“建设人民满意银行”系列报道——青岛工行“适老”服务 让金融更有温度
“工行这个手机银行可以通过语音查询账户余额、建设进行转账汇款,人民让金融更确实很方便”,满意市民高阿姨近日在使用工行幸福生活版手机银行办理业务时说道。银行有温
据了解,系列“幸福生活版”是报道工商银行2019年推出的老年客户手机银行专版,该版本自上线以来,青岛不断进行适配升级和优化,工行积极为老年用户群体提供了更方便服务。适老目前,服务该APP成为首批获得工信部“信息无障碍”标识的建设移动金融应用。
金融服务的人民让金融更适老化是建设老年友好型社会的重要内容。近年来,满意工商银行认真贯彻积极应对人口老龄化国家战略,银行有温在大型银行中率先发布“工银爱相伴”品牌服务体系,系列针对老年客户“想用不会用、想用不敢用”的问题,专门打造了手机银行老年版本——“幸福生活版”,让老年人享受到更安全、易用的金融服务。
让感知更加适老。“幸福生活版”的字体更大、界面更简洁,可语音读屏,提高了辨识度和操作灵敏度,常用功能更明显,支持搜索、转账汇款等功能纯语音双向交互,降低业务办理难度, 客户“动动口”即可办理业务。
让服务更加适老。老年客户首次登录手机银行时,可根据系统提示一键切换到老年版;操作中遇到问题,可使用95588电话客服老年专线或向智能客服求助,也可使用业内首推的“一键求助”功能,快速截图向他人咨询。以专属存款模块为例,点击进入后,在APP右上角选择“截图求助”,系统会自动截屏,并提示用户是否要通过微信等渠道转发这张截图,方便老年人在手机银行使用过程中,一旦遇到问题,可快速截图向子女咨询,及时解决问题,方便老年人使用。
让安全管理更加适老。“幸福生活版”增设了安全向导,引导老年客户利用五重安全锁锁好账户,管好资金安全;转账汇款金额大于1万元时,系统会自动进行安全提示,防范电信诈骗风险;此外,还通过自主研发的“融安e信”智能防诈系统,自动识别具有电信诈骗风险的账号,拦截高风险交易。截至2021年末,工商银行55岁及以上客户中,超过一半已经开通了手机银行。
在青岛地区,工行积极适应本地老年客户需求,多措并举提升金融服务水平。如,积极邀请老年客户参加网点厅堂微沙龙活动,为老年客户讲解金融知识、如何用手机查公交、地图、如何使用手机银行进行生活缴费;为老年客户讲解电信诈骗案例、存款保险和个人信息保护的重要性等;通过宣传折页、网点电视和网点公告栏等为老年客户开展金融知识普及,增强老年人风险防范意识,提高老年人防诈骗技能以及使用手机方便生活的技能。
青岛工行始终坚持客户至上、服务实体,主动适应疫情带来的线上化、数字化、智能化服务需求,以手机银行为载体,强化金融科技赋能,深化线上服务升级,打造“全智能手机银行”。截至2022年3月末,青岛工行手机银行客户已突破410万户大关,标志着青岛工行进入全新“陪伴式”线上服务新时期,可为岛城人民提供更专业、更便捷和更智能的金融服务。
多年来,青岛工行一直秉承“人民情怀”,让老年朋友搭上“数字快车”,享受数字便利。下一步,青岛工行将聚焦老年客户“急难愁盼”具体服务场景,推出更为便捷和贴心的服务,让老年客户在数字社会中有更多的获得感、幸福感、安全感。
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