“建设人民满意银行”系列报道—心系客户挽损失 真情服务解民忧
近日,建设孟女士满面笑容地来到位于李沧区宝龙广场的人民工商银行九水路支行,向网点副职和客户经理送上了两面红彤彤的满意民忧锦旗,连声感谢工作人员急客户之所急帮助其挽回误转账资金的银行善举。 今年清明节前,系列心系孟女士的报道妹妹联系到她,称自己急需用钱,客户孟女士风风火火地来到附近工行网点,挽损务解在ATM机上直接转账5万元。情服待转账完毕核实时,建设孟女士发现对方并未收到转账,人民但查询自己的满意民忧银行卡余额显示确已扣除这5万元。孟女士顿时慌了,银行“你们的系列心系机器有问题!我转账了却没有给我到账!”孟女士赶紧到营业大厅寻找工作人员,情绪激动。报道网点副职王洋见状赶紧上前询问,和客户经理王扬一起安抚孟女士的情绪,并耐心倾听孟女士的诉求。了解清楚事情缘由后,王洋马上带领孟女士打印了账户历史明细,发现确实有一笔金额为5万元的转账,经仔细比对,发现收款卡号与孟女士妹妹的卡号十分相近,只有2位不同。“呀!我光急着转账了,输完卡号之后根本没有核对,以为我不会输错的,是我误会你们了。”查明原因后孟女士后悔万分,更加不安,“现在应该怎么办?我妹妹还着急用钱,我现在额外的钱也不够了,这转账转进陌生人的卡里,对方赖账不还怎么办?”孟女士从没遇到过这样的事情,越想越担心,顿时六神无主,手足无措地看向现场工作人员,眼泪几乎要夺眶而出。见此情形,王洋当机立断拨打了报警电话。因孟女士情绪过于激动,王洋在安排好网点运营秩序的同时陪同孟女士前往就近派出所进行信息登记。由于转账为孟女士自行操作,暂不属于立案范围,若后续对方侵占资金不还,将构成不当得利,民警记录下孟女士的相关情况,并为孟女士留下联系方式,让其暂时回家等待。 “谢谢你,不然我都不知道该怎么办好了。”登记完毕后,孟女士表示了自己真诚的谢意。事后,网点为孟女士专门建立了一个微信会话组,便于及时联系。王洋安慰道:“如果警方需要调查、调取证据等,我们随时协助,假期也没有关系,把钱赶紧追回来才是最重要的。”孟女士听后感动得热泪盈眶。 两天后,孟女士等来了好消息,收款方发现自己收到不明汇款,也前往派出所报案,经过一番波折,在网点协助及双方派出所民警的核对、调解下,孟女士收到了退款。看到退款进账的那一刻,孟女士长呼一口气,心里的石头终于落了地,也由衷感激网点工作人员以及派出所民警的大力协助。事后,为感谢王洋及客户经理王扬关键时刻的温情援助,孟女士再次来到支行,一进门就拉着王洋的手:“今天来除了感谢,我还有点钱想存咱们银行,有你们这么贴心的服务,钱存在这儿我放心!”。 对银行金融机构而言,服务是永恒的主题。近年来,青岛工行以建设人民满意银行为宗旨,不断为民办实事、解民忧,提升服务能力和水平,打造专业过硬、充满活力、优质服务的专业化人才队伍,以有温度的服务持续将金融好事办实、实事办好,以真情赢得真心。
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