Service upgrade-faster and more intimate
20 13 China merchants bank Jinan branch continuously optimizes the process in terms of fast service. In order to enable customers to complete their business more conveniently and efficiently, the bank has promoted service upgrades including "network reservation service", "online banking self-service filling" and "3G project".
Now, customers only need to reserve outlets and business processing time through China Merchants Bank's mobile banking, and the bank's special counter will provide priority services to customers at that time. In addition, after the upgrade of "3G Project", the efficiency of opening accounts at outlets has more than doubled, and the card can be changed immediately when reporting the loss. Some businesses that can only be handled at the opening bank have been expanded, and they have been adjusted to be accepted at any outlets of the whole bank on the premise of controlling risks.
In order to provide customers with the best service experience, China Merchants Bank Jinan Branch launched the "Chaoxi" experience upgrade. Now free WiFi coverage allows customers to play mobile phones to kill time while waiting for business, without worrying about traffic. Many outlets are also equipped with iphone, ipad and iMAC "Apple Three-piece Set" for customers to experience the changes brought by the extremely fast network and equipment. The "visual counter" self-service equipment realizes the "face-to-face" communication between customers and remote tellers in the background operation center.
In addition, China Merchants Bank also launched the first "WeChat Bank" in China. You don't need to download the APP, just pay attention to the "China Merchants Bank" WeChat account, and you can realize debit card account inquiry, transfer remittance, credit card bill inquiry, repayment, integral inquiry and other card services. It can also realize various convenience services such as online inquiry, loan application, card application, mobile phone recharge, living payment, appointment processing, inter-bank fund collection and so on. If customers have questions, they can chat with China Merchants Bank customer WeChat.
In addition, the "Intimate Department" service of China Merchants Bank Jinan Branch has also made great strides. Various outlets have launched "peak-shifting tips" to remind their own passenger flow "peak-valley time" and guide customers to "peak-shifting" business. In order to make customers feel more comfortable and warm at the beginning and end of business, the business hall will play the broadcast language of "welcome early and deliver late" with soft and soothing music at the beginning and end of business every day.
Many benefits-more professional and fashionable.
The upgrade of the "exclusive department" service of China Merchants Bank Jinan Branch better embodies the service concept of "changing with you". Faced with the complex wealth management needs and different risk preferences of high-end customers, the Bank launched a series of exclusive wealth management products to meet customer needs.
At the same time, the bank's high-end customers have specially developed a "new generation wealth management system". This system is the first in China. According to the customer's life cycle, risk preference and investment objectives, it reminds customers of their positions in time, and conducts regular and in-depth inspections on asset allocation, so as to put forward targeted adjustment suggestions for customers to achieve their wealth goals.
In addition to providing professional services for high-end customers, China Merchants Bank Jinan Branch also provided a more cool "one-card M+ card" for young customers, which opened a new way of financial life for the post-80 s and post-90 s. From the card surface to the function, it is exclusive to the post-80 s: hipsters play personality, save money and play smart, play flash payment, play QR code, and surprises are constant. What's more worth mentioning is that M+ cardholders can use e-banking to transfer money and withdraw money on at M for free, and M+ cards can support online banking professional edition, mobile banking and pad banking, which can be easily paid on days with and without u-key.
In 20 13, Jinan Branch of China Merchants Bank launched various preferential activities for debit card holders: cooperating with high-quality merchants, launching 50% off normalized meals and 50% off movies every Wednesday, inviting customers to hold famous clothing parties with high-end clothes, holding special activities for customers to close stores with high-end shopping malls such as Ginza, and launching joint marketing activities with well-known merchants such as Ginza, He Jiong and Wanda on traditional festivals and holidays, which brought different experiences to credit card holders.
In addition, in 20 13, China Merchants Bank Jinan Branch held more than 10 exclusive activities for sunflower customers, including "parent-child safety education lecture" in cooperation with One Foundation, "parent-child financial business growth camp" and large-scale overseas financial activities in cooperation with various overseas institutions.
Focus on small and micro-create a new model
In supporting the real economy, China Merchants Bank Jinan Branch actively explored the new business model of Wechat business, vigorously carried out financial innovation in Wechat business, strengthened the awareness of risk management, improved the professional service level, established a highly competitive Wechat business development model, and established China Merchants Bank's leading image and position in the fierce market competition. In 200013, the scale of small and micro loans of China Merchants Bank Jinan Branch increased by 90% compared with the beginning of the year, which was 1 1 billion yuan more than the same period of 200012.
Focusing on micro-financial services, China Merchants Bank Jinan Branch reformed the approval process on 20 13, realized the centralized approval system of the head office of micro-credit loans, and established a more efficient and fast micro-business processing process. The pre-loan investigation process takes less time than before. The loan application is submitted to the Head Office for approval, and the final review is completed within 48 hours, which greatly improves the efficiency of approval.
Through differentiated innovative functions such as "easy turnover", we can meet the "short, frequent and urgent" needs of small and micro enterprise customers. "Turnaround Easy" is a function of China Merchants Bank embedded in "commercial loan" products, and customers can realize 24-hour online self-help loan repayment through the "Turnaround Easy" function. Interest is paid only when customers use loans, and banks do not charge interest when they do not use loans. The loan amount can reach 1.8 times of the property value, and it will be repaid as you borrow it, with daily interest, so as to truly realize the business loan of China Merchants Bank and "lend" the money to a good business.
China Merchants Bank also launched the exclusive debit card for small and micro enterprises-business card. Small and micro enterprises can apply for this card as long as they have business certification materials. Relying on this card, small and micro enterprises can not only realize free online transfer of national accounts and automatically obtain credit lines, but also realize free functions such as inter-bank fund collection. 20 13 China merchants bank Jinan branch provides package services such as super online banking and revolving transactions, and provides comprehensive services such as settlement and wealth management for small and micro business owners. Up to now, China Merchants Bank Jinan Branch has opened nearly 10,000 business cards through microfinance business.
In addition, China Merchants Bank Jinan Branch is also actively exploring new modes of acquiring customers for small and micro businesses. While carrying out traditional ways of obtaining customers, such as employee introduction, customer introduction and tapping existing customers, we also vigorously held "business meetings" with horizontal alliances such as chambers of commerce, associations and professional market managers to introduce the advantages of small and micro loan products, small and micro settlement products and small and micro services face to face, which won wide acclaim and praise from customers.