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银监会主席郭树清:银行业要有“端盘子”的服务精神 用金融科技推动创新
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Topic: 银监会主席郭树清:银行业要有“端盘子”的服务精神 用金融科技推动创新 (Read 223 times)
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银监会主席郭树清:银行业要有“端盘子”的服务精神 用金融科技推动创新
March 19, 2017, 12:17:05 PM
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银行业是一个服务业,要有‘端盘子’的服务精神,3·15之际,银监会主席郭树清在评价其所执掌的银行业的定位时如是说。消费者权益日当天,中国银行业协会发布了《2016年度中国银行业服务改进情况报告》,一同出席会议的还有9位银行董事长、6位行长等百余位银行高管。
不久前才在国新办新闻发布会上完成“首秀”的郭树清,承袭了他一贯的具象、幽默的讲话风格,在公布“客服中心人工电话接客户满意度达98.5%”时,他调侃道“我也不相信有这么高,我还专门问了一下,但大家说都是真的,建议媒体朋友不妨试一试。”那么,在国内外经济形势复杂多变的当下,中国银行业的服务还面临哪些痛点?服务的改进成效又有何突出之处?
消费者保护:从三个“绝不容许”到体验升级
金融维权历来饱受关注。银行卡盗刷、银行销售产品误导等严重影响了客户体验,也成为一年一度3·15曝光的“重灾区”。
郭树清将消费者权益保护的相关要求与公司治理、企业文化与经营发展战略联系起来,他在会上特别指出,要“落实销售专区产品销售“双录”(录音录像)有关要求,杜绝虚假承诺、误导销售和欺诈营销。”
他强调,银行在销售产品过程中要做到三个“绝不”:“必须向客户说明其性质、投向和可能的风险,绝不容许含糊其辞”;“绝不容许盗用银行名义”;“绝不容许只收费不负责。风险提示文字要标注和印刷在产品说明书的最显著之处。”
主动拥抱Fintech:银行业离柜交易率已达84%
郭树清指出,银行业属于现代服务行业,服务国家战略、服务实体经济、服务客户是银行的天职。
作为传统金融与互联网相结合的产物,会上,金融科技(fintech)的创新发展情况被特别提及。研究表明,2016年全球约50%的金融科技投资流向中国。“银行业正主动适应金融科技蓬勃发展的新趋势,创新服务渠道入口,注重服务渠道协同发展和资源整合。”郭树清说道。
截至2016年底,银行业离柜交易率达84%,同比提高6.6个百分点。郭树清评价道,“遍布全国各地的自助设备、电商平台、微信银行等交易也日趋活跃,为人民群众提供了全功能、全渠道、全天候的便捷金融新服务。”
郭树清表示,银行业3.0时代已经到来,要利用金融科技,依托大数据、云计算、区块链、人工智能等新技术,创新服务方式和流程,整合传统服务资源,联动线上线下优势,提升整个银行业资源配置效率,以更先进、更灵活、更高效地响应客户需求和社会需求。
制度监管:严控期限错配和杠杆投资
近期,制度建设之于防范金融风险的重要性被郭主席反复提及。在2日举行的国新办新闻发布会上,郭树清还曾用“牛栏里关猫”比喻当前的制度空白。
15日的会上,郭树清进一步强调,银行业要进一步加强内控管理,健全完善各项规章,补齐制度短板。
“要依据规范金融机构资产管理业务的指导意见,及时研究制定理财产品和资管产品管理办法;引导理财产品更多地投向实体经济,严控期限错配和杠杆投资。”郭树清说道。
在优化完善信息管理制度方面,郭树清指出,银行业各类服务变更调整等信息,要通过多种渠道及时向社会公告;对于员工泄露客户信息等风险事件,加强双线问责,严肃处理当事人,严格追究领导责任,从严从重处罚。
此外,他还指出要加强完善员工行为准则和职业操守制度的研究,强调“坚决惩处吃拿卡要、内外勾结、监守自盗、利益输送等违法违规违纪行为。”
“打铁还要自身硬”,郭树清强调,银行业员工要倡导为民、务实、清廉,做到忠诚、干净、担当的职业操守,继续弘扬银行业的“三铁”传统,为人民群众看好“钱袋子”。
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银监会主席郭树清:银行业要有“端盘子”的服务精神 用金融科技推动创新
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