowledge and popularize in a form that is popular with elderly customers. Financial risk prevention skills are used to explain anti-counterfeit currency, fraud prevention and other financial knowledge to elderly customers, so as to enhance the elderly's prevention awareness and ability.
