Original 202 1-08-2520: 55

With the acceleration of social aging in China, it is increasingly important to improve the quality of life of the elderly. In recent years, the financial industry has been constantly innovating and actively exploring to improve the financial service level of the elderly. Ping An Bank Beijing Branch has been infiltrating the concept of "extraordinary service, knowing you better" into daily services, focusing on high-frequency service scenarios for the elderly, combining traditional service methods with intelligent service innovation, actively optimizing special services for the elderly, and creating a temperature-sensitive financial service environment for elderly customers.

Create an online and offline pension service platform to help elderly customers integrate into smart life.

Ping An Bank aims to build a smart retail bank. In the process of digital transformation, don't forget your initiative to continue to pay attention to its customers, including the elderly, and strive to provide a better financial product and service experience. In the process of product research and development, it is necessary to retain and improve traditional financial services, improve the convenience level of online consumption, and optimize the aging transformation of Internet applications. In order to enable elderly customers to enjoy the convenience brought by emerging technologies, Ping An Bank has a deep insight into the pain points of contemporary elderly people using mobile banking apps, and actively promotes the aging reform of online service platforms, such as developing large-sized pocket banking apps and adding new year zones, so that the elderly who have been on the Internet for a long time can gradually integrate into the digital age.

Aging service interface of mobile banking

"Featured service experience is upgraded to provide exclusive services for elderly customers.

In addition to traditional financial services, Ping An Bank Beijing Branch strives to create special services for the elderly according to local conditions, such as special service areas for the elderly, extended services and salon activities.

Enjoy the convenience in the service area, and the green channel is waiting for you.

Kaiyangqiao Sub-branch, Sanhuan Xincheng Sub-branch, Tiantongyuan Sub-branch and other outlets are surrounded by a large number of communities, and most of them are elderly customers. Ping An Bank Beijing Branch has created a "service area for the elderly", providing convenient service facilities such as handrails, reading glasses, magnifying glasses, first-aid medicine boxes, signature pens and paper clips for the elderly. At the same time, 56 branches of Beijing Branch have set up a green channel, giving priority to elderly customers when they enter the store, and guiding them to the green channel service window to handle business, greatly shortening the waiting time of customers. There is always a one-page pass, a small card and other tools at the outlets to remind customers of product expiration information, commonly used mobile banking operation guides and other contents, so that customers can keep them for future reference.

Don't worry about inconvenience, extending service is more worry-free.

The service walked out of the hall and the warmth poured into the heart. Starting from the outlets, Ping An Bank Beijing Branch also extended its services through a series of "knowing each other" measures to provide warm-hearted door-to-door services for elderly friends who cannot visit the outlets in person.

With the help of the mobile processing equipment "Mobile FB", the clerk can help the elderly friends who are inconvenient to go out to open accounts, reset passwords, modify ID card information and other services; When the business involves high-risk factors such as the security and privacy of account funds, and it is necessary to entrust others to handle it at the outlets, Ping An Bank can also provide the intimate service of "agent's willingness to conduct on-site face-to-face verification". Up to now, Ping An Bank Beijing Branch has provided door-to-door service for more than 100 elderly people, which has been affirmed and praised by elderly customers for many times.

Elderly customer experience promotion service

Colorful salons are full of sincerity and warm hearts with special services.

Ping An Bank Beijing Branch practices social responsibility and cares for elderly customers. Holiday outlets hold health talks, sunset photography, calligraphy salons, etc. Enrich the daily life of elderly customers and send them holiday wishes. In every link of offline service, outlets are also intimate to "think more and do more, and implement extraordinary services." Since the beginning of this year, Ping An Bank Beijing Branch has continuously upgraded its service for the aged, and created a home-like warmth and comfort for elderly friends through warm-hearted and intimate special services such as warm tea and cloud mats.

Strengthen the popularization education of financial knowledge for the elderly to ensure their golden age.

In view of the common fraud means and preventive measures of the elderly, Ping An Bank Beijing Branch has continuously strengthened education through various forms to effectively improve the anti-fraud awareness and self-protection ability of the elderly.

The consumer rights protection education enterprise of Beijing Branch set up a theme section of "Talking about risks by cases" to reveal fraud traps through typical complaint cases; A series of animations featuring Grandma An, the original animation image of Pingan North Branch, were released, and the Guide to Grandma An's Pit Avoidance was produced. Based on the original micro-videos of employees in the industry, a series of short films such as "I came to see your story" were produced to explain the fraud routines, share the knowledge of consumer rights protection, and help build a good financial consumption environment. In addition, various offline "financial knowledge salons" are held in surrounding communities and villages, and each outlet is equipped with exclusive financial knowledge readers for elderly customers to read.

Continue to protect the rights and interests of elderly consumers.

Caring for the elderly is the social responsibility of every enterprise. Ping An Bank Beijing Branch will adhere to the concept of "five hearts", continue to promote the reform of "adapting to the old" in financial services, and make unremitting efforts to create a new life with more temperature.