商业银行零售客户金融消费权益:受损表征及保护策略

Financial Consumer Rights of Retail Banking Customers for Commercial Banks:Damaged Features &Protection Strategy

在客户金融服务维权意识日益增强、金融消费权益保护监管逐渐强化的背景下,如何有效维护金融消费者的合法权益成为国内商业银行面临的新课题。根据作者的管理经验,从专业精神、交易安全、服务态度、服务效率、服务外包等角度出发,分析了商业银行零售业务客户金融消费权益受损的主要表征,并在此基础上探析了我国商业银行零售业务客户的金融消费权益保护策略。

On the background of growing in financial legal awareness of customer and gradually being strengthened on financial consumer rights protection supervision, how to effectively safeguard the legitimate rights and interests of consumers has been becoming a new topic which domestic commercial banks are faced. From his own management experiences, the author analyzes the main features that financial consumer rights damaged of retail business customers in commercial banks, including professional spirits, transactional security, service efficiency, service attitude, service outsourcing. On the basis of the above, the author explores the strategy on the financial consumer rights protection of retail banking customers for China＇s commercial banks_