兴业银行启东支行：暖心守护，涉外应急服务显担当
<p style="text-autospace:ideograph-numeric;text-align:center"><img src="data/attachment/forum/202508/06/dcbe52945cdfefb50a0e95947ee8c460.png" title="dcbe52945cdfefb50a0e95947ee8c460.png" alt="wps2.png"/></p><p style="text-autospace:ideograph-numeric;text-align:center;line-height:36px"><br/></p><p style="text-indent:43px;text-autospace:ideograph-numeric;line-height:32px"><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"></span></p><p style="text-indent:43px;text-autospace:ideograph-numeric;line-height:32px"><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">长期</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">以来，兴业银行高度重视涉外金融服务，聚焦境外人士在华金融需求与服务体验，以专业、高效、贴心的服务</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">为异国客户提供</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">金融服务</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">便利与保障。</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">近日</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，兴业银行启东支行一</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">次</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">涉外应急服务，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">较好地诠释了真诚服务的经营</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">理念。</span></p><p style="text-indent:43px;text-autospace:ideograph-numeric;line-height:32px"><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">当日晚</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">19</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">点多，启东支行已结束营业两</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">个</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">小时，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">南通</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">分行安保</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">室</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"><span style="font-family:仿宋">的</span><span style="font-family:仿宋">ATM求助对讲系统突然</span></span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">传来客户求助的声音</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">。电话那头，一位外籍客户</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">正</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">用英语焦急</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">地</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">求助，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">分行当晚</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">值班经警意识到情况</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">紧急</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">在了解到事发于启东支行的情况后，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">立即联系了支行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">的</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">会计主管。</span></p><p style="text-indent:43px;text-autospace:ideograph-numeric;line-height:32px"><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">网点</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">会计主管</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">收到电话后立即</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">赶到</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">支行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">ATM处</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">。</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">“Hello</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">！</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"> </span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">Can</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"> <span style="font-family:仿宋">I help you?”</span></span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">客户如遇救星，随即双方在</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">翻译软件</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">的帮助下开始了沟通。据了解，原来该外籍人士</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">是启东</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">一家</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">船厂</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">的专业</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">技术</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">人员</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，因</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">当</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">晚</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">急于用款在支行自助服务区进行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">取款</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">操作时，因操作停顿时间过长不慎银行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">卡被吞</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"><span style="font-family:仿宋">一时不知如何是好，于是通过</span><span style="font-family:仿宋">ATM自助对讲求助</span></span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">。了解</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">了基本</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">情况后，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">支行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">会计主管一边安抚客户，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">一边将客户</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">引导</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">至网点客户</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">接待区</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">并</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">贴心地</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">递上</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">一杯</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">水</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">缓解焦虑，一边紧急联系</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">网点</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">机具管理人员到场处理。</span></p><p style="text-indent:43px;text-autospace:ideograph-numeric;line-height:32px"><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">当</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">晚</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">20：</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">30</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">左右</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"><span style="font-family:仿宋">支行</span><span style="font-family:仿宋">ATM</span></span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">管理人员抵达网点，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">按规定流程</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">快速取出</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">了客户的</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">吞没卡。</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">在</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">身份核验时，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">支行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">发现</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">该</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">客户所持</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">的是</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">境外金属材质银行卡，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">客户无法按常规流程提供开户银行盖章的卡主信息，如</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"><span style="font-family:仿宋">通过</span><span style="font-family:仿宋">ATM验证密码可能二次吞卡。经沟通，客户表示可通过境外银行APP人脸识别登录，</span></span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">APP显示的卡号与实体卡一致</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">。</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">同时，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">支行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">通过监控回放确认全程</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">均</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">为该客户</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">自行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"><span style="font-family:仿宋">操作，结合护照、签证有效期等信息核对无误后，仅用</span><span style="font-family:仿宋">1</span></span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">0</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">分钟</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">左右即</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">为客户办</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">完了银行卡</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">签收手续</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">并</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">交还卡片。</span></p><p style="text-indent:43px;text-autospace:ideograph-numeric;line-height:32px"><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">在顺利</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">拿到</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">银行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">卡</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">后，该外籍</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">客户激动地竖起大拇指，连连道谢，称赞</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">启东支行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"><span style="font-family:仿宋">工作人员</span><span style="font-family:仿宋">“善良又有爱”，</span></span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">更</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">没想到非营业时间</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">处理这项应急情况也</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">能得到如此快速</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">高效，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">专业</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">和</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">贴心的</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">服务</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，让他在异国他乡倍感温暖。</span></p><p style="text-indent: 43px;line-height: 32px"><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">此次</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">涉外紧急金融</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">服务</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">兴业银行启东支行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"><span style="font-family:仿宋">坚守</span><span style="font-family:仿宋">“身份核验无误”的安全底线，</span></span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">同时</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">针对外籍客户特殊材质</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">银行</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">卡特点</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">采取</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">灵活</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">措施</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，既</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">高效</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">解</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">决了</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">客户</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">的</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">燃眉之急，又以</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">贴心的</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">关怀传递</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">兴业</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">温度，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">展现了</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">“以客户为中心”的</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">责任担当</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">，</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">是</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">涉外应急服务</span><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"><span style="font-family:仿宋">的重要实践和成功典范。</span> </span><strong><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"> </span></strong></p><p style="text-indent: 428px;line-height: 32px"><strong><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px">（周玲玲）</span></strong></p><p style="text-align: center;"><img src="data/attachment/forum/202508/06/0e47aab0d1c0b11ceae2430b2fb633a6.png" title="0e47aab0d1c0b11ceae2430b2fb633a6.png" alt="wps3.png"/><strong><span style="font-family: 仿宋;letter-spacing: 0;font-size: 21px"> </span></strong></p>
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