馬上消費(fèi)黨委書記兼副總經(jīng)理曹景泉：40余項(xiàng)制度護(hù)航構(gòu)建“大消?！备窬?/title> <meta name="renderer" content="webkit" /> <meta http-equiv="X-UA-Compatible" content="IE=Edge" /> <meta name="viewport" content="width=device-width,initial-scale=1.0,minimum-scale=1.0,maximum-scale=1.0" /> <meta name="keywords" content="" /> <meta name="description" content="“以‘制度引領(lǐng)+組織保障’為舉措，以三會(huì)一委和40余項(xiàng)消保相關(guān)制度，將消保工作與公司治理、業(yè)務(wù)經(jīng)營(yíng)、文化建設(shè)深度融合，推動(dòng)建立責(zé)任清晰、高效順暢的事前審查、事中管控、事后監(jiān)督全流程消保工作體系，實(shí)現(xiàn)產(chǎn)" /> <meta name="copyright" content="人民網(wǎng)版權(quán)所有" /> <meta name="filetype" content="0"> <meta name="publishedtype" content="1"> <meta name="pagetype" content="1"> <meta name="catalogs" content="L_367643"> <meta name="contentid" content="L_40776942"> <meta name="publishdate" content="2024-03-15"> <meta name="author" content="L_104269"> <meta name="editor" content=""> <meta name="source" content=""> <meta name="sourcetype" content=""> <link 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class="channel cf"> <div id="xhn5drdz" class="col-1-1"> 2024年03月15日15:02 | </div> <div id="xhn5drdz" class="col-1-2 fr"> <span id="xhn5drdz" class="rm_type"><img src="/img/2020wbc/imgs/icon_type.png" alt=""><i>小字號(hào)</i></span> </div> </div> <div id="xhn5drdz" class="rm_txt_con cf"> <div id="xhn5drdz" class="bza"><span></span><p></p></div> <div id="xhn5drdz" class="box_pic"></div> <p style="text-align: center;"><img src="/NMediaFile/2024/0315/LOCAL1710486454758RH5ZBGXIU6.jpg" alt="" /></p> <p style="text-indent: 2em;">“以‘制度引領(lǐng)+組織保障’為舉措，以三會(huì)一委和40余項(xiàng)消保相關(guān)制度，將消保工作與公司治理、業(yè)務(wù)經(jīng)營(yíng)、文化建設(shè)深度融合，推動(dòng)建立責(zé)任清晰、高效順暢的事前審查、事中管控、事后監(jiān)督全流程消保工作體系，實(shí)現(xiàn)產(chǎn)品服務(wù)橫向到邊、縱向到底的無(wú)死角、全覆蓋‘大消?！窬帧！睍r(shí)值2024年“3·15”金融消費(fèi)者權(quán)益保護(hù)教育宣傳活動(dòng)期間，馬上消費(fèi)黨委書記兼副總經(jīng)理曹景泉就近年來(lái)該公司消保工作開展情況及取得的成效進(jìn)行了介紹。</p> <p style="text-indent: 2em;"><strong>人民網(wǎng)重慶頻道：近年來(lái)，消費(fèi)金融行業(yè)的消保情況如何，作為消費(fèi)金融領(lǐng)域頭部企業(yè)，馬上消費(fèi)進(jìn)行了哪些探索？</strong></p> <p style="text-indent: 2em;"><strong>曹景泉：</strong>近年來(lái)，隨著消費(fèi)金融規(guī)模不斷擴(kuò)大、服務(wù)人群不斷下沉，消費(fèi)金融呈現(xiàn)出小額、分散、高頻的特征。隨之而來(lái)的是業(yè)務(wù)量和客訴量的雙增長(zhǎng)，加之非法“代理維權(quán)”等金融黑灰產(chǎn)的日益猖獗，消費(fèi)金融機(jī)構(gòu)在化解消費(fèi)糾紛和保護(hù)消費(fèi)者合法權(quán)益方面面臨著越來(lái)越大的壓力。為給金融消費(fèi)者提供更好的服務(wù)，馬上消費(fèi)等消費(fèi)金融頭部企業(yè)，一是加大科技研發(fā)，以科技賦能消保全流程管控，提升服務(wù)質(zhì)效，化解矛盾糾紛。二是加強(qiáng)行業(yè)協(xié)作和外部聯(lián)動(dòng)，成立打擊金融領(lǐng)域黑產(chǎn)聯(lián)盟，聯(lián)合打擊金融黑灰產(chǎn)，保護(hù)消費(fèi)者資金、信息安全。同時(shí)，馬上消費(fèi)也希望金融消費(fèi)者權(quán)益保護(hù)質(zhì)量評(píng)價(jià)體系能進(jìn)一步完善，“有效投訴”認(rèn)定標(biāo)準(zhǔn)和篩查辦法可以盡快出臺(tái)，更好地指導(dǎo)消費(fèi)金融機(jī)構(gòu)開展消費(fèi)者權(quán)益保護(hù)工作。</p> <p style="text-indent: 2em;"><strong>人民網(wǎng)重慶頻道：過(guò)去的一年，馬上消費(fèi)在消費(fèi)者權(quán)益保護(hù)方面開展了哪些亮點(diǎn)工作？取得了哪些成效？</strong></p> <p style="text-indent: 2em;"><strong>曹景泉：</strong>2023年，馬上消費(fèi)堅(jiān)持“以人民為中心”的發(fā)展思想，以滿足人民最關(guān)心、最直接、最現(xiàn)實(shí)的利益訴求為出發(fā)點(diǎn)，以構(gòu)建“大消保”工作體系、落實(shí)高質(zhì)量消保工作為著力點(diǎn)，以提高人民獲得感、幸福感、安全感為落腳點(diǎn)，奮力推動(dòng)金融消費(fèi)者權(quán)益保護(hù)工作邁上新臺(tái)階。</p> <p style="text-indent: 2em;"><strong>一是堅(jiān)持理念建構(gòu)高度，全員消保意識(shí)展現(xiàn)新風(fēng)貌。</strong>公司以“系統(tǒng)學(xué)習(xí)+專項(xiàng)培訓(xùn)”為抓手，全面學(xué)習(xí)、深刻領(lǐng)悟消保工作要求，將“以用戶為中心”的服務(wù)理念深入貫徹、全面落實(shí)到公司治理全領(lǐng)域、業(yè)務(wù)經(jīng)營(yíng)全流程，形成了“人人關(guān)心消保，人人參與消保，人人支持消?！钡牧己蔑L(fēng)貌。</p> <p style="text-indent: 2em;"><strong>二是拓展體制機(jī)制寬度，消保工作體系形成新格局。</strong>公司以“制度引領(lǐng)+組織保障”為舉措，以三會(huì)一委（董事會(huì)、監(jiān)事會(huì)、高級(jí)管理層和消保委）和40余項(xiàng)消保相關(guān)制度，將消保工作與公司治理、業(yè)務(wù)經(jīng)營(yíng)、文化建設(shè)深度融合，推動(dòng)建立責(zé)任清晰、高效順暢的事前審查、事中管控、事后監(jiān)督全流程消保工作體系，實(shí)現(xiàn)產(chǎn)品服務(wù)橫向到邊、縱向到底的無(wú)死角、全覆蓋大消保格局。</p> <p style="text-indent: 2em;"><strong>三是傳播金融知識(shí)溫度，金融素養(yǎng)提升取得新突破。</strong>公司以“為用戶提供有溫度的金融服務(wù)”為目標(biāo)，聚焦“一老一少一新”等群體，圍繞消費(fèi)者需求和關(guān)心關(guān)注問(wèn)題，依托平臺(tái)優(yōu)勢(shì)，打造“線上+線下”“集中性+陣地化”的金融教育宣傳網(wǎng)格，實(shí)現(xiàn)年觸達(dá)人群超2000萬(wàn)，進(jìn)一步提升消費(fèi)者金融素養(yǎng)，讓廣大金融消費(fèi)者“知金融理，做明白人”。</p> <p style="text-indent: 2em;"><strong>四是加大科技賦能強(qiáng)度，服務(wù)客戶能力得到新提升。</strong>公司依托科技賦能創(chuàng)新，自主研發(fā)XMA智能客服機(jī)器人、ICC預(yù)測(cè)式外呼、智能質(zhì)檢、智能雙錄等系統(tǒng)，利用科技手段為客戶提供暢通、高效、便捷的7*24小時(shí)不間斷服務(wù)，提高問(wèn)題處理效率以及解決能力，進(jìn)一步提升客戶滿意度。</p> <p style="text-indent: 2em;"><strong>五是提高黑灰產(chǎn)打擊力度，金融亂象整治取得新成效。</strong>針對(duì)金融黑灰產(chǎn)案件高發(fā)、危害消費(fèi)者合法權(quán)益這一亂象，公司在行業(yè)內(nèi)率先提出打擊金融黑灰產(chǎn)的口號(hào)，成立專業(yè)團(tuán)隊(duì)，聯(lián)動(dòng)行業(yè)力量，牽頭成立國(guó)內(nèi)首家打擊金融領(lǐng)域黑產(chǎn)聯(lián)盟（AIF聯(lián)盟）。截至當(dāng)前，馬上消費(fèi)成功助力29省公安機(jī)關(guān)受、立案件314起，其中刑事案件60起、治安案件254起，有力打擊了黑灰產(chǎn)囂張氣焰。</p> <p style="text-indent: 2em;"><strong>人民網(wǎng)重慶頻道：應(yīng)對(duì)當(dāng)前趨嚴(yán)的監(jiān)管壓力及突出的客訴環(huán)境，馬上消費(fèi)在消費(fèi)者權(quán)益保護(hù)方面采取了哪些有力的舉措？</strong></p> <p style="text-indent: 2em;"><strong>曹景泉：一是加大科技賦能，強(qiáng)化溯源治理。</strong>公司自主研發(fā)智能客服、客服策略引擎、知識(shí)中臺(tái)、客服助手、智能質(zhì)檢等系統(tǒng)，利用科技手段提升客戶問(wèn)題處理效率以及解決能力。強(qiáng)化“訴”源治理，推動(dòng)公司產(chǎn)品、策略、流程、系統(tǒng)和服務(wù)優(yōu)化。完善客訴策略，確保客戶合理訴求得到及時(shí)響應(yīng)、妥善解決。</p> <p style="text-indent: 2em;"><strong>二是加強(qiáng)金融宣教，推行多元化解。</strong>公司聚焦消費(fèi)糾紛重點(diǎn)領(lǐng)域，開展常態(tài)化、多樣性、宣教結(jié)合的金融知識(shí)普及活動(dòng)，傳遞金融正能量。同時(shí)，堅(jiān)持和發(fā)展新時(shí)代“楓橋經(jīng)驗(yàn)”，深入推進(jìn)多元糾紛化解機(jī)制，“一站式”化解客訴糾紛。</p> <p style="text-indent: 2em;"><strong>三是形成內(nèi)外合力，打擊金融黑灰產(chǎn)。</strong>公司成立專業(yè)團(tuán)隊(duì)，加強(qiáng)技術(shù)研發(fā)，強(qiáng)化黑灰產(chǎn)線索識(shí)別能力。率先倡議并牽頭成立國(guó)內(nèi)首家打擊金融領(lǐng)域黑產(chǎn)聯(lián)盟，凝聚行業(yè)力量，形成打擊合力。同時(shí)，推動(dòng)網(wǎng)絡(luò)平臺(tái)對(duì)非法代理維權(quán)信息發(fā)布路徑進(jìn)行整治，阻斷非法“代理維權(quán)”等黑灰產(chǎn)的網(wǎng)絡(luò)傳播和非法交易途徑。</p> <p style="text-indent: 2em;"><strong>人民網(wǎng)重慶頻道：關(guān)于金融黑灰產(chǎn)，可否為廣大消費(fèi)者做一下風(fēng)險(xiǎn)提示？</strong></p> <p style="text-indent: 2em;"><strong>曹景泉：</strong>近年來(lái)，不法分子以代理“退保退息”“處置信用卡債務(wù)”“消除征信記錄”等名義，打著為消費(fèi)者維權(quán)的旗號(hào)牟取利益，將給消費(fèi)者帶來(lái)以下危害：</p> <p style="text-indent: 2em;"><strong>一是個(gè)人信息泄露。</strong>從事非法“代理維權(quán)”的機(jī)構(gòu)或個(gè)人要求消費(fèi)者提供身份證號(hào)、銀行卡號(hào)、電話、家庭住址等敏感信息，個(gè)人信息存在較高被泄露或非法利用的風(fēng)險(xiǎn)。</p> <p style="text-indent: 2em;"><strong>二是經(jīng)濟(jì)遭受損失。</strong>不法分子以“維權(quán)”之名行“牟利”之實(shí)，不僅收取高額的“代理維權(quán)”手續(xù)費(fèi)，還利用掌握的消費(fèi)者的銀行卡及身份證信息等，截留、侵占消費(fèi)者資金，誘導(dǎo)消費(fèi)者參與非法集資，給消費(fèi)者造成難以挽回的損失。</p> <p style="text-indent: 2em;"><strong>三是正當(dāng)權(quán)益受損。</strong>不法分子用編造事實(shí)、偽造證據(jù)、提供虛假信息等手段進(jìn)行惡意投訴，違背誠(chéng)信甚至突破法律底線，不僅侵占消費(fèi)者正當(dāng)?shù)耐对V維權(quán)渠道和資源，阻礙消費(fèi)者與金融機(jī)構(gòu)、監(jiān)管部門有效溝通，還可能涉嫌違法犯罪。</p> <p style="text-indent: 2em;">因此，馬上消費(fèi)提醒廣大消費(fèi)者：依法理性維護(hù)自身權(quán)益，遠(yuǎn)離非法“代理維權(quán)”。</p> <p style="text-indent: 2em;">一是對(duì)金融產(chǎn)品或服務(wù)有疑問(wèn)有訴求，可撥打金融機(jī)構(gòu)客服熱線或投訴電話，直接與金融機(jī)構(gòu)聯(lián)系，不輕信不法分子“代理維權(quán)”“代理退?！钡奶摷俪兄Z。</p> <p style="text-indent: 2em;">二是根據(jù)自身需求和風(fēng)險(xiǎn)承受能力購(gòu)買合適的產(chǎn)品，樹立理性消費(fèi)觀念。</p> <p style="text-indent: 2em;">三是注重個(gè)人信息保護(hù)，妥善保管重要身份信息、敏感金融信息，切勿將銀行卡、身份證、金融合同等重要憑證輕易轉(zhuǎn)交他人。（張睿、周旭東）</p><div id="xhn5drdz" class="zdfy clearfix"></div><center><table border="0" align="center" width="40%"><tr></tr></table></center> <div id="xhn5drdz" class="box_pic"></div> <div id="xhn5drdz" class="edit cf">(責(zé)編：蓋純、劉政寧)</div> <p class="paper_num"><em class="section-common-share-wrap">分享讓更多人看到 <i class="btn_share_common"><img src="/img/2020wbc/imgs/share.png" alt=""></i> </em></p> </div> <div id="xhn5drdz" class="rm_relevant rm_recommend cf"> <h5><span></span><a href="http://xlxgaofu.com/GB/365401/" target="_blank">本網(wǎng)專稿</a></h5><dl class="cf"> <dt><a href='/n2/2024/0315/c365401-40776686.html' 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