#author("2021-06-12T18:04:54+09:00","","")
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Novel coronavirus pneumonia outbreak in , the demand for financial services with "zero touch" has become a touchstone of the digital services capabilities of banks. "We have never felt the need for digital survival so strongly in the past." A person in charge of the online banking department of a commercial bank told Red Star news that although banks have stepped up the layout of online banking and mobile banking in the past, they still feel sorry under the epidemic situation, "this puts forward higher requirements for our mobile banking multi scene applications and how to meet the service of customers of different ages." Red Star News reporters found that during the period of home isolation under the epidemic situation, many new industries, such as online shopping, online customer acquisition, online office, online education, are accelerating to replace the traditional business model. Many banks realize that online finance, which is driven by the demand for "zero contact" financial services, needs to further embrace financial technology and bring about new technological and service changes. After the epidemic, China's financial technology may usher in a broader and more quality development wave. "Zero contact" promotes the acceleration of online finance to replace aunt Hu, who lives in Jinjiang District of Chengdu, will deposit a lump sum fixed deposit in the nearby bank of Chengdu after the Spring Festival every year. This year's deposits are due,Aunt Hu made a mistake for being unable to go out to handle business. She called the financial manager of the bank she knew for help. The financial manager assured her that recently, Bank of Chengdu automatically transferred all individual ordinary lump sum deposits due during the epidemic period according to the original deposit certificate period, without interest loss. At the same time, under the telephone guidance of the financial manager, aunt Hu finally learned to use the mobile banking app of Bank of Chengdu. In fact, there are many customers like aunt Hu. After the Spring Festival every year, fixed deposit matures, deposit transfer business increases, and the flow of people in bank outlets also increases. At the moment when traffic control is carried out in many parts of the country and the health department prompts to avoid mass gathering, how to guarantee financial services while "zero contact" has become a problem faced by many banks. According to the Red Star News reporter's inquiry, a number of state-owned banks including ICBC, ABC, BOC, CCB, postal savings bank, etc. and a number of joint-stock banks have formulated policies. If customers are inconvenient to go to the business outlets to handle the renewal deposit, they will calculate the interest according to the agreed interest rate until March 31, 2020, In order to reduce unnecessary customers out. in February 1st this year, the 5 departments of the central bank, the Ministry of Finance and the Banking Regulatory Commission jointly issued the notice on further strengthening financial support to prevent and control New Coronavirus's epidemic of pneumonia. "Financial institutions should strengthen the online services in the whole country, especially in the serious epidemic areas, and guide enterprises and residents to handle gold through the Internet, mobile phone APP and other online mode."Financial services". Since then, banking institutions have launched a variety of "zero contact" financial measures to strengthen online services and applications. Some banks have reduced fees and allowed profits to better guide residents to use "zero contact" financial services. Postal Savings Bank launched a series of online marketing activities, such as "postal savings canteen full discount, up to 200 yuan", "lucky draw every day, good gift 3 yuan purchase" and other activities; Bank of Chengdu launched mobile banking special activities, aiming at reducing the number of customers who go out to open mobile banking to enjoy online financial services during the epidemic prevention period, giving free mobile phone charges. At the same time, we will carry out exclusive preferential activities for customers who handle business through mobile banking and online banking. The reporter also noted that the financial managers of many banks also increased the introduction and promotion of various bank products and services in the circle of friends. The off-line business is limited, and the on-line business of the bank has increased significantly. "From the perspective of business data, the number of online transactions and the amount of transactions have increased significantly than usual." A person in charge of the online banking department of Sichuan Branch of postal savings bank told reporters that in January this year, the number of transactions of postal savings mobile banking in Sichuan Province increased by 9.74% and the transaction amount of Sichuan Province increased by 42.23%; the number of transactions of personal online banking in Sichuan Province increased by 11.27% and the transaction amount of Sichuan Province increased by 14.29%. The person in charge said that from the data point of view, the public mainly used account inquiry, transfer and remittance, life payment, credit card repayment, quick payment and other business items more frequently. According to the reporter, from January 24 to now, Chengdu bankThe bank's online channel has accounted for 92.6% of the total transaction volume of the bank, of which the transaction volume of mobile banking has increased by nearly 40% before the epidemic. A person in charge of the product and channel center of Inclusive Finance Division of Sichuan Tianfu bank told reporters that during the epidemic period this year, the average daily login users of mobile banking increased by 25.56% over the same period of last year; the average daily transaction users increased by 40.44% over the same period of last year; the average daily transaction number increased by 39.55% over the same period of 2019; and the average daily transaction amount increased by 40.44% over the same period of last year 66%. Optimization of online loan channel for corporate business In fact, in addition to providing more convenient "zero contact" financial services for the public, in the special period of fighting against the epidemic, many corporate business managers of banks provide a package of financial services for enterprises through telecommuting, including credit, financing, settlement, financial management, supply chain finance and other services. At the same time, they also open up a green channel for online loans. Small and micro businesses in small and micro businesses official account of , CCB said that during the epidemic period, small and micro enterprise customers could pay attention to WeChat public number of Construction Bank, keep abreast of the business development, or understand mobile phone bank, internet bank, CCB, and APP, and apply for inclusive financial services without leaving home. Zheshang Bank, on the other hand, is a small and micro enterprise in stock affected by the epidemic, which can actively increase the credit line up to 1.5 million yuan if it meets the conditions. It does not need to provide new information or new guarantee. The system will automatically approve the loan and sign the whole process onlineTo meet the needs of temporary funds. Bank of Chengdu, Tianfu bank and other local city commercial banks in Sichuan have also opened online green financial channels to provide customers with high-quality and efficient financial services with preferential interest rates during the epidemic period. "This epidemic has sounded an alarm for financial institutions." A person in charge of a joint-stock bank said that the recent outbreak of "zero contact" banking financial services was not caused by the epidemic. In fact, the banking industry has already begun to layout. In recent years, banks have actively increased investment in financial technology, and used big data, artificial intelligence, blockchain and other technologies to improve the ability and level of financial services, "it's just an epidemic." It's just a catalyst for accelerating this change. " In fact, financial technology has developed rapidly in recent years, but it is mainly concentrated in Internet giants, state-owned banks and joint-stock banks. Although traditional financial institutions are also actively deploying financial technology, they lack a strong driving force. In 2019, the central bank issued the "financial technology development plan (2019-2021)", many institutions that did not carry out financial technology layout before also began to pay attention to this field. In mid January this year, the "Interim Measures for the administration of Internet loans of commercial banks" was issued for comments. The measures allow local legal person banks to carry out Internet loan business. In addition to mainly serving local customers, they are allowed to prudently carry out cross jurisdiction business. The measures also provide policy space for some local banks to launch "zero contact" loans on the whole line in time under the epidemic situation. China and ThailandThe research report released by securities analyst Dai Zhifeng pointed out that the new pneumonia epidemic has a negative impact on consumer finance, third-party payment and other financial businesses in the short term, but it plays a catalytic role in the development of financial technology, prompting financial institutions to increase financial IT investment and accelerate the digital transformation. Dai Zhifeng believes that on the one hand, the demand of traditional financial institutions for financial technology has increased. The flow of offline outlets and sales departments decreased, and the demand of customers for online service channels increased. Financial institutions need to further improve the service function of online channels and enhance the user experience. In particular, the demand of face recognition and remote intelligent customer service module is improved. On the other hand, it is expected to accelerate the speed of financial enterprises to go to the cloud. "The traditional IT development mode requires technicians to develop and test in the local financial institutions. Under the background of epidemic prevention and control, the development of localized deployment projects is limited, and financial institutions will choose more financial cloud service mode, thus accelerating the transformation of traditional IT architecture. " "Short board" to be supplemented Or usher in a new wave of financial technology industry insiders believe that the "zero contact" financial services under the epidemic situation not only enhance the traditional institutions' sense of identity with financial technology, but also increase the sense of crisis. At the same time, because of some defects of online financial services, banks also have a more intuitive understanding of the changes in financial technology and services. After the epidemic, China's financial technology may usher in a broader and more quality development wave. "In the past, banks didn't feel so strong. After the epidemic, people were not satisfied with online financial servicesIt's a very strong feeling. " Wang Jianming, director of Yicheng interactive mobile products, said in an interview with red star news that under the epidemic situation, banks still have a lot of work to do if they want to achieve comprehensive "zero contact" financial services. As a financial technology company with more than 30 years of deep cultivation, Yicheng interactive mainly provides financial Internet services for banks. At present, it has cooperative relations with more than 70 bank customers. Wang Jianming said that although the bank's financial electronization has been relatively mature, there are still three "short boards" in the "zero contact" financial services to fight against the epidemic: one is the lack of preparation for docking with middle-aged and elderly customers; the second is the lack of scenario service; and the third is the urgent need to further improve risk control. "During the epidemic period, on the day of pension and pension payment, quite a number of elderly people went to the bank." Wang Jianming said that for banks, they still hope that they can handle business at home. Many banks are constantly sending notices to customers through wechat and SMS these days. They try not to queue up at bank outlets. They can handle it through online banking and mobile banking. "But one problem is that for the elderly, mobile banking still has a certain threshold. First, it is more complex and second, it has more information." "In the process, we see that there are also some demands." Wang Jianming said that many banks are thinking about whether mobile banking should make some corresponding changes for the elderly, "such as simpler content, larger operation interface and font. In addition, can there be special artificial customersThrough remote video to guide them to do these things, it may even be combined with some home devices, such as smart TV, audio and so on. " During the epidemic period, another thing that makes banks feel "crisis" is the absence in various "home consumption" scenarios. "During the epidemic period, many new business formats in online shopping, online customer acquisition, online office, online education and other industries are in full swing. What's more painful for banks is that they don't play too much added value. " Wang Jianming said that shopping at home, online medical consultation and even online education are not closely related to bank financial services. "Many customers are constantly thinking at this stage whether we should integrate with some external scenes, better connect with bank financial services, and integrate financial services into life scenes." Wang Jianming said that although some banks were trying to do some scene ecological small programs in the past, they felt more deeply under this epidemic situation. "In the future, banks may expand these external scenes, put them into banks in the form of small programs, and combine them with banking financial staging and other services. The pace is likely to accelerate and the scope will be wider. " Wang Jianming also pointed out that in the past, customer managers needed to go to small enterprises to do offline marketing in the business of corporate banking. Although part of the loan business can be handled online, it is still difficult to complete online business. The pain point is the problem of risk control. "After submitting the application, some small and medium-sized enterprises, in particular, still need to conduct offline investigation." Wang Jianming believes that after the epidemic, most of the business is carried out online, and to really do pure online business, we need strong supportRisk control ability "needs to make risk identification and judgment by summarizing all data and customer transaction behavior. In addition, the online marketing system is not so sound, many banking products are actually very professional. " Red Star News reporter Lu Bo
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