scratchpokemon| Huaxia Financial Management was rated as "Outstanding Financial Consumer Insurance Institution": Full life cycle, multiple scenarios, full coverage, building a customer service system

Special topicScratchpokemonList of winners of the 2024 Gold and Stone Awards

According to the financial front line news on May 22, the list of winners of the "2024 Gold and Stone Award and excellent case selection of Financial Consumer Protection" sponsored by Sina Finance was solemnly announced.Scratchpokemon! Under the fierce competition from many institutions, Huaxia Financial Management stood out and won the first prize of "excellent Financial institutions" for its related cases of "building customer service system".

The following is a brief description of the cases submitted by Huaxia Financial Management:

After the new rules, bank wealth management products break the "just exchange" and face the market feedback like other asset management products. Investors in wealth management products need to break the previous concept of "capital preservation and income protection". Accept the actual situation that the net value of bank wealth management products fluctuates and retreats as well as cannot be "just exchanged". Therefore, this puts forward higher requirements for the breadth and depth of consumer protection work of financial subsidiaries.

Huaxia Finance profoundly reflected and reviewed the impact of market fluctuations on the bank financial management industry in recent years, and made a positive transformation. As one of the early institutions in the financial sub-industry to try the travel program customer teaching service, Huaxia Financial Management established the customer experience Department in August 2023. Focus on customer service, by creating a sales staff, customer service platform.

On the one hand, it provides pre-sale, in-sale and after-sale professional capacity for sales channels; on the other hand, it directly provides customers with the core links and scenes before, during and after holding, including investment, investment and business management. Through the interaction of TOB and TOC, we finally form a virtuous cycle of full life cycle, multi-scene, full-coverage customer service system.

After the construction of a set of customer service system, first of all, the scale of Huaxia financial management education base continues to grow, and the mobile banking service number of consignment agencies has reached nearly 40,000 people. The number of direct selling APP users has accumulated nearly 200000 registered users, the number of official account followers has exceeded 40, 000, and the official Douyin account has covered more than 1.25 million people.

Secondly, the company's customer question resolution is growing rapidly, since November 2023 launched customer service calls, the company's customer service hotline has served more than 800 people. In 2023, the company assisted the consignment channel in handling nearly 300 complaints, customer satisfaction reached 100%, and the complaint handling rate was 100%. There were no major complaints in the whole year. In addition, we will assist customers to deal with 100 special items of financial products in 2023.

In addition, the breadth of the company's publicity activities has also been expanded. In 2023, more than 1800 copies of publicity and education contents were exported, including product marketing materials, live broadcast activities, etc., with a total number of visits exceeding 340000. The third Huaxia Financial Management Festival has more than 1 million participants and more than 400000 customers. Before the Spring Festival, the anti-fraud publicity series of consumer protection activities have a cumulative exposure of nearly 60,000 people, which has been well received by customers.

As a result of a series of efforts, the Banking Financial Management Registration and Trusteeship Center sent a thank-you letter to Huaxia Financial Management in December 2023, commending the company for continuously providing a number of high-quality investor education manuscripts to China Financial Management Network and the official account Wechat of the same name over the past year, which is of great significance to investor education in China's bank financial management market.

During 2023, Huaxia Finance won a number of industry awards, such as the 2023 Investment Promotion year and Financial Consumer Protection month Outstanding Project Outstanding Investment demonstration case Award, the 2023 Finance Union Outstanding Social responsibility Golden Hazelnut Award, and the 2023 people's ingenuity Brand Award. Recognized by all sectors of the community.