Bank of Shanghai is the largest pension agency in Shanghai, and has undertaken more than one-third of the pension agency tasks for the elderly in Shanghai.As the epidemic prevention and control has turned into a normalized prevention and control stage, as a municipal financial state-owned enterprise, Bank of Shanghai immediately responded to the requirements of the Municipal Party Committee and Municipal Government to coordinate epidemic prevention and control and economic development, practiced finance for the people, "In principle, we will promote the resumption of business operations of outlets, and fully meet the financial service needs of our customers, especially the elderly.
On June 6, except for a few outlets, Bank of Shanghai's 207 outlets in the Shanghai area were "opened as required".In the face of epidemic prevention and control and the needs of a large number of customers, the head office, branches and branches of Bank of Shanghai went all out to work closely together, pay close attention to epidemic prevention and control, ensure the safety and stability of branch business, and contribute financial services to Shanghai's return to normal production, life and social order. strength.
In front of the stage: Visible intentions
Entering the stage of fully restoring the normal production and living order in the city, the cash business demand of the elderly group ushered in a peak.As the largest pension agency bank in Shanghai, Bank of Shanghai is well aware of the characteristics and financial service needs of the elderly customer base, and strives for the "recovery as needed" in the outlets as soon as possible, and does its best to meet the financial needs of the elderly group.
After hearing that the Tianyaoqiao Road Sub-branch of Bank of Shanghai resumed business, many silver-haired customers came to handle the business immediately.For some silver-haired customers with inconvenient legs, Bank of Shanghai staff took the initiative to provide seats so that silver-haired customers can wait with peace of mind.When it is their turn, the staff will guide them to the counter for business.
The Baiyu Sub-branch of Bank of Shanghai received an 85-year-old gentleman on the first day of resumption of business.Because the customer had hearing impairment and was not accompanied, in order to explain the business processing process to him clearly, the staff brought a pen and paper, explained patiently for him, and helped him to go to the "Digital Sentinel" to complete the certification and then enter the branch for processing. Compliments from Mr.
"Place code" and "digital sentinel" are technological tools under normalized epidemic prevention and control, but for many elderly people, it is very difficult to use.The Dapu Road Sub-branch of Bank of Shanghai will start the "scan code" time for waiting customers 30 minutes before opening. For some silver-haired groups without smartphones and no ID cards, the branch will reserve queue seats for them, and special personnel will connect them. When customers return, make sure they can do business in the original order.
For elderly customers who have debit cards but cannot withdraw cash from ATMs, Bank of Shanghai Lujiazui Sub-branch arranges a special person to accompany them to the self-service area to assist in handling the process and divert customers in time. Inquire about business needs and divert customers with debit cards to the self-service area in a timely manner, greatly shortening the waiting time of a single cash withdrawal customer.
The elderly customers in the surrounding communities of the Wuding Road Sub-branch of Bank of Shanghai accounted for a large proportion.In order to alleviate the anxiety of the elderly when they wait in line, the staff provides "accompanying" intimate and heart-warming counseling and services for the elderly, with a few gossips and a few instructions to help the elderly learn to use various electronic devices.
For special groups such as the elderly, disabled and pregnant women, Bank of Shanghai has specially set up green channels to add more human touch and "fireworks" to the city of Shanghai with warm financial services.
Behind the Scenes: Invisible Guardians
In order to ensure the safe resumption and smooth operation of outlets, the Bank of Shanghai has made a unified deployment. All branches and sub-branches of the Bank in Shanghai have set up special classes for epidemic prevention work, adhering to the "two-handed, two-handed, two-handed" approach to epidemic prevention and resumption of work and production. win".
Cash is the "main event" for the reopening of bank branches.Bank of Shanghai has fully coordinated resources to ensure that cash services at outlets will continue to operate during the resumption of business.On June 2 alone, the average cash withdrawals of Bank of Shanghai Shanghai and Shanghai resumption outlets reached 2.85 times the normal amount.The bank has ensured the cash needs of customers by increasing the allocation of agent pools, increasing the escort capacity, and improving the operation efficiency of self-service machines.
At the same time, in order to provide customers with "reliable money", the bank's branches strengthened the management of two lines of cash "receive" and "payment", and at the same time strengthened the work of cash disinfection.All cash received will be fully disinfected regularly in the cash disinfection cabinet; all cash paid externally will be strictly sorted and disinfected.
In order to implement the work requirements of normalized epidemic prevention and control, all resumption outlets of Bank of Shanghai need to be disinfected regularly, especially at noon.During this period, some customers continued to wait outside the outlet.Faced with this situation, Bank of Shanghai Sijing Branch prepared drinking water and snacks for customers, which surprised the waiting customers."Shanghai banking service is really thoughtful."
Similar situations are not uncommon. Due to the limited daily carrying capacity of the branch, in the face of customers who are still consulting outside the branch after the business is closed, the staff of the Bank of Shanghai branch can’t bear the customer to run away empty-handed, and welcome them into the branch and insist on completing all the processing.
The customer flow is blowing out, the customer age group is relatively high, and the outlets are stretched.The staff of Bank of Shanghai actively devote themselves to supporting the front-line work of the outlets, and with their active and full enthusiasm, they assist in all aspects of customer service and cope with the large passenger flow.
In addition, at the end of daily branch operations, Bank of Shanghai head office and branches in Shanghai also took the lead in holding a review meeting to discuss solutions to emergencies during business hours, continue to improve customer service experience, and strive to meet limited conditions during special periods. To achieve customer satisfaction service.
Online: Basic financial needs are easily available.
While ensuring that offline outlets are "open as they should be", Bank of Shanghai has fully leveraged the achievements of digital transformation in recent years to efficiently meet the needs of wide coverage, convenient and non-contact services. Customer financial needs during normalized epidemic prevention and control.
In terms of mobile banking, the bank has recently released a new mobile banking APP 7.0, and fully leveraged the security and convenience of its mobile banking online services of the "Better Life Special Edition" for elderly customers, allowing elderly customers to do business without leaving home. .At the same time, considering the mentality and status quo of elderly customers facing the common online smart channels of "don't know how to use, can't use, don't want to use, and don't dare to use", an "Online Business Handling Operation Guide" was produced to facilitate the elderly customers to follow the business. Demonstrate self-learning and repeated learning at home to improve the "availability" and "safety" of online business processing.
In terms of telephone banking, in order to better serve elderly customers and provide services in advance for the peak period of pension distribution, Bank of Shanghai has specially adjusted the "96 special line for the elderly" to the first sentence of the broadcast during the epidemic, and elderly customers can directly access manual services by pressing the button.Especially for elderly customers who are not used to smartphones, they can inquire about the pension balance and account information at any time with just a phone call.
For other financial service needs, Bank of Shanghai's "cloud branch" customer service is very effective.During the epidemic, the bank's "cloud branch" service scenarios have been continuously enriched. Currently, it includes 9 services including password service, large-value transfer and remittance, regular opening, dormant account activation, and customer information maintenance.In addition, the bank also set up more than 40 "cloud branch" dedicated lines during the epidemic period, supplemented more than 60 "cloud tellers", and greatly improved service quality and efficiency.
During the resumption of business, Bank of Shanghai World Expo Home Sub-branch found that the business needs of many customers can be fulfilled by using the cloud branch function of mobile banking.As a result, customers were successively instructed to register for mobile banking, and through the cloud branch function, with the help of remote tellers, transactions such as transfer and password reset were completed, which effectively shortened the waiting time of customers and improved service efficiency and customer satisfaction.
The staff of Bank of Shanghai advises customers to consult and handle financial services online during the period of normalized epidemic prevention and control, which will not only help avoid the risk of aggregation, but also greatly reduce the waiting time in line. Compared with offline processing, there are many advantages. It is suggested that customers should prefer online channels to conduct business.
In the follow-up, Bank of Shanghai will continue to focus on the overall situation and take the initiative to act. While doing a good job in the normalization of epidemic prevention and control, it will spare no effort to accelerate the resumption of work and production, use financial power to bail out enterprises and help people's livelihood, and respond to customers' financial needs. Every piece is settled", contributing "upward force" to Shanghai's overall planning of epidemic prevention and control and economic and social development.
