Only when I met Pei Yigen did I know that he was a "native" local banker. Pei Yigen, graduated from the Department of World Economics of Fudan University 1992, worked as a foreign exchange trader, account manager and product supervisor ... until he became the president of Citigroup China Shanghai Branch. He achieved his career with his sureness and understanding, and made Citigroup China Shanghai Branch develop steadily and rapidly.
Reporter: Continuous innovation is the eternal driving force for enterprise development. Shanghai has always been the headquarters of Citigroup China, and many innovative businesses were born in Shanghai. What are the highlights this year?
Pei Yigen: Citibank strives to become the most customer-centered and innovative company in the financial industry, which is fully reflected in Shanghai.
20 10 On June 8th, Citigroup China announced that it would launch a new banking service tailored for small business owners through its retail banking outlets-"Youzhi Business" growth enterprise service. The new service will take the account manager of the retail bank as the single contact for customers, which will not only provide customers with personal financial services, but also help customers solve the service needs of commercial banks and provide one-stop banking services for the majority of small business owners. This kind of service is the first in China. /kloc-In July, 2004, Citigroup China launched "Private Customer Business" in Shanghai to provide personal wealth management services for high-net-worth customers with bank assets of more than RMB 8 million. On August 25th, Citigroup China announced the official opening of its full-featured retail outlet at People's Square Station of Shanghai Metro. This is the first full-featured intelligent outlet launched by Citigroup in China, which can serve up to 4 million subway passengers every day.
The biggest feature of Citibank's corporate culture is that it takes the long-term strategy of improving service quality and taking customers as the bank, and fully realizes that the key to implementing this strategy is to have a brand that attracts customers. Therefore, in Citibank, no matter its development strategy, service or form, it is constantly innovating. In the eyes of customers, the word "Citigroup" represents a world-class financial service standard. Shanghai Branch is sparing no effort to practice this.
Reporter: Innovation and service are inseparable. 2010165438+128 October, the first public education service day sponsored by China Banking Regulatory Commission was launched nationwide, and Citigroup Shanghai Branch was recognized by Shanghai Banking Regulatory Bureau for its extensive mobilization and careful preparation. What are the characteristics of public education services of Citigroup Shanghai Branch?
Pei Yigen: Harmonious financial development needs public education first. Public financial education is an important part of corporate social responsibility of banks. Using its own professional knowledge and global resources, Citigroup is duty-bound to popularize relevant financial knowledge to the public from various angles and forms, continuously expand the public's financial knowledge and improve the public's ability to identify and prevent financial risks, and has been making continuous efforts in this direction.
128 October 165438+28 Public Education Service Day, all publicity sites in Shanghai received about 2,000 people's consultations and distributed 1600 copies of publicity materials to answer and solve customers' various problems, such as bank financing risks, basic knowledge of consignment insurance, bank card charges, online banking, mortgage policy and study abroad finance. A number of employees who participated in the activity said that this educational activity answered many customers' doubts and was also a valuable experience to understand the public's financial needs.
We also actively participated in and supported a series of financial education projects in China. Citigroup is one of the main supporters of "Ten-year Plan of Rural Financial Education in China" (Jinhui Plan) initiated by China Financial Education Development Foundation. This is by far the largest rural financial education project. The project developed the first set of rural financial education courses and training materials in China, and provided training for 592 poverty-stricken counties in 2/kloc-0 provinces (autonomous regions and municipalities directly under the central government) in the central and western regions within ten years.
While developing our own financial business, we have also carried out a series of financial education activities aimed at different age groups and education levels in China. For example, in Bei Ni, a series of books suitable for children and adolescents' financial management education are launched to improve financial management, and consumer finance research and financial personnel training projects are carried out in cooperation with domestic first-class universities, supporting the "Ten-year Plan for Rural Financial Education in China".
Public education is not a one-time effort, but a long-term benefit. Citigroup China will take the opportunity of 20 10 public education day to continue to promote public education of honesty, professionalism and responsibility, and promote the harmonious development of finance.
Reporter: Citibank has been rated as "the best bank in China" by Asset magazine, an authoritative financial publication in the Asia-Pacific region, for three consecutive years. 2065438+001KLOC-0/On October 26th, Citigroup China announced that it was the "Best International Bank for Foreign Exchange Services" in Asia again. How does Citigroup win the competition in innovation, pricing and customer service?
Pei Yigen: The fundamental reason for this achievement lies in our pursuit of excellent customer service.
In China, Citibank is one of the most diversified international financial institutions, so we also strive to meet the needs of diversified customer groups. Our goal is to achieve the highest customer satisfaction, loyalty and retention rate. Whether for individual customers or corporate and institutional customers, Citi employees are committed to providing first-class services to customers. In 20 10, we further deepened customer education and communication in China. Continue to launch and distribute the 360-degree Citi Financial Outlook Manual to customers, and update the investment information, local and global economic current affairs, commodity, bond and foreign exchange market information and new product information of Citi China in time. "Insurance Financial Vitamins" are launched every month to provide guidance for individuals and families to plan their entire financial life. In addition to the traditional communication channels, we also provide customers with unique financial insights and communicate with customers through various channels such as the Internet, automatic voice response and fax.
We share information about products, services and the overall economic situation with our customers, and we also attach great importance to customer feedback. We constantly collect customer feedback through customer surveys and after-sales visits, and formulate a customer complaint handling process to handle all customer complaints in a timely and effective manner.
On the road to becoming the most customer-centered and innovative company in the financial industry, we will never forget that service is the foundation of innovation.