HARBIN BANK has comprehensively reshaped its service system through the "Orange" service brand construction, elevating the service from visible standards to an invisible conceptual upgrade. By creating a "365" service management system, it has strengthened service management, refined service standards, improved the service environment, innovated service methods, and enhanced service quality, recently earning the title of "Demonstration Unit for Modern Bank Service Certification" for 2024.

HARBIN BANK has been awarded the title of "Demonstration Unit for Modern Bank Service Certification."

Refining service standards: making service warmth a norm.

"Hello, welcome to HARBIN BANK, how can I help you?" Upon entering the HARBIN BANK service point, the warm attitude of the lobby service staff makes one feel welcomed; the clean and tidy environment in the lobby provides comfort...

HARBIN BANK has continuously reinforced the construction of service systems based on national standards, industry standards, and customer service needs. Based on customer demands and service management experience, it has established corporate standards and norms in service signage, service specifications, service efficiency, service supervision, special customer services, and emergency handling, consciously using higher standards to regulate services, mitigate risks, and clearly define various service standards and management requirements, constantly enhancing service quality and customer experience, becoming a "leader" in corporate standards for bank service points in the national banking sector. In national bank service certification, all business institutions meet the national service standard for bank service points. Thirty-seven institutions have been certified as star service points, four have been certified as demonstration institutions for elderly services, and two have received certification for green bank service points.

Practicing finance for the people: safeguarding the elder with "Orange" heart.

In recent years, as the aging of society deepens, the saying "Respect the elderly, and also care for others' elderly; nurture the young, and similarly care for others' young" has increasingly become a necessary path for fulfilling social responsibility. HARBIN BANK always pays attention to the financial service needs of elderly customers, comprehensively improving service quality in terms of service facilities, processes, and personnel, and has established systems like the "Assessment Standards and Requirements for Demonstration Service Points for Elderly Financial Services." In terms of elderly service facilities, features catering to elderly customers are enhanced, with optimized lobby layouts, designated seats for the elderly, wheelchair accessible spaces, mobile form-filling stations, vibrating call devices, large-print public information displays, magnifying glasses, blood pressure monitors, and more. For elderly safety measures, supportive lifting frames and cane stands, as well as accessibility paths, have been set up to ensure the safety of elderly customers. Regarding service processes, HARBIN BANK has specifically appointed elderly service staff, simplified business processes, optimized waiting areas, and improved service efficiency. In terms of service personnel, staff training has been strengthened to enhance employees’ service awareness and communication skills.

HARBIN BANK's Haxi Branch is the first demonstration service point for elderly services established by the bank in Harbin City. The thoughtful details in the lobby reflect the care for the elderly — in the resting area, hot water is always available, and magnifying glasses and reading glasses are readily accessible; in the waiting area, mobile form-filling stations are provided, and lobby service staff guide elderly customers in using the elderly-friendly smart teller machines, along with specially customized large-print mobile banking for seniors. Activities like health lectures and business consultations are also conducted to provide comprehensive financial services for elderly customers. Through attentive service and a series of solid service measures, HARBIN BANK has recently been awarded the title of "Demonstration Service Institution for Elderly Finance."

Fulfill social responsibility: Assist the disabled with "love" and without "obstacles".

One afternoon, a deaf and mute elderly man in his eighties visited the Chengdu Tianfu Branch of HARBIN BANK. The man came seeking the branch, as staff member Xiao Deng is the sign language service specialist here. With Xiao Deng's help, the elderly man successfully completed the process of opening a bank card.

Located in Chengdu's Qingyang District, the Tianfu Branch features smooth and gentle accessible ramps, spacious elevator corridors, well-equipped service counters, and specially designated accessible service areas for special groups... Every aspect reflects a person-centered approach, emphasizing "attention to detail and caring for customers." Customers with mobility difficulties only need to dial the accessible service hotline at the entrance, and a staff member will push a wheelchair to the door for reception. From taking a ticket for the customer, to inquiring about their needs in detail, and patiently answering various questions, the staff provides full guidance and assistance throughout, enhancing the customer's sense of belonging and experience. To continuously and effectively improve the level of accessible services, HARBIN BANK has included the construction of accessible facilities within its service management framework, established the "HARBIN BANK Special Customer Service Management Measures for Business Institutions," initiated the creation of a demonstration site for special financial services for the disabled, and released the "Standards for Creating Demonstration Sites for Special Financial Services for the Disabled at HARBIN BANK," aiming to build accessible demonstration sites, continuously promote accessible environment construction, and improve supporting accessible facilities, effectively enhancing the quality of financial services for disabled individuals.