Bank of Communications Shijiazhuang Branch strives to build a service brand
2004-12-23 14:07:11
Bank of Communications was founded in 1908 and has so far established nearly a hundred years of history. Since its reorganization in 1987, Bank of Communications has relied on its institutional and institutional advantages to break the industry monopoly and rapidly develop into the largest state-owned joint-stock commercial bank in my country. It has outstanding operating performance, strong product innovation capabilities and perfect internal management. It has been rated as the best bank in China many times. In June and August 2004, Bank of Communications successfully completed its financial restructuring. HSBC, a well-known international financial institution, officially became a shareholder. A number of internal reforms are being steadily advanced. Bank of Communications will operate as a company with a sound corporate governance structure, sufficient capital, tight internal controls, and efficient operations. A new look of a modern financial enterprise with good safety, service and efficiency, strong international competitiveness and a century-old national brand is presented to China and the world.
Bank of Communications Shijiazhuang Branch is the provincial branch of Bank of Communications in Hebei Province. Since its opening in 1990, Bank of Communications has firmly adhered to the bank's purpose of "first-class service quality, first-class work efficiency, and first-class bank reputation", and in accordance with the requirements for establishing a standardized commercial bank, it has actively expanded various businesses, continuously improved internal management, and improved External services have made positive contributions to the economic development of Hebei Province. While vigorously developing its business, Bank of Communications Shijiazhuang Branch keeps pace with the times, constantly explores the connotation of service concepts, updates service concepts, uses standardization, humanization, and electronicization as its characteristics and means, strives to build a service brand, and has achieved remarkable results. Achievements, the Heping East Road branch has been rated as a national "Youth Civilization Award" by the Central Youth League of China for consecutive years. Ping'an South Street Branch and Yuhua West Road Branch have been rated as "Youth Civilization Award" by the Bank of Communications Head Office many times. The branch business department was named the "Civilized Service Demonstration Window" by the Provincial Party Committee and the Provincial Government. At the same time, a large number of service model and other advanced individuals emerged.
Innovative service concept
Bank of Communications' corporate purpose is "first-class service quality, first-class work efficiency, first-class bank reputation" ("three first-class") centered on "customer-centric" "The concept highly summarizes the service orientation, service methods and service means of Bank of Communications. Bank of Communications Shijiazhuang Branch firmly adheres to the corporate purpose of "three first-class", continuously enhances its understanding and execution of the corporate purpose, and strengthens the integration of employees' professional concepts. The bank believes that services must keep pace with the times and must fully reflect Bank of Communications' unique corporate culture. Combining market changes and customer needs, the bank has continuously injected standardized, electronic and humanized factors into the "three first-class" corporate purposes, greatly enriching its connotation and making it highly operable. The update of concepts will inevitably lead to innovation in service methods and service means. The bank has comprehensively implemented standardized service standards at an early stage, continuously deepened the education of "Bank of Communications Employee Code of Conduct" and "Bank of Communications Employee Professional Ethics Code", comprehensively standardized from the overall service effect to specific service details, and strictly The inspection and reward and punishment systems have brought about tremendous changes in employees' service concepts, and brought service behavior into the standardized track, which has played a positive role in shaping the standardized image of Bank of Communications. In recent years, the bank has accelerated its electronic construction. The comprehensive business application platform, which is characterized by advanced, open and interoperable features, has not only greatly satisfied customers' needs for speed, security and convenience, but also promoted business development. The image of a modern bank has also gradually improved. Deeply rooted in people's hearts. At the same time, the rapid development of electronic construction is making it possible to provide more humane and friendly services. Bank of Communications Shijiazhuang Branch seizes the characteristics of customer needs and vigorously advocates family services, first-inquiry responsible services, and VIP services, which are becoming more and more popular. Get more and more affirmation and praise from customers.
Innovative service methods
According to new changes in customer needs, Bank of Communications Shijiazhuang Branch has given full play to its talent advantages and electronic advantages, and while continuously improving the quality and level of manual services, Vigorously develop self-service methods and use advanced electronic tools to change the mode of communication with customers. The bank first requires service staff to provide more consulting services and financial management services to customers, and gradually changes the simple accounting and collection and payment functions of front desk staff to comprehensive financial consulting functions, and provides timely professional financial consulting based on customers' financial needs. Play a greater role in maintaining relationships with customers. In the business hall, facilities such as banknote detectors, water dispensers, spare umbrellas, and one-meter noodles make people feel considerate and attentive; the business staff's decent voices, smiles, and professional answers make people feel like they are at home. The launch of VIP service rooms and service windows is a highlight of the bank's improvement in service standards this year. Customers who meet Bank of Communications' VIP service standards can receive comprehensive financial services here as well as more value-added services in the future.
Since taking the lead in launching the first self-service bank in the provincial capital, the bank has accelerated the deployment of self-service equipment and continuously expanded the service functions of self-service equipment. At the same time, it has actively guided customers to use it, effectively promoting the change of customer concepts. , customers’ recognition of self-service equipment has increased significantly. At present, the bank has 44 self-service banking and self-service points, basically covering urban areas. Pacific Card holders can conveniently handle business by themselves 24 hours a day. The development and expansion of online banking, telephone banking and mobile banking have brought self-service methods to a new level. Self-service is becoming a new service channel and product sales channel.
In order to promptly respond to customer inquiries and complaints, Bank of Communications Shijiazhuang Branch integrated the original telephone banking functions and corresponding service management departments, and opened the customer service center 95559, which has unprecedentedly strengthened service functions. After dialing the telephone banking number, customers can handle the business on their own, or they can be transferred to a manual agent to make inquiries and complaints on business-related matters, setting up a convenient communication platform between the bank and customers.
Innovative service methods
After long-term and unremitting efforts, Bank of Communications Shijiazhuang Branch has gradually improved its service functions through innovative service methods, forming distinctive features such as networking, specialization, and diverse functions. . Relying on the advanced comprehensive business system, a highly professional business network has been woven between business outlets, self-service points, telephone banking, mobile banking, online banking, national inter-bank networking equipment and international agency banks covering provincial capitals. , supporting the rapid exchange of information flow and capital flow. Nowadays, both personal remittances and large corporate transfers can be received in real time. After continuous optimization and upgrading, network security, information transmission speed, and network operation quality have been significantly enhanced. The terminals of the network involve shopping mall cashiers, customers' home computers, mobile phones and fixed phones, and extend to corporate financial offices, securities companies and business front desks of government agencies, enterprises and institutions. Customers can more conveniently complete various financial investments by relying on the developed network convenience of Bank of Communications. affairs.
The service functions of the outlets are more complete. The service functions of the business outlets in the city are relatively complete, integrating corporate business, personal business, intermediary agency business, international business, financial consulting business, etc. The service capabilities and business radiation of the outlets have been greatly enhanced. With the increase in service functions of outlets, the comprehensive and professional service capabilities of employees have been further improved, making it a reality for customers to enjoy higher-level professional services.
Product concentration has further increased, and the influence of brands has become increasingly prominent. With the Pacific Card as the leader, the bank integrates almost all personal financial service functions such as local and foreign currency savings, financing, investment, payment, consumption and capital transactions into one card. Using a Pacific Card, you can handle various personal businesses, such as Business can use a variety of tools and has very prominent features of intensification. Like a key, Pacific Card has become the most important tool for customers to open the door to financial management of Bank of Communications. With the introduction of new products and functions, Pacific Card's market visibility is getting higher and higher, showing a good trend of accelerating development.
Innovative service varieties
Always putting customer needs first is the success of Bank of Communications Shijiazhuang Branch in continuously innovating service varieties. Relying on its high-quality workforce and electronic platform advantages, Bank of Communications Shijiazhuang Branch continues to launch new service products, playing a positive role in guiding citizens in the provincial capital to establish scientific financial management concepts and leading the development trend of the industry. In 2001, after in-depth market research, Bank of Communications Shijiazhuang Branch took the lead in launching the foreign exchange treasure business in the provincial capital, which is convenient for transactions. It immediately aroused the welcome and enthusiastic participation of foreign currency holders. After many salon exchanges and training lectures, it gradually cultivated a Stable Huiyou group. Then, the bank seized the opportunity to extend the business hours of Hui Hui Bao to 24 hours a day, further enriching the transaction methods, making this new business, which was launched only three years ago, a brand business of the bank, and has always maintained a leading position in the provincial capital peer market. status. Subsequently, in accordance with the development strategy of dominating international business, the bank launched new personal foreign exchange purchase business, personal international exchange business and personal foreign exchange financial product "Delibao" business around personal foreign exchange business. Focusing on corporate foreign exchange business, the bank launched a new Fu Feiting business, TT remittance financing business and import and export factoring business have achieved the development goals of serialization of foreign exchange products and strong dominance in foreign exchange business.
For businesses that are familiar to individual and corporate customers, the bank has also strengthened product innovation and portfolio innovation. Personal business such as: National Remittance, festive deposit certificates, electronic greeting cards, etc. Among them, Pacific Card's National Express business is the first in the provincial capital to achieve nationwide networking and instant payment. It has established market advantages with its characteristics such as speed and security, and has become the first choice for customers to handle remittances. So far, the bank has processed a total of 50 billion National Express remittances. Yuan. In terms of the company's business, in conjunction with the new demands and changes in the market, we continue to introduce new products, such as accounts receivable financing, entrusted loan business and corporate online banking, customs declaration Yidiantong and Yinqitong and other new electronic products, which have brought great benefits to our corporate customers. Financing and settlement convenience.
Relying on brand business and adding new additional businesses is also the success of Bank of Communications Shijiazhuang Branch’s innovative products. The Bank-Shui Tong business realizes electronic tax filing through automatic withholding, which brings great convenience to taxpayers in provincial capitals and achieves a win-win situation for customers, tax bureaus and banks. The network with tobacco companies allows tobacco retailers to enjoy the convenience of automatic payment and door-to-door delivery using a Pacific Card.
At present, Bank of Communications Shijiazhuang Branch has formed a complete business variety system and a relatively mature product development and promotion mechanism, and will continue to explore and be proactive on the road of innovation, and will provide more customers with rich financial feast and high-quality financial services.
Bank of Communications Shijiazhuang Branch
-------------------------------- ----------------------------------------
Members of the leadership team of Bank of Communications Shijiazhuang Branch
Bank of Communications Shijiazhuang Branch is a directly affiliated branch of Bank of Communications in the capital of Hebei Province. Since its opening in 1990, in accordance with the requirements for establishing a standardized commercial bank, we have made every effort to expand business, continuously strengthen internal management, and improve external services. Various businesses have achieved considerable development, and the level of business operation and management has gradually improved, making great contributions to the economic development of Hebei Province. Make a positive contribution.
Bank of Communications Shijiazhuang Branch adheres to efficiency-centeredness, follows the business strategy of "deposit-based bank, quality-based bank", proactively adapts to market changes, continuously increases marketing efforts for various businesses, and embarks on the path of local currency development. It is a virtuous track of simultaneous development and mutual promotion with foreign currency business, corporate business and private financial business, traditional business and emerging business; the asset structure, liability structure, customer structure, business variety structure, etc. have been continuously optimized, effectively ensuring the smooth operation of operations. High quality and high level.
In accordance with the principles of operating in accordance with the law and operating in a sound manner, it has taken the lead in Hebei Province to integrate with international practices and has successively implemented a series of management systems such as asset-liability ratio management, internal position hierarchical authorization, and comprehensive credit; it has continuously strengthened the system, organizational structure, and team building. Management and monitoring have greatly standardized business operations and reduced operating risks; flexibly arranged and dispatched funds to achieve the unity of fund security, liquidity and profitability, and always maintained sufficient payment capabilities. All business operations are computer-operated, and relying on the advantages of electronics, we continue to innovate business varieties, expand service functions, and win the trust of all walks of life with high-quality and efficient standardized services. At present, Shijiazhuang Branch has one business department, 23 sub-branches and a number of savings outlets. It has become a large commercial bank with strong financial strength, complete service functions and advanced management and service methods in the financial sector of the provincial capital.
Night view of the business office building of Bank of Communications Shijiazhuang Branch
The bank’s employees promote the Pacific Card business to customers
The spacious and bright business hall of Heping West Road Branch
p>
Bank of Communications Shijiazhuang Branch takes supporting the development of local economies and enterprises and institutions as its mission, and actively supports the development of large and medium-sized state-owned enterprises, high-tech industries and emerging industries. According to the national industrial policy, the work policy has been determined to focus on the advantageous backbone enterprises and large enterprise groups in the pharmaceutical, electronics, publishing, electric power, telecommunications, health and education industries. For more than 10 years, the plan has been to issue RMB loans More than 40 billion yuan and more than 100 million US dollars in foreign currency loans have strongly supported the reform and development of Hebei Province and Shijiazhuang City. At the same time, we adopt methods such as joint head office and branch branch loans, special technology loans, and bank acceptance bills to solve corporate financial difficulties, support corporate development, and cultivate a group of excellent customer groups with marketable products, promising development, profitable operations, and corporate credibility.
On the basis of actively developing traditional business and based on market demand, we actively promote the development of international business, intermediary business and private financial business, and strive to provide our customers with high-quality and efficient comprehensive services. In accordance with the operating policy of "integration of domestic and foreign currencies", we vigorously expand international business. Foreign currency deposits and loans and international settlement business have grown steadily. New business varieties such as import and export factoring business and forfaiting business have been launched in a timely manner, and have shown a good development trend. . Relying on its electronic advantages and making full use of the Pacific Card as a carrier, it has successively launched Pacific Card "All-in-One Card", "National Pass", "Foreign Exchange Treasure" and other businesses as well as various agency businesses and personal consumption loan businesses, which have been welcomed by the market.
Business Office Building of the Bank's Heping East Road Branch
With the goal of improving the overall service level, Bank of Communications Shijiazhuang Branch continues to improve services on the basis of actively developing new business varieties. By means of this method, we took the lead in launching local deposit and withdrawal system, national deposit and withdrawal system and comprehensive business system, established multiple 24-hour self-service services, and installed ATMs and multimedia service machines in busy road sections and all business outlets. It greatly facilitates customers. In accordance with the requirements for building high-quality outlets, the Bank further optimized the layout of outlets, expanded the business coverage, and renovated most of the business outlets, significantly improving their appearance and image; comprehensively implemented standardized service standards, and paid close attention to the "Bank of Communications Employee Code of Conduct" and the "Code of Professional Ethics for Bank of Communications Employees", and carried out in-depth quality service competitions and professional ethics education activities to further enhance the external image of Bank of Communications.
Faced with the increasingly fierce competition in the industry after China’s entry into the WTO, in accordance with the development goals of turning Bank of Communications into a standardized joint-stock commercial bank oriented to emerging markets, leading in comprehensive functions, and dominant in international business, and in accordance with the " According to the overall strategic requirements of "Six Advanced", combined with the characteristics of regional economic development and the actual situation of the Bank, Bank of Communications Shijiazhuang Branch will continue to take development as the theme and efficiency as the goal, continue to organize and implement the comprehensive integrated marketing strategy, and promote various businesses Steady and coordinated development; further deepen reforms, improve internal operating mechanisms, strengthen internal management, standardize business operations, and comprehensively improve operating and management levels; accelerate the pace of financial electronic construction, vigorously promote business innovation and service innovation, and strive to realize the transformation of Bank of Communications as soon as possible The goal is to build a standardized commercial bank with international operating and management standards.