為保(bao)障(zhang)金(jin)融(rong)服(fu)務(wu)(wu)(wu)不中(zhong)斷，助力打贏疫情(qing)防控人民(min)戰(zhan)(zhan)爭、總體(ti)戰(zhan)(zhan)、阻(zu)擊戰(zhan)(zhan)，更好地(di)支持實(shi)(shi)體(ti)經(jing)濟發展，中(zhong)國(guo)銀行(xing)業(ye)(ye)協(xie)會(hui)落實(shi)(shi)《中(zhong)國(guo)銀保(bao)監會(hui)辦(ban)公廳關(guan)于進(jin)一(yi)步做好疫情(qing)防控金(jin)融(rong)服(fu)務(wu)(wu)(wu)的通知》要求，引(yin)領(ling)銀行(xing)業(ye)(ye)創新金(jin)融(rong)服(fu)務(wu)(wu)(wu)方式，在(zai)全(quan)國(guo)范圍，特(te)別是疫情(qing)較為嚴重的地(di)區加強線上金(jin)融(rong)服(fu)務(wu)(wu)(wu)，發揮數(shu)字化(hua)優勢(shi)提升服(fu)務(wu)(wu)(wu)便捷性，全(quan)力保(bao)障(zhang)非(fei)接觸金(jin)融(rong)服(fu)務(wu)(wu)(wu)順暢，支持企業(ye)(ye)復工復產。

　　一(yi)、優化(hua)豐富“非接觸服務渠道(dao)”，助力企(qi)業復(fu)工復(fu)產

　　各客(ke)服(fu)(fu)中(zhong)心與遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)發揮“全(quan)時(shi)空”、“全(quan)流(liu)程(cheng)(cheng)(cheng)”優(you)(you)(you)勢(shi)，充分(fen)對接網絡銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)、手機(ji)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)、小(xiao)程(cheng)(cheng)(cheng)序等(deng)電子渠(qu)道(dao)(dao)，優(you)(you)(you)化(hua)豐富“非(fei)接觸服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)”渠(qu)道(dao)(dao)，全(quan)力(li)推動各類企業(ye)(ye)(ye)(ye)(ye)(ye)復(fu)工(gong)(gong)復(fu)產(chan)。一(yi)是加(jia)強線(xian)(xian)上(shang)(shang)線(xian)(xian)下(xia)聯動，開辟(pi)復(fu)工(gong)(gong)復(fu)產(chan)金融(rong)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)綠色通(tong)(tong)(tong)(tong)(tong)道(dao)(dao)。各客(ke)服(fu)(fu)中(zhong)心與遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)同總行(xing)(xing)(xing)(xing)相關部門和(he)疫區相關分(fen)行(xing)(xing)(xing)(xing)、網點保(bao)持(chi)密切溝通(tong)(tong)(tong)(tong)(tong)，優(you)(you)(you)先處理(li)(li)(li)(li)企業(ye)(ye)(ye)(ye)(ye)(ye)復(fu)工(gong)(gong)復(fu)產(chan)金融(rong)業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)需(xu)求(qiu)。工(gong)(gong)商銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)建立(li)企業(ye)(ye)(ye)(ye)(ye)(ye)網銀(yin)(yin)(yin)外呼核實(shi)(shi)快(kuai)速(su)(su)響應機(ji)制(zhi)，完成(cheng)了包括武漢火(huo)神山醫院在內企業(ye)(ye)(ye)(ye)(ye)(ye)網銀(yin)(yin)(yin)證書(shu)激活業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)，為企業(ye)(ye)(ye)(ye)(ye)(ye)客(ke)戶(hu)(hu)提供及(ji)時(shi)、高效、不間(jian)斷的(de)遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)金融(rong)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)保(bao)障。建設銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)通(tong)(tong)(tong)(tong)(tong)過(guo)移動端、PC端10大服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)場景隨時(shi)隨處滿足個人及(ji)企業(ye)(ye)(ye)(ye)(ye)(ye)客(ke)戶(hu)(hu)、行(xing)(xing)(xing)(xing)內員(yuan)工(gong)(gong)金融(rong)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)需(xu)求(qiu)。二(er)是發揮視(shi)頻(pin)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)優(you)(you)(you)勢(shi)，遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)線(xian)(xian)上(shang)(shang)辦(ban)理(li)(li)(li)(li)業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)。應用人臉識別、視(shi)頻(pin)認(ren)證等(deng)新的(de)身份認(ren)證機(ji)制(zhi)，客(ke)服(fu)(fu)中(zhong)心與遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)可實(shi)(shi)現(xian)無接觸遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)身份核實(shi)(shi)授權，辦(ban)理(li)(li)(li)(li)復(fu)雜高頻(pin)業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)，最(zui)大程(cheng)(cheng)(cheng)度減(jian)少客(ke)戶(hu)(hu)外出。農業(ye)(ye)(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)將視(shi)頻(pin)客(ke)服(fu)(fu)系(xi)統與企業(ye)(ye)(ye)(ye)(ye)(ye)掌銀(yin)(yin)(yin)對接，打造對公開戶(hu)(hu)遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)視(shi)頻(pin)面(mian)簽拳頭產(chan)品。浦發銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)通(tong)(tong)(tong)(tong)(tong)過(guo)VTM流(liu)程(cheng)(cheng)(cheng)再造，最(zui)大程(cheng)(cheng)(cheng)度減(jian)少網點人員(yuan)授權工(gong)(gong)作量。疫情防(fang)控期(qi)間(jian)，中(zhong)信銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)依托高端凈值產(chan)品線(xian)(xian)上(shang)(shang)視(shi)頻(pin)身份核實(shi)(shi)，累計(ji)受理(li)(li)(li)(li)1391筆；民生(sheng)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)12萬(wan)客(ke)戶(hu)(hu)通(tong)(tong)(tong)(tong)(tong)過(guo)遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)柜員(yuan)辦(ban)理(li)(li)(li)(li)業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)，已(yi)超過(guo)同期(qi)線(xian)(xian)下(xia)網點業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)量。三(san)是依托對公專業(ye)(ye)(ye)(ye)(ye)(ye)客(ke)服(fu)(fu)，為企業(ye)(ye)(ye)(ye)(ye)(ye)客(ke)戶(hu)(hu)提供業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)咨(zi)詢。疫情防(fang)控期(qi)間(jian),各客(ke)服(fu)(fu)中(zhong)心與遠(yuan)(yuan)(yuan)(yuan)(yuan)程(cheng)(cheng)(cheng)銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)協同業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)部門，迅速(su)(su)建立(li)起企業(ye)(ye)(ye)(ye)(ye)(ye)客(ke)戶(hu)(hu)問題溝通(tong)(tong)(tong)(tong)(tong)處理(li)(li)(li)(li)機(ji)制(zhi)，保(bao)障對公專線(xian)(xian)、小(xiao)微專線(xian)(xian)人工(gong)(gong)服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)暢通(tong)(tong)(tong)(tong)(tong)。招商銀(yin)(yin)(yin)行(xing)(xing)(xing)(xing)對于影響企業(ye)(ye)(ye)(ye)(ye)(ye)復(fu)工(gong)(gong)復(fu)產(chan)的(de)客(ke)戶(hu)(hu)需(xu)求(qiu)設置特殊處理(li)(li)(li)(li)流(liu)程(cheng)(cheng)(cheng)，及(ji)時(shi)跟蹤處理(li)(li)(li)(li)。2月期(qi)間(jian)為超過(guo)7萬(wan)對公客(ke)戶(hu)(hu)提供服(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)(wu)，接通(tong)(tong)(tong)(tong)(tong)率實(shi)(shi)現(xian)98.45%，客(ke)戶(hu)(hu)滿意度達到100%。

　　二、加(jia)強金融科技應(ying)用，創新推出居家客服金融服務

　　居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)是客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)員(yuan)工(gong)(gong)居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)辦(ban)公(gong)，借助手(shou)機、電(dian)腦、耳麥(mai)等(deng)(deng)(deng)設(she)(she)備在(zai)(zai)家(jia)(jia)(jia)遠(yuan)(yuan)程服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)客(ke)(ke)(ke)戶(hu)的(de)(de)一(yi)(yi)種方式(shi)。各客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)中(zhong)(zhong)心(xin)與(yu)遠(yuan)(yuan)程銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)應用(yong)金(jin)融科技(ji)(ji)，快(kuai)(kuai)速部署(shu)(shu)(shu)居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)應急方案，在(zai)(zai)抗擊(ji)疫情(qing)、保(bao)(bao)障(zhang)客(ke)(ke)(ke)戶(hu)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)中(zhong)(zhong)發揮(hui)了(le)(le)積極作用(yong)。一(yi)(yi)是降低人員(yuan)聚集、往返風險，保(bao)(bao)障(zhang)對外(wai)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)能力。疫情(qing)防控期間(jian)，建(jian)設(she)(she)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、交通(tong)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、光(guang)(guang)大(da)(da)(da)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、民(min)生銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)等(deng)(deng)(deng)設(she)(she)在(zai)(zai)武漢地(di)區的(de)(de)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)中(zhong)(zhong)心(xin)全(quan)(quan)(quan)部停運，居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)的(de)(de)快(kuai)(kuai)速推(tui)出(chu)(chu)有效補充了(le)(le)對外(wai)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)能力。交通(tong)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、郵(you)儲銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、光(guang)(guang)大(da)(da)(da)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、民(min)生銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)均部署(shu)(shu)(shu)200人以上的(de)(de)居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)；平安(an)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)信(xin)用(yong)卡中(zhong)(zhong)心(xin)部署(shu)(shu)(shu)近900人的(de)(de)語音居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)，占總人力的(de)(de)28%。截(jie)至3月(yue)24日(ri)，建(jian)設(she)(she)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)電(dian)話居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)在(zai)(zai)全(quan)(quan)(quan)條(tiao)線(xian)(xian)七家(jia)(jia)(jia)中(zhong)(zhong)心(xin)推(tui)廣應用(yong)，對接(jie)(jie)通(tong)率(lv)貢獻6.3個(ge)百分點，整體(ti)人工(gong)(gong)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)接(jie)(jie)通(tong)率(lv)持(chi)續保(bao)(bao)持(chi)在(zai)(zai)80%以上，部分時間(jian)超過(guo)(guo)90%；交通(tong)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)人工(gong)(gong)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)接(jie)(jie)通(tong)率(lv)提(ti)升至92.65%；光(guang)(guang)大(da)(da)(da)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)“移動客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)”已為超10萬客(ke)(ke)(ke)戶(hu)提(ti)供(gong)(gong)“云端”服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)；民(min)生銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)客(ke)(ke)(ke)戶(hu)6.3萬人次。二是應用(yong)方式(shi)多元化(hua)(hua)，業(ye)(ye)務(wu)(wu)場景(jing)精細(xi)化(hua)(hua)。19家(jia)(jia)(jia)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)相(xiang)繼推(tui)出(chu)(chu)居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)模式(shi)。其中(zhong)(zhong)，農(nong)業(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、中(zhong)(zhong)國銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、郵(you)儲銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)等(deng)(deng)(deng)8家(jia)(jia)(jia)推(tui)出(chu)(chu)遠(yuan)(yuan)程手(shou)機居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)；建(jian)設(she)(she)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、浦發銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)等(deng)(deng)(deng)5家(jia)(jia)(jia)推(tui)出(chu)(chu)VPN居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)；交通(tong)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)推(tui)出(chu)(chu)SIP居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)；光(guang)(guang)大(da)(da)(da)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、平安(an)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)等(deng)(deng)(deng)6家(jia)(jia)(jia)推(tui)出(chu)(chu)云桌(zhuo)面居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)。79%的(de)(de)居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)提(ti)供(gong)(gong)非賬務(wu)(wu)咨(zi)詢類業(ye)(ye)務(wu)(wu)，10.5%提(ti)供(gong)(gong)非賬務(wu)(wu)咨(zi)詢和賬務(wu)(wu)查詢業(ye)(ye)務(wu)(wu)，10.5%提(ti)供(gong)(gong)與(yu)現場客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)完全(quan)(quan)(quan)相(xiang)同的(de)(de)業(ye)(ye)務(wu)(wu)。三是快(kuai)(kuai)速上線(xian)(xian)，強(qiang)化(hua)(hua)遠(yuan)(yuan)程業(ye)(ye)務(wu)(wu)支撐。通(tong)過(guo)(guo)前期充分論證，選(xuan)取(qu)適合的(de)(de)技(ji)(ji)術路線(xian)(xian)與(yu)運營(ying)方案，快(kuai)(kuai)速部署(shu)(shu)(shu)居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)上線(xian)(xian)。交通(tong)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)7天(tian)實現上線(xian)(xian)，郵(you)儲銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)10天(tian)實現上線(xian)(xian)。農(nong)業(ye)(ye)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、中(zhong)(zhong)國銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、光(guang)(guang)大(da)(da)(da)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、北(bei)京銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)等(deng)(deng)(deng)19家(jia)(jia)(jia)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)創新(xin)開展線(xian)(xian)上直播培訓，交通(tong)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、郵(you)儲銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、華(hua)夏銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)、平安(an)銀(yin)行(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)等(deng)(deng)(deng)建(jian)立云知識庫(ku)、組建(jian)業(ye)(ye)務(wu)(wu)支持(chi)工(gong)(gong)作群，對居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)給予實時遠(yuan)(yuan)程支持(chi)，確保(bao)(bao)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)品質與(yu)客(ke)(ke)(ke)戶(hu)體(ti)驗。四是全(quan)(quan)(quan)方位安(an)全(quan)(quan)(quan)管控，嚴防各類金(jin)融風險。通(tong)過(guo)(guo)制定居(ju)(ju)(ju)(ju)(ju)(ju)家(jia)(jia)(jia)客(ke)(ke)(ke)服(fu)(fu)(fu)(fu)(fu)(fu)運營(ying)管理(li)辦(ban)法，嚴格規范(fan)服(fu)(fu)(fu)(fu)(fu)(fu)務(wu)(wu)流程，合理(li)設(she)(she)置業(ye)(ye)務(wu)(wu)范(fan)圍(wei)，并強(qiang)化(hua)(hua)信(xin)息安(an)全(quan)(quan)(quan)保(bao)(bao)護。

　　三、積極推廣線(xian)上業(ye)務，提升線(xian)上金融服(fu)務質(zhi)效

　　疫(yi)情(qing)防(fang)控期(qi)間，各(ge)客服(fu)(fu)(fu)中(zhong)(zhong)(zhong)心(xin)與遠程(cheng)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)積極宣傳(chuan)引導(dao)(dao)線上(shang)業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)，為(wei)(wei)客戶(hu)(hu)提(ti)供安全(quan)(quan)便捷、優(you)質(zhi)高(gao)效的(de)(de)(de)“在家”金融(rong)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)。一是科(ke)(ke)技(ji)賦能，加強線上(shang)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)引導(dao)(dao)。面(mian)對(dui)線下(xia)網點(dian)(dian)(dian)大面(mian)積停業(ye)(ye)(ye)(ye)(ye)(ye)，各(ge)客服(fu)(fu)(fu)中(zhong)(zhong)(zhong)心(xin)與遠程(cheng)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)積極履行(xing)(xing)(xing)責任，快速(su)建(jian)立健全(quan)(quan)全(quan)(quan)員抗(kang)“疫(yi)”機(ji)(ji)制(zhi)，整(zheng)合(he)人力與智(zhi)(zhi)能資源，人機(ji)(ji)協(xie)同高(gao)效響(xiang)應(ying)客戶(hu)(hu)訴求。通過(guo)發(fa)(fa)布全(quan)(quan)民(min)金融(rong)自(zi)助(zhu)(zhu)倡(chang)議，在抖音(yin)、直播(bo)等新媒體宣傳(chuan)防(fang)疫(yi)知(zhi)識、普及(ji)熱點(dian)(dian)(dian)金融(rong)知(zhi)識，逐(zhu)步(bu)培(pei)養客戶(hu)(hu)自(zi)助(zhu)(zhu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)習慣；通過(guo)上(shang)線電話自(zi)助(zhu)(zhu)導(dao)(dao)航、建(jian)立網點(dian)(dian)(dian)信(xin)(xin)息(xi)索引、增設(she)機(ji)(ji)器人應(ying)答(da)、豐富(fu)“抗(kang)疫(yi)問(wen)診”“抗(kang)疫(yi)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)”“還款自(zi)助(zhu)(zhu)”專區專項服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)等，多舉措提(ti)升智(zhi)(zhi)能服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)使用。建(jian)設(she)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)“企業(ye)(ye)(ye)(ye)(ye)(ye)級(ji)知(zhi)識百科(ke)(ke)全(quan)(quan)書”通過(guo)企業(ye)(ye)(ye)(ye)(ye)(ye)號、員工APP、百度問(wen)答(da)送知(zhi)識到(dao)(dao)(dao)一線和(he)客戶(hu)(hu)，累計點(dian)(dian)(dian)擊(ji)量達百萬余次。二是聯動業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)渠(qu)道(dao)，線上(shang)培(pei)訓(xun)支撐優(you)質(zhi)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)。針對(dui)疫(yi)情(qing)防(fang)控期(qi)間陸(lu)續出臺(tai)的(de)(de)(de)新業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)政(zheng)策、新服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)流(liu)程(cheng)，工商(shang)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、中(zhong)(zhong)(zhong)國銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、中(zhong)(zhong)(zhong)信(xin)(xin)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)、民(min)生銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)等多家客服(fu)(fu)(fu)中(zhong)(zhong)(zhong)心(xin)一方面(mian)密切配合(he)業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)部門收集(ji)熱點(dian)(dian)(dian)、疑(yi)難、緊急業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)，整(zheng)理(li)培(pei)訓(xun)課件，通過(guo)“線上(shang)學(xue)習”、“分散(san)培(pei)訓(xun)”的(de)(de)(de)形(xing)式快速(su)傳(chuan)達全(quan)(quan)員；另一方面(mian)與業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)部門建(jian)立業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)資料更新、緊急事件聯動處理(li)機(ji)(ji)制(zhi)，使客戶(hu)(hu)問(wen)題(ti)快速(su)得(de)到(dao)(dao)(dao)響(xiang)應(ying)，讓客戶(hu)(hu)時(shi)刻享受到(dao)(dao)(dao)專業(ye)(ye)(ye)(ye)(ye)(ye)的(de)(de)(de)安心(xin)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)。三(san)是發(fa)(fa)揮智(zhi)(zhi)能客服(fu)(fu)(fu)，自(zi)助(zhu)(zhu)模式提(ti)升服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)效率(lv)。充分運用金融(rong)科(ke)(ke)技(ji)，引導(dao)(dao)客戶(hu)(hu)優(you)先使用智(zhi)(zhi)能化自(zi)助(zhu)(zhu)模式在線解決(jue)問(wen)題(ti)。工商(shang)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)編發(fa)(fa)微信(xin)(xin)圖(tu)文(wen)、農業(ye)(ye)(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)提(ti)供微信(xin)(xin)小程(cheng)序查詢疫(yi)情(qing)網點(dian)(dian)(dian)營業(ye)(ye)(ye)(ye)(ye)(ye)信(xin)(xin)息(xi)、中(zhong)(zhong)(zhong)國銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)優(you)化路由(you)策略、交通銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)運用智(zhi)(zhi)能機(ji)(ji)器人問(wen)答(da)、華夏銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)調整(zheng)語音(yin)問(wen)候語，有效分流(liu)電話渠(qu)道(dao)業(ye)(ye)(ye)(ye)(ye)(ye)務(wu)(wu)(wu)(wu)(wu)(wu)量的(de)(de)(de)同時(shi)，為(wei)(wei)客戶(hu)(hu)提(ti)供更加高(gao)效的(de)(de)(de)暖心(xin)智(zhi)(zhi)能服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)。四是堅守服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)一線，全(quan)(quan)程(cheng)響(xiang)應(ying)客戶(hu)(hu)訴求。根據對(dui)國有大型(xing)商(shang)業(ye)(ye)(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)及(ji)股(gu)份制(zhi)商(shang)業(ye)(ye)(ye)(ye)(ye)(ye)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)的(de)(de)(de)統計，1月23日至3月1日，84%的(de)(de)(de)客服(fu)(fu)(fu)中(zhong)(zhong)(zhong)心(xin)與遠程(cheng)銀(yin)(yin)(yin)(yin)行(xing)(xing)(xing)客戶(hu)(hu)滿意度在98%以(yi)上(shang)。此外，特(te)別為(wei)(wei)中(zhong)(zhong)(zhong)老年(nian)客群(qun)以(yi)及(ji)湖北(bei)疫(yi)區客戶(hu)(hu)提(ti)供優(you)先服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)(wu)(wu)。

　　四(si)、堅持以人(ren)為本，多(duo)措并舉保障(zhang)客(ke)戶服務

　　抗(kang)擊疫(yi)情(qing)(qing)期(qi)間(jian)(jian)，各(ge)(ge)(ge)客(ke)(ke)(ke)(ke)(ke)服(fu)(fu)(fu)中(zhong)心(xin)(xin)(xin)與(yu)遠(yuan)(yuan)程(cheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)以(yi)實際行(xing)(xing)(xing)(xing)(xing)動(dong)(dong)堅(jian)守(shou)(shou)服(fu)(fu)(fu)務(wu)初心(xin)(xin)(xin)，眾志成城保障客(ke)(ke)(ke)(ke)(ke)戶(hu)(hu)服(fu)(fu)(fu)務(wu)。一是(shi)嚴格疫(yi)情(qing)(qing)防(fang)控(kong)，守(shou)(shou)護員(yuan)工(gong)身心(xin)(xin)(xin)健(jian)康。針對客(ke)(ke)(ke)(ke)(ke)服(fu)(fu)(fu)中(zhong)心(xin)(xin)(xin)7*24小(xiao)時(shi)運營(ying)、員(yuan)工(gong)較多(duo)、辦公(gong)集中(zhong)、用(yong)餐、夜班住宿等特(te)殊(shu)情(qing)(qing)況，將現場安(an)全運營(ying)、保障員(yuan)工(gong)安(an)全放(fang)在首要位置，通(tong)(tong)過細化體溫(wen)測試、工(gong)區錯位入(ru)座(zuo)、強制(zhi)(zhi)(zhi)分(fen)散用(yong)餐、場地(di)定時(shi)消(xiao)毒(du)、員(yuan)工(gong)健(jian)康追蹤等措(cuo)施，筑起疫(yi)情(qing)(qing)防(fang)控(kong)和服(fu)(fu)(fu)務(wu)保障的(de)(de)(de)(de)(de)堅(jian)實防(fang)線(xian)(xian)。建(jian)(jian)設銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、民生(sheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)開(kai)通(tong)(tong)心(xin)(xin)(xin)理(li)(li)咨(zi)詢(xun)熱(re)(re)(re)(re)線(xian)(xian)，重點對湖北地(di)區員(yuan)工(gong)進行(xing)(xing)(xing)(xing)(xing)心(xin)(xin)(xin)理(li)(li)輔導、情(qing)(qing)緒減壓，協(xie)(xie)助解決(jue)員(yuan)工(gong)生(sheng)活與(yu)家庭中(zhong)的(de)(de)(de)(de)(de)困難。二是(shi)啟動(dong)(dong)應急(ji)(ji)機(ji)制(zhi)(zhi)(zhi)，實際行(xing)(xing)(xing)(xing)(xing)動(dong)(dong)彰顯(xian)黨員(yuan)擔當。農業(ye)(ye)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、中(zhong)國銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、郵儲(chu)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)等多(duo)地(di)運營(ying)的(de)(de)(de)(de)(de)客(ke)(ke)(ke)(ke)(ke)服(fu)(fu)(fu)中(zhong)心(xin)(xin)(xin)迅(xun)速(su)啟動(dong)(dong)應急(ji)(ji)預案(an)，員(yuan)工(gong)積極響應，主(zhu)動(dong)(dong)放(fang)棄春節休假、退訂返鄉行(xing)(xing)(xing)(xing)(xing)程(cheng)，各(ge)(ge)(ge)級備援人員(yuan)召之(zhi)即來、來之(zhi)能戰(zhan)，成為(wei)客(ke)(ke)(ke)(ke)(ke)服(fu)(fu)(fu)“最美逆(ni)行(xing)(xing)(xing)(xing)(xing)者(zhe)”。工(gong)商(shang)(shang)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、建(jian)(jian)設銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、廣(guang)發銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)的(de)(de)(de)(de)(de)黨員(yuan)、干部(bu)(bu)(bu)主(zhu)動(dong)(dong)請(qing)(qing)纓，帶頭沖鋒在疫(yi)情(qing)(qing)防(fang)控(kong)、客(ke)(ke)(ke)(ke)(ke)戶(hu)(hu)服(fu)(fu)(fu)務(wu)、運營(ying)支持第一線(xian)(xian)。三是(shi)宣導金(jin)融服(fu)(fu)(fu)務(wu)政策，解決(jue)客(ke)(ke)(ke)(ke)(ke)戶(hu)(hu)熱(re)(re)(re)(re)點難點問題。為(wei)保證特(te)殊(shu)時(shi)期(qi)的(de)(de)(de)(de)(de)客(ke)(ke)(ke)(ke)(ke)戶(hu)(hu)體驗(yan)，各(ge)(ge)(ge)客(ke)(ke)(ke)(ke)(ke)服(fu)(fu)(fu)中(zhong)心(xin)(xin)(xin)與(yu)遠(yuan)(yuan)程(cheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)加(jia)強同各(ge)(ge)(ge)業(ye)(ye)務(wu)部(bu)(bu)(bu)門的(de)(de)(de)(de)(de)溝通(tong)(tong)聯(lian)動(dong)(dong)，明確差異化應急(ji)(ji)處理(li)(li)及授權機(ji)制(zhi)(zhi)(zhi)，共同協(xie)(xie)商(shang)(shang)出(chu)臺特(te)殊(shu)政策傳導方(fang)案(an)，為(wei)疫(yi)情(qing)(qing)地(di)區的(de)(de)(de)(de)(de)客(ke)(ke)(ke)(ke)(ke)戶(hu)(hu)解決(jue)后(hou)顧(gu)之(zhi)憂(you)。例(li)如，針對客(ke)(ke)(ke)(ke)(ke)戶(hu)(hu)申請(qing)(qing)房貸(dai)(dai)、信(xin)用(yong)卡(ka)(ka)、小(xiao)微貸(dai)(dai)款延(yan)期(qi)還(huan)(huan)款，各(ge)(ge)(ge)客(ke)(ke)(ke)(ke)(ke)服(fu)(fu)(fu)中(zhong)心(xin)(xin)(xin)與(yu)遠(yuan)(yuan)程(cheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)開(kai)通(tong)(tong)受理(li)(li)渠(qu)道，向業(ye)(ye)務(wu)部(bu)(bu)(bu)門及時(shi)傳遞客(ke)(ke)(ke)(ke)(ke)戶(hu)(hu)延(yan)期(qi)還(huan)(huan)款需求。工(gong)商(shang)(shang)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、建(jian)(jian)設銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、交(jiao)(jiao)通(tong)(tong)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、中(zhong)信(xin)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、招商(shang)(shang)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、浦發銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)、民生(sheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)等紛紛推出(chu)線(xian)(xian)上延(yan)期(qi)還(huan)(huan)款功(gong)能。其(qi)中(zhong)，建(jian)(jian)設銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)在線(xian)(xian)解決(jue)95%的(de)(de)(de)(de)(de)信(xin)用(yong)卡(ka)(ka)還(huan)(huan)款問題，微信(xin)端個(ge)貸(dai)(dai)還(huan)(huan)款功(gong)能點擊量(liang)達16.5萬(wan)人次。四是(shi)增援外(wai)交(jiao)(jiao)部(bu)(bu)(bu)12308熱(re)(re)(re)(re)線(xian)(xian)服(fu)(fu)(fu)務(wu)。當前，新(xin)冠(guan)肺炎疫(yi)情(qing)(qing)迅(xun)速(su)向全球(qiu)蔓延(yan)，意大(da)(da)利、西班牙、美國等歐(ou)美國家確診病例(li)增勢迅(xun)猛。由民生(sheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)信(xin)用(yong)卡(ka)(ka)中(zhong)心(xin)(xin)(xin)代建(jian)(jian)代維的(de)(de)(de)(de)(de)外(wai)交(jiao)(jiao)部(bu)(bu)(bu)12308熱(re)(re)(re)(re)線(xian)(xian)在疫(yi)情(qing)(qing)關鍵時(shi)刻，承(cheng)擔著特(te)殊(shu)使命(ming)。1月23日，外(wai)交(jiao)(jiao)部(bu)(bu)(bu)和新(xin)華社相(xiang)繼發布《外(wai)交(jiao)(jiao)部(bu)(bu)(bu)12308熱(re)(re)(re)(re)線(xian)(xian)全天候為(wei)受新(xin)型冠(guan)狀(zhuang)病毒(du)感(gan)染的(de)(de)(de)(de)(de)肺炎疫(yi)情(qing)(qing)影響的(de)(de)(de)(de)(de)海(hai)外(wai)中(zhong)國旅(lv)客(ke)(ke)(ke)(ke)(ke)提供協(xie)(xie)助》的(de)(de)(de)(de)(de)提醒，12308熱(re)(re)(re)(re)線(xian)(xian)來電(dian)量(liang)迅(xun)速(su)攀升，日均求助電(dian)話(hua)上千。面對大(da)(da)量(liang)海(hai)外(wai)中(zhong)國公(gong)民的(de)(de)(de)(de)(de)疫(yi)情(qing)(qing)咨(zi)詢(xun)與(yu)應急(ji)(ji)求助，民生(sheng)銀(yin)(yin)(yin)(yin)(yin)行(xing)(xing)(xing)(xing)(xing)信(xin)用(yong)卡(ka)(ka)中(zhong)心(xin)(xin)(xin)迅(xun)速(su)啟動(dong)(dong)增援機(ji)制(zhi)(zhi)(zhi)，加(jia)強各(ge)(ge)(ge)方(fang)聯(lian)動(dong)(dong)，在較短時(shi)間(jian)(jian)內完成人力動(dong)(dong)員(yuan)、物(wu)資準備等緊急(ji)(ji)部(bu)(bu)(bu)署，有效緩(huan)解了熱(re)(re)(re)(re)線(xian)(xian)接(jie)線(xian)(xian)壓力，保障了熱(re)(re)(re)(re)線(xian)(xian)服(fu)(fu)(fu)務(wu)水平。

　　五、發揮協會自律(lv)作(zuo)用，引領行業做好非接觸金融服(fu)務

　　自疫(yi)情(qing)(qing)(qing)發生伊始(shi)，中(zhong)國銀(yin)(yin)(yin)行(xing)業協(xie)會(hui)秉(bing)持“服(fu)(fu)(fu)(fu)務(wu)國家(jia)、服(fu)(fu)(fu)(fu)務(wu)人民(min)、服(fu)(fu)(fu)(fu)務(wu)會(hui)員(yuan)”的(de)理念，積(ji)極引領(ling)各客(ke)服(fu)(fu)(fu)(fu)中(zhong)心(xin)與遠(yuan)(yuan)程(cheng)銀(yin)(yin)(yin)行(xing)用服(fu)(fu)(fu)(fu)務(wu)支(zhi)援(yuan)一(yi)線(xian)，用行(xing)動詮釋責任(ren)。一(yi)是及時發聲，引導客(ke)服(fu)(fu)(fu)(fu)助力(li)(li)抗(kang)擊(ji)(ji)(ji)疫(yi)情(qing)(qing)(qing)。1月28日(ri)，帶領(ling)銀(yin)(yin)(yin)行(xing)業5萬余客(ke)服(fu)(fu)(fu)(fu)人向社會(hui)莊嚴承諾(nuo)：《銀(yin)(yin)(yin)行(xing)客(ke)服(fu)(fu)(fu)(fu)人與您在(zai)一(yi)起(qi) 共(gong)克時艱堅守遠(yuan)(yuan)程(cheng)服(fu)(fu)(fu)(fu)務(wu)》，積(ji)極引導廣大客(ke)戶(hu)首(shou)選(xuan)手機銀(yin)(yin)(yin)行(xing)、網上銀(yin)(yin)(yin)行(xing)、直銷銀(yin)(yin)(yin)行(xing)、遠(yuan)(yuan)程(cheng)銀(yin)(yin)(yin)行(xing)等智(zhi)能、便捷(jie)、安心(xin)的(de)線(xian)上金(jin)(jin)融(rong)服(fu)(fu)(fu)(fu)務(wu)。二是加強宣傳(chuan)，引領(ling)客(ke)服(fu)(fu)(fu)(fu)全力(li)(li)保(bao)障(zhang)服(fu)(fu)(fu)(fu)務(wu)。1月30日(ri)，開辟“抗(kang)擊(ji)(ji)(ji)疫(yi)情(qing)(qing)(qing)，銀(yin)(yin)(yin)行(xing)客(ke)服(fu)(fu)(fu)(fu)人在(zai)行(xing)動”專欄，報道(dao)客(ke)服(fu)(fu)(fu)(fu)人在(zai)抗(kang)擊(ji)(ji)(ji)疫(yi)情(qing)(qing)(qing)中(zhong)的(de)有力(li)(li)舉(ju)措、溫暖事(shi)跡，并廣泛宣傳(chuan)客(ke)服(fu)(fu)(fu)(fu)中(zhong)心(xin)與遠(yuan)(yuan)程(cheng)銀(yin)(yin)(yin)行(xing)的(de)非接觸便捷(jie)服(fu)(fu)(fu)(fu)務(wu)。三是緊(jin)急行(xing)動，部(bu)署客(ke)服(fu)(fu)(fu)(fu)抗(kang)疫(yi)應急方案。分別(bie)于2月13日(ri)、2月19日(ri)組織召開兩場(chang)抗(kang)擊(ji)(ji)(ji)疫(yi)情(qing)(qing)(qing)專題(ti)電(dian)話會(hui)議，聚焦居家(jia)客(ke)服(fu)(fu)(fu)(fu)模式作為特殊時期(qi)到崗(gang)人員(yuan)緊(jin)張、客(ke)戶(hu)服(fu)(fu)(fu)(fu)務(wu)響應困(kun)難的(de)應急解決方案，以金(jin)(jin)融(rong)科(ke)技助力(li)(li)抗(kang)擊(ji)(ji)(ji)疫(yi)情(qing)(qing)(qing)。會(hui)后(hou)居家(jia)客(ke)服(fu)(fu)(fu)(fu)模式已(yi)逐步在(zai)多家(jia)銀(yin)(yin)(yin)行(xing)落地(di)實(shi)施，充分緩解了疫(yi)情(qing)(qing)(qing)防控期(qi)間的(de)人員(yuan)壓力(li)(li)，切實(shi)保(bao)障(zhang)了線(xian)上金(jin)(jin)融(rong)服(fu)(fu)(fu)(fu)務(wu)。