Large bank Supporting people with dementia through customer service and asset management Accelerating efforts November 23, 10:43

With the aging of the population, it is expected that the number of people with dementia will be increasing at customer service counters in the future. A major bank strives to enhance the response by giving employees “Dementia Supporter” courses to help people with dementia.

At financial institution stores, the number of people with dementia and people with reduced cognitive functions is increasing, but there may be cases where customers are unable to serve customers properly and cannot confirm their intentions smoothly.

Therefore, a major bank takes employees' dementia supporter training courses to help people with dementia, identifies whether there is a symptom, and works to make it possible for customers to spend time slowly at the counter. Is proceeding.

At Mitsubishi UFJ Bank, all employees who corresponded to the counters received lectures and became supporters.

Sumitomo Mitsui Banking Corporation and Mizuho Bank are also offering courses nationwide with plans to support employees at all stores during this fiscal year.

Rie Asayama, Executive Officer of Sumitomo Mitsui Financial Group, said, “I want to deepen my understanding of dementia and strengthen the response for the elderly as a whole company.”

Mizuho Bank is planning to create a video that learns how to deal with customers with dementia and use it from next month, and it is a financial institution that deposits money and assets, an effort to acquire the customer service necessary for aging Accelerating.

Responding to people with dementia and their families

Financial institutions are working to enhance services for people with dementia and their families.

Mizuho Trust Bank and Sumitomo Mitsui Trust Bank have assets that allow the family to withdraw money on behalf of the person and pay treatment expenses if the customer has designated the family as an agent in advance and dementia occurs. A management mechanism was introduced.

Even if a customer's agent or a family member who is not an adult guardian / voluntary guardian tries to withdraw cash from the customer's account, the trust bank usually calls for the use of the system because there are many cases where it cannot be accepted.

In addition, Sumitomo Mitsui Banking Corporation is considering the expansion of services so that family members acting as representatives can withdraw their living expenses from accounts that customers use on a daily basis, allowing them to make transactions other than deposits.

Resona Holdings is also considering the introduction of a similar system.