For a long time, CITIC Bank has adhered to the development idea of "taking the people as the center", focused on the financial service needs of elderly customers, continued to optimize the service process and strengthen the service experience, and organized the whole bank to provide high-quality, guaranteed and warm services to elderly customers, not only providing "age appropriate" services, Pay more attention to extending the boundary of "helping the elderly", and strive to improve the sense of happiness, security and acquisition of elderly customers.

Stop at the end, the old man will have a year of peace

Hangzhou Fengqi Sub branch of CITIC Bank welcomed an old woman who lived near her home. She stood on her crutch and said, "The salary card is missing, and there is no way to withdraw money." The bank staff reassured the old woman not to worry and quickly completed the card loss report and replacement. After the business was completed, the bank staff also kindly marked the new card number and the items to be handled in the community on the business receipt, She repeatedly reminded her that she must go to the community to change the card number, otherwise it would affect the follow-up welfare distribution. She promised and returned home with satisfaction.

Unexpectedly, in the afternoon, the old woman returned to the branch anxiously and said breathlessly: "The community said that we had to go to the social security center to change the card number, and I had no strength to go to the social security center again." The bank staff quickly guided the old woman to sit down, and told the old woman in a soft voice, "Don't worry, we will help this matter to the end". The staff of the bank contacted with the community, the street and the social security center for many times, and finally completed the registration of the change of the new card number through online means, so as to ensure that the welfare expenses of the grandma during the Spring Festival can be paid normally, and the grandma can enjoy the New Year with peace of mind.

Working together, it is no longer difficult for the elderly to "do difficult things"

The customer, Uncle Zhang, came to Wuzhong Road Sub branch of Shanghai Branch of CITIC Bank to withdraw money from his wife's passbook. After swiping the passbook, the teller prompts that the passbook has turned to "sleep" status, and needs to verify his/her identity before subsequent processing. Uncle Zhang said that his wife had been in bed for a long time and could not come to the sub branch for handling. Wuzhong Road Sub branch quickly organized operators, financial managers and security personnel to set up a linkage service team to go to Uncle Zhang's house together, and completed the identity verification and agency authorization of Uncle Zhang's wife according to the requirements of on-site verification.

After learning that the children of Uncle Zhang are not around all the year round, the service team also combined door-to-door service with propaganda, patiently explained to them financial knowledge such as anti telecom fraud, safe use of bank cards, anti counterfeiting of cash, and kindly reminded them to "guard the money bag". Finally, the branch phone number was left to facilitate the elderly to contact at any time. Uncle Zhang spoke highly of CITIC Bank's professional and warm service.

CITIC Bank Service Team provides services for the elderly

Take the initiative to move forward and serve the elderly more attentively

There are many elderly customers in Xiangsheng Street Sub branch of Zhengzhou Branch of China CITIC Bank. The staff of the sub branch actively observed, collected and analyzed the service needs of elderly customers. For the businesses that elderly customers ask more about daily, such as balance inquiry methods, business data processing, business process handling, etc., they used easy to understand language to answer the questions, and took ingenious efforts to "ask and answer" in daily work And door-to-door service tips, contact numbers, etc., to make the "Care Card" for the elderly customers of CITIC Bank, so that the elderly customers can be seen at a glance and found at a glance. The elderly customer of the branch said: "We don't need our children to accompany us to the bank to do business, so we feel very proud."

In recent years, CITIC Bank has deeply implemented its mission of "finance for the people", regularly organized activities to introduce financial knowledge into communities and nursing homes, and gave lectures on "small classes of financial knowledge" for the elderly. Through real cases, it vividly explained to the elderly the financial knowledge related to preventing telecommunications fraud and "small tricks to prevent electronic fraud", and answered in detail "whether the residual money can still be used" Common questions such as "how to exchange change" patiently demonstrate how to use convenient and safe services on the palm to lead elderly customers across the digital "gap".

Source: China CITIC Bank

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Second instance Shuai Zonglin

Third instance Chen Qianxi