Theme poster of China Merchants Bank's "March 15" financial consumer protection education campaign.

In accordance with the relevant work deployment of Guizhou Regulatory Bureau of the State Financial Supervision and Administration and the head office of China Merchants Bank, Guiyang Branch of China Merchants Bank organized and carried out the "March 15" financial consumer rights protection education and publicity activities in 2024, firmly established the value orientation of taking the people as the center, and continued to promote the publicity and popularization of financial knowledge education, Contribute to the high-quality development of finance.

Since the launch of the event, Guiyang Branch of China Merchants Bank has carefully organized, carefully deployed, made concerted efforts both online and offline, launched "ten" initiatives, and demonstrated the effectiveness, actively fulfilled social responsibilities and demonstrated the responsibility of financial institutions.

Move one

Unified deployment, coordinated pace, and participation of consumer protection publicity and education

On February 29, Guiyang Branch of China Merchants Bank held a special mobilization meeting to deploy the "March 15" financial consumer protection education and publicity activities in 2024, with the participation of heads of secondary branches, sub branches and relevant business departments. Focusing on the theme of this year's "March 15" activity, Guiyang Branch of China Merchants Bank has formulated a multi-level, multi-channel and multi style activity plan to make financial education and publicity "understandable, memorable and easy to spread" and enhance the convenience, availability and sense of access of people's financial services.

Recruit two

Financial executives talk about consumer protection, and "two guarantees and three ends" see actual results

Guiyang Branch of China Merchants Bank actively carried out the activity of "financial executives focus on consumer insurance", leading cadres at all levels took the lead in focusing on consumer insurance, focusing on consumer insurance, one level led by one level, and implemented the consumer insurance working mechanism of "two guarantees and three ends".

During the event, Guiyang Branch and its two tier two branches, Zunyi and Liupanshui, together with a total of 18 business outlets, carried out the "President Station Lobby" activity. Hu Jin, the president of Guiyang Branch, visited the business department of Guiyang Branch in person. The presidents of each branch went out of the office and came to the front line business hall to provide services to customers as "chief consumer insurance education ambassador". They distributed the special large font foldout Book of Guardianship, paid attention to the needs of financial consumers and listened to the voice of financial consumers. At the same time, it also launched a series of activities in the form of short videos of "President talking about consumer protection", popularized the eight basic rights of financial consumers in combination with daily life scenes, and further promoted the high-quality development of "March 15" financial consumer protection education and publicity activities.

Hu Jin, Secretary of the Party Committee and President of China Merchants Bank Guiyang Branch, explained financial knowledge to customers.

Recruitment III

The publicity and education matrix covers a wide area and the online communication atmosphere is strong

China Merchants Bank Guiyang Branch closely follows the pace of science and technology, relying on the advantages of financial science and technology, and making use of the online publicity channels inside the bank, it has widely spread the array, carefully publicized, and used point to area to create a financial knowledge publicity matrix and create a good atmosphere for "March 15" financial publicity and education.

During the activity, Guiyang Branch of China Merchants Bank issued financial risk tips such as "false transaction fraud of game products, ten anti fraud formulas to identify fraud routines, money laundering risk tips, and learning credit information" through the official WeChat official account; Publish a series of propaganda and education videos of "President talking about consumer protection" on the official video number; The online APP stores of 18 outlets in the jurisdiction have all launched posters with the theme of "financial consumer protection around, protecting rights and interests against risks", allowing financial knowledge to fly into the homes of ordinary people.

Move 4

Based on the hall for propaganda and education, "Consumer Protection Posthouse" has a new look

China Merchants Bank Guiyang Branch fully relies on the network publicity position to create a good atmosphere of "March 15" education and publicity, and do a good job of consumer protection knowledge publicity. The 18 sub branches in the jurisdiction regularly set up public education publicity areas, displayed theme posters, hung propaganda banners, placed customized foldouts, played financial education videos, and publicized complaint channels and acceptance processes in eye-catching locations in the hall. In addition, as the flagship outlet of China Merchants Bank in Guizhou Province, the Business Department of Guiyang Branch has built a cultural wall themed "consumer protection post", which integrates the propaganda of eight basic rights of financial consumers, anti fraud knowledge, fun science popularization, daily public education, card punching and other functions, making financial propaganda cool and interesting.

Move Five

"Five Entrances" in financial propaganda and education to get through the "last mile"

China Merchants Bank Guiyang Branch, in combination with its own characteristics and resource advantages, continued to consolidate the offline grid education position, took the business hall as the position, radiated the surrounding areas to carry out a series of "five entry" activities, took the initiative to "go out", enthusiastically "invite in", and targeted key groups such as "one old, one young and one new", through financial knowledge workshops Organize interesting answer games and other ways to guide consumers to "enjoy learning" financial knowledge and prevent financial risks.

During the activity, Guiyang Nanming Sub branch and Guiyang Yunyan Sub branch came to Qingyun Market and Taiping Road, the "Cyber Red Street" in Guiyang, and distributed leaflets to passers-by and tourists; Guiyang Branch Business Department and Guiyang China Resources International Sub branch talked about "card breaking" in combination with card handling, popularized "card breaking action" for migrant workers at construction sites, and helped consumers quickly understand and realize the importance of protecting personal information; Guiyang Jinyang Sub branch and Guiyang Future Ark Sub branch, together with the local police station under their jurisdiction, went to the campus to bring the "first lesson of financial consumer insurance" to the students, so that financial knowledge can enter the campus and sow seeds of hope; Guiyang Baoshan South Road Sub branch, Zhongda Plaza Sub branch, New World Sub branch, Liupanshui Branch Business Department, based on the hall outlets, distributed leaflets to residents in surrounding communities to improve their financial literacy; Guiyang Lincheng West Road Sub branch, Gaoxin Sub branch and Zunyi Renhuai Sub branch entered the enterprise and popularized the knowledge of financial consumer insurance to enterprise employees in the form of "case insurance"; Zunyi Branch Business Department and Liupanshui Kangle Sub branch went to the local hospital to provide detailed and comprehensive answers to common personal information protection, telecommunications fraud, bank card theft and swiping, etc; Guiyang Xiaohe Sub branch, Zunyi Honghuagang Sub branch and Huichuan Sub branch carefully prepared festival flowers and interesting activities for female customers who visited the hall on the day of "March 8th Women's Day", and explained to customers the new fraud means and the harm of renting and lending bank cards. The form of education and entertainment made customers gain a lot.

China Merchants Bank Liupanshui Leisure Branch sent financial knowledge to medical staff.

Recruitment 6

Consumer insurance stories are interesting to learn, and you can understand risk prevention once you read them

During the "March 15" financial education activities, Guiyang Branch of China Merchants Bank actively innovated, produced and printed large print financial education foldouts, and reminded consumers to protect their good personal credit, safeguard their legitimate rights and interests, and establish a correct view of consumption through such cases as "Shang Yang stands for the letter" and "Su Shi hangs money on the roof"; Through the "Emperor Qin Shihuang Seeks the Elixir" tip to prevent pension fraud with many routines, actively spread positive financial energy and jointly build a security wall.

In addition, Guiyang Branch, in combination with the seasonal solar terms and the daily life scenes of ordinary people, summarized common fraud schemes such as online platform induced lending, game product false transaction fraud, order swiping fraud, live broadcast goods fraud, and summarized ten anti fraud formulas to identify fraud routines, Let financial education be vivid in content, lively in form, easier to spread and better accepted.

Move Seven

It is more convenient for financial learning to show the dangerous story by case

In combination with short videos as a popular way of information dissemination, during the activity, China Merchants Bank Guiyang Branch innovated its ideas, and the presidents of each sub branch took the lead in person. Through the interpretation of vivid stories, the eight basic rights of financial consumers, the "three appropriate" principle The diversified settlement mechanism of financial disputes and other key points are contained in it, revealing the truth of "credit investigation and repair", false illegal advertising and other fraud. This series of videos was widely spread through the official video number of the bank, forming a reputation effect, and at the same time, it greatly enhanced the convenience of people's access to financial knowledge.

Guiyang Nanming Sub branch of China Merchants Bank went to Qingyun Market, "Wanghong Street", to carry out financial education.

Recruitment 8

Embroidery is also skillful, and it can build consensus to learn consumer protection

To make education and publicity effective, financial practitioners must first have solid financial knowledge. During the "March 15" activity, Guiyang Branch of China Merchants Bank organized special training on consumer insurance in the bank, and the participants achieved full coverage of the branches. Through vivid case study, we will tell about the service etiquette, customer information protection, how to deal with customer complaints and other scenes closely related to work, enhance the sense of substitution and practicality, and comprehensively improve customer service quality.

At the same time, the bank also launched the "3.15" consumer protection knowledge breakthrough activity to promote learning. The activity consists of graphic learning and fun games. The learning link introduces common consumer protection knowledge, such as the eight basic rights of financial consumers, personal information protection, illegal fund-raising, telecommunications fraud cases, etc. In the game breakthrough phase, the "Scoring King" and "Hand Speed King" awards were set up to mobilize the enthusiasm of employees to participate in the game, and create a good atmosphere of "everyone learns and understands financial knowledge"; On the other hand, it has also forged the staff's work quality of "everyone speaks financial knowledge and everyone is suitable", gathered the consensus of all employees on consumer insurance, and improved consumer insurance service level.

Zhao Jiu

Emergency drills tamp the foundation, and simulate actual combat to maintain stability

In order to do a good job in the stability maintenance work of Guiyang Branch's petition complaints during the "March 15" period, the Bank set up a special working group to develop a stability maintenance work plan, and organized all outlets under its jurisdiction to carry out emergency drills for emergencies. In the form of simulated combat, the Bank skillfully mastered the response process and work requirements, and thus tested the feasibility of the plan, Find out the problems and deficiencies in the plan and improve it, improve the ability to respond to emergencies, strengthen the popularization of diversified solutions to financial disputes, and improve the level of consumer protection in an all-round way.

Move Ten

Stick to the principle of "appropriateness" and stick to the original intention

China Merchants Bank Guiyang Branch strictly abides by the principle of "three appropriateness". For financial consumers with financial investment needs, before completing the subscription of various products, they need to complete the risk assessment based on their own reality. The Bank strictly followed the risk matching principle, that is, to provide appropriate products or services to appropriate consumers through appropriate channels, and standardized the risk assessment process, assessment requirements, risk frequency, and the validity period of risk assessment one by one to guide consumers to make scientific and rational investment.

For loan customers, the Bank provides customers with warm services in product design, channel coverage, post loan management, etc.: from the loan interview and signing process, the Bank interprets loan elements, loan contracts, prepayment and other agreements one by one, and focuses on the interpretation of interest rates, repayment dates and other elements and terms; At the same time, the concept of reasonably planning consumption and life is publicized to consumers, and rational consumption is advocated.

Source: Guiyang Branch of China Merchants Bank

Edited by Xu Fanfang

Second instance Li Jie

Third instance Zhou Wenjun