Create a financial service "convenience store" (Financial Eye)
In recent years, the development of information technology and the use of mobile Internet have accelerated the digital transformation process of the banking industry, and online and mobile payments have become increasingly popular.
However, the reduction in the number of bank outlets, ATM machines, and POS machines per capita may also cause inconvenience to some customers who are accustomed to traditional financial services.
How to build a "convenience store" for financial services, improve the availability of financial services for the elderly, rural and remote areas, and continuously improve the quality and efficiency of services is a topic facing the financial industry.
Some financial institutions have made some useful explorations in this regard, which are worth learning and reference.
--editor
Community Bank——
"Service has temperature and grounding gas"
Zhang Xu
What is the difference between a community bank and an ordinary bank branch?
"The community bank is just in front of your home, so it's convenient!" said Meilan, Homestay in Wangchunyuan Community, Chaoyang District, Beijing.
On the morning of July 20, the reporter followed Su Meilan and her granddaughter Duoduo to the Shanghai Pudong Development Bank Huamao Tiandi Community Bank.
The bank is located on the first floor of the China Central Place Commercial Building, surrounded by residential communities.
The bank area is only a hundred or so square meters, and the office area has only a simple table and two chairs, a computer and a multifunctional ATM machine.
Don't be inconspicuous at the door, here you can use non-cash services to handle a variety of services such as agency payment, loan consultation, sales of wealth management products, and payment of government electronic treasury bonds.
Su Meilan handles business, and Duoduo plays with building blocks in the children's play area next to it.
The reporter found that although the community bank does not have a grand lobby, a neat and uniform cash counter and a number calling machine, the environment is warm and makes people feel cordial and comfortable.
The room is not big, but there are also many facilities such as children's play area, book corner, microwave oven, water dispenser, reading glasses, etc. The exhibition area is also full of hand-made works of community children and photos of residents participating in related activities organized by the community bank.
“The community bank organizes residents to write Spring Festival couplets during the Spring Festival, and teaches everyone to make lipsticks on Women’s Day. I have participated in these activities and everyone is very happy.” Su Meilan said.
"Community banks are customer-oriented, and are closer to residents in terms of location and facilities. We use this advantage to carry out various activities, truly integrate into the community, and integrate with everyone." said Zhou Ye, vice president of Shanghai Pudong Development Bank Beijing Asian Games Village Branch.
China Central Place Community Bank has only three staff members, but they take care of every customer.
From the moment the customer enters the door to the completion of the business and leaves, there are people to serve the whole process. This practice has established a friendly and trustworthy relationship between the community bank staff and the residents.
"Is Liu Chang here? I'll be there in a while." "It's Mr. Li, I'm here!"
"Just by listening to the voice, I can know which customer it is." Liu Chang, the wealth management manager, told reporters. Unlike traditional banks, which call numbers by numbers, there is no call machine, no beige line, and no glass partition.
Handling financial business in a community bank is more like a drop in between old friends.
In community banks, residents can not only handle financial services, but also learn about preventing financial fraud.
Zhou Ye introduced that in response to the lack of financial expertise and weak risk identification capabilities of the elderly, community bank staff often set up targeted "small classes" to answer questions patiently and meticulously.
The business staff have affinity, and the service mechanism meets the needs of residents.
According to reports, the community bank combines the working hours and age of community residents to establish a service mechanism suitable for community residents, such as providing delayed services and wrong-time services.
Gao Fengchun, an office worker, walked into the China Central Place Community Bank on his way home for his lunch break. “I just paid my salary and came to consult with the financial management business. The absence of a break here at noon is convenient for our office workers. This service mechanism is warm and grounded! "Gao Fengchun said.
"We are close to the lives of residents and open up the'last mile' of convenient financial services." Zhou Ye said that the establishment of a community bank is for the convenience of the people. It broadens the financial service channels and improves the efficiency and optimization of the bank in providing financial services to community residents. In order to improve the customer experience, it is very popular among the people.
Convenience payment point——
"You can withdraw money when you buy oil and salt"
Lei Ying Qiao
"Xiao Li, can you help me see how to pay the gas bill?" Grandma Jin, who lives in Xili Community of Tuofangying, Chaoyang District, Beijing, said anxiously.
"Grandma, don't worry." Li Mingzhen, a staff member of the old-age post in Tuofangying Xili Community, calmed the old man's emotions, and took Grandma Jin to the bank self-service terminal in the old-age post.
Place the bank card, open the service page...with a few simple clicks, the payment and gas purchase operation is completed.
"This convenient payment point in our pension station has a bank self-service terminal service machine, which can check bank card balances and pay utility bills. It is very convenient. The elderly people nearby often come and feel it is easy to use." Li Mingzhen said.
Like the old-age post in the Tuofangying Xili community, the emergence of some convenient payment points in the community meets the needs of urban and rural residents for nearby payment, cash withdrawal, deposits, and payment of financial services.
Convenient payment points in the community, putting the convenience of the people first.
In Dashengling Village, Sihai Town, Yanqing District, Beijing, the community convenience payment point set up by China UnionPay is located in a small shop.
"I used to have power outages at night or on weekends. I can only stare at it. Now with this payment point, I can buy electricity by 10 pm!" said Uncle Zhang, a villager in Dashengling Village. The villagers used to go to the town to withdraw money. In Shanghai, due to the inconvenience of the legs and feet of some elderly people in the village and the long time it takes to withdraw money, withdrawing money has become a "big difficulty" problem.
"It's convenient now. When buying oil, salt, sauce and vinegar, I withdrew the money by the way." Uncle Zhang said.
"When the farming is busy, everyone is anxiously waiting for cash to buy pesticides, fertilizers, and seeds. At this time, the banks in the town are busy, and there are long lines for cash. Now with this convenient payment point, it is much easier for nearby villagers to withdraw money." Uncle Zhang said.
The community convenience payment point is not only a place to provide financial services, but also gradually becomes a place of activity for some community residents.
"The convenience of payment points are located in the community’s elderly care station, on the one hand, it fully considers the financial service needs of the elderly; on the other hand, it also better connects the feelings between the elderly in the community. It's often a joy and laughter when you stay at home." Li Mingzhen said.
Although community convenience payment points are "partnerships" with elderly care service institutions, convenience stores, etc., they are still service terminals for financial institutions in essence, and there are certain requirements for business development.
In this regard, UnionPay has its own set of standards: Merchants must be screened at various levels, and the bank must provide corresponding technical services and guidance-professional training for merchants in the early stage, quarterly return visits in the later period, and continuous operation Training.
"In recent years, payment institutions have integrated into the daily lives of the people with more and more sophisticated services, and are connected with public transportation, medical care, campuses, supermarkets and other scenes, which greatly facilitates the masses." Dong Ximiao, chief researcher of China Merchants Finance said, the next step, It is necessary to improve the availability and satisfaction of financial services for the elderly, rural residents and other groups in many ways, and make better use of scientific and technological means to bring convenient financial services to the people.
Auto insurance service——
"One call, all claims and repairs are done"
Shao Yuqing
"My car can't catch fire." An anxious voice came from the other end of the phone.
"Please wait a few minutes and we will be there soon." On July 23, at the Beijing Hongfu Auto Repair Factory, Guo Qiwu, the claims adjuster of Ping An Property & Casualty Beijing Branch, answered the customer's call and quickly got up and set off.
A few minutes later, the reporter followed Guo Qiwu to the nearby Yuqing Street.
After inspecting the customer's vehicle, Guo Qiwu found the problem, "The battery is dead, I'll get you a phone." He quickly took out the electric power pack that came with the vehicle from the trunk of the survey vehicle, and opened the hood for the owner. Charge the battery.
Soon, the engine started sounded, and the owner repeatedly thanked him: "I didn't expect you to come so quickly. It was a great help." "The company now uses the big data reported by customers to dynamically deploy front-line investigation manpower, and several claims adjusters are jointly responsible. A grid area, so that even the morning peak can be reached in a short time." Guo Qiwu said.
The problem was resolved smoothly, and Guo Qiwu quickly turned around and rushed to the next report site. This time, he was dealing with an accident.
"How about it, can I still walk around?" Guo Qiwu repeatedly asked Mr. Wang, a pedestrian who was bruised on his leg by the vehicle.
He could walk without hurting his bones, but Mr. Wang was emotionally excited: "I walked in a proper manner, so I happened to encounter this." "It's a hot day, please calm down and sit down for a while. I'll help you right away. Processing claims." After confirming that the injury was not serious, Guo Qiwu began to conduct regular inspections and damage assessments of the accident, inspecting the vehicle, taking photos, and verifying the payment price...
Within a few minutes, Mr. Wang's mobile phone received the information that the compensation was received.
It turned out that Guo Qiwu implemented the service of "compensation before treatment". In the case of small losses and minor injuries, the claims adjuster will first credit the compensation to the injured so that they can seek medical treatment as soon as possible.
Damage inspection, trailer rescue...More than a dozen reports are handled every day.
Guo Qiwu introduced that Ping An Group has upgraded its services this year. In addition to the six basic services such as compensation first and cure video, it also customized special services based on the specific conditions of different cities. Compensate quickly, save processing time and reduce the impact on road traffic.
As the number of service items increases, service efficiency is constantly improving.
Nowadays, claims adjusters can also solve problems and provide services without being on the spot.
Not long after returning to the repair shop to sit down, Guo Qiwu received another report.
Clicking on the driving insurance service app, Guo Qiwu dialed the video call with the informant Mr. Liu.
Inquiring about the situation, waiting for the customer to take a photo and leave a certificate, instructing the customer to upload, online survey and damage determination...In just 20 minutes, the compensation payment was credited to the victim's account.
Subsequently, Guo Qiwu arranged a towing service online to send the damaged vehicle to the repair shop. "The party who is not responsible does not need to advance the rescue and towing service fees, and we will pay the rescuer directly."
An APP contains an auto insurance service convenience store; make a phone call, and all claims and repairs are done.
"The young man's service is great! Add a WeChat and ask you questions about vehicle insurance in the future!" At the end of the video call, Mr. Liu was full of praise.