Xiamen Bank: Building a "Three-All" Consumer Protection System to Safeguard the Financial Rights of the People

On March 13, the Shapowei District was bustling with activity as Xiamen Bank participated in the city’s “Clear and Bright Financial Network, Protecting Peace of Mind Consumption” “3.15” Financial Consumer Protection Promotion Event. The bank employed an educational and entertaining garden tour format, skillfully combining fun interactions with financial knowledge to attract many students, residents, and tourists to stop and engage. During the “Financial Education Dreams, Sailing into the Future” campus financial consumer protection knowledge launch segment, the bank actively participated, witnessing the important moment of the event slogan and logo release. Around the “3.15” date, Xiamen Bank also continued to promote financial knowledge in schools, visiting Haicang District Xiayang Primary School, the affiliated primary school of the Municipal Education Science Research Institute, and Dongfu Middle School, delivering engaging financial literacy lessons to young people.

The series of activities bringing financial knowledge into schools vividly reflects Xiamen Bank’s deep commitment to financial consumer protection work. As a legal entity bank rooted in Fujian and serving both sides of the Taiwan Strait, Xiamen Bank always adheres to the development philosophy of “people-centered,” guided by party building, supported by technology, and focused on service. It innovatively constructs a “full-scenario coverage, full-cycle escort, full-chain guarantee” consumer protection system, integrating consumer protection concepts into every aspect of management and operations. The bank takes concrete actions to safeguard the public’s “money bags,” writing a warm-hearted chapter of “finance serving the people.”

Party Building Leads the Construction of a “Full-Chain” Consumer Protection Framework

Xiamen Bank’s head office Party Committee incorporates consumer protection into strategic planning, establishing a management framework of “Party Committee overall coordination, departmental collaboration, branch implementation, and full staff participation.” This creates a comprehensive consumer protection network covering prevention before issues arise, control during issues, and remedies afterward, ensuring no gaps or disconnections.

Party building fosters unity and collective effort, with top-down and bottom-up engagement to uphold initial commitments. In organizational development, the head office guides branches to deepen the integration of “Party building + consumer protection,” empowering consumer protection with red revolutionary energy: Zhangzhou Branch formed the “Party Member Consumer Protection Vanguard,” proactively delivering services on the front lines; Ningde Branch established the “Taiwan Compatriots Service Party Member Vanguard Post,” precisely meeting Taiwan compatriots’ needs; Longyan Branch took the lead in establishing the first “Taiwan Compatriots Financial Consumer Protection Workstation” in Fujian banking, providing strong support for Taiwan compatriots’ rights; the head office regularly hosts “President Reception Days,” allowing consumer demands to reach decision-makers, transforming the party’s political advantages into practical effectiveness in solving consumer protection issues and safeguarding public rights.

制度筑基强保障，机制赋能促提升。在制度机制建设方面，头部持续完善专项制度，涵盖消费者保护审查、个人信息保护、销售行为可追溯管理等关键领域，为全行的消费者保护工作奠定制度基础。同时，严格落实消费者保护沟通会机制，以总行为核心、分支机构为支点，实现消费者保护要求的高效传达和落实，通过强化过程控制与双向反馈，不断提升全行消费者保护工作的质量和效率。

Technology Empowers the Construction of a “Full-Scenario” Risk Prevention Line

Relying on the powerful momentum of financial technology, Xiamen Bank has built an integrated online and offline intelligent risk control system, enabling consumer protection work to benefit from both “smart brains” for precise analysis and “thousand-mile eyes” for real-time monitoring.

Innovating the “three-records” model of “business registration integration,” achieving full-process, full-visibility traceability of transactions. Addressing industry pain points such as coverage blind spots and fragmented processes in traditional dual-record models, the bank introduced a “recording + video + screen recording” integrated approach, embedding compliance documentation deeply into the entire transaction process. High-definition recordings retain communication details; intelligent video verification confirms customer identity; full-screen recording documents operations in real time, successfully overcoming the limitations of “only hearing voices, only seeing people, not seeing operations.” Additionally, the “pre-recording before processing” was upgraded to “real-time recording during processing,” first applied in risk assessment scenarios, significantly reducing transaction times and truly achieving a win-win for compliance and efficiency.

Building an intelligent anti-fraud defense line to fully protect the public’s “money bags.” Relying on a “online intelligent risk control + offline manual intervention” dual-line mode, the bank has created a “technology defense + human defense + joint defense” anti-fraud system, developing T+0 minute-level anti-fraud monitoring models to accurately identify and quickly intercept fraud risks. Since 2025, the bank has successfully intercepted over 11 million yuan in fraudulent funds, prevented 31 potential victims at counters, and saved 5.91 million yuan, making a solid contribution to curbing telecom and online fraud.

Focusing on key groups, using technology to bridge the “digital divide.” For the elderly, the bank has promoted smart, elderly-friendly branch renovations, with 689 smart counters across 123 branches, creating a “smart system + face-to-face” warm service scene; launched an “elderly version” mobile banking app, set up dedicated service lines for senior customers, and optimized the three-record system for seniors, effectively reducing voice recognition errors. Additionally, the bank pioneered the online application scenario for “dual certificates linked” for residents of Hong Kong, Macau, and Taiwan, enabling smart recognition of different ID types on banking and payment platforms, allowing one-click card binding and instant activation, bridging the “last mile” of mobile payments for Taiwan compatriots.

Warm Service Creates a “Full-Cycle” Experience for Livelihood Security

Xiamen Bank integrates consumer protection into the entire business process, from product design at the source to dispute resolution at the end, safeguarding customers’ financial rights at every step, ensuring that consumer protection services are both precise and warm.

Focusing on special groups to enhance service accuracy. For elderly customers, the bank issued exclusive fixed-term deposit products for seniors, setting up special protection mechanisms within the three-records model, using large-screen text prompts and AI voice broadcasts to help seniors achieve worry-free retirement planning. To meet the housing needs of Taiwan compatriots, Zhangzhou Branch launched the “Zhangtai Anju Loan,” the first of its kind nationwide, with total loans of 15.12 million yuan, helping Taiwan compatriots settle in mainland China; this product has been upgraded to “Min-Tai Anju Loan” and promoted across Fujian Province, benefiting more Taiwan compatriots. For new city residents, Quanzhou Branch established a “Warm Heart Station,” providing free tea, rest areas for delivery riders, sanitation workers, and outdoor laborers, using their break time to promote financial fraud prevention knowledge, making new residents feel the warmth of financial services.

Focusing on dispute resolution, the bank has built a rapid response, precise tracing, and cross-departmental collaboration mechanism to address complex customer demands, prioritizing customer “urgent needs and worries” and resolving them practically. The comprehensive records from the three-records model provide strong evidence for dispute mediation; the bank has helped many distressed customers reduce debt burdens through multiple dispute resolution mechanisms, turning warm service into trust and resolving conflicts.

Focusing on education and publicity, Xiamen Bank has innovatively built a “Finance + Culture” two-way interactive education system, making financial knowledge more vivid and accessible to households. For example, collaborating with Minnan intangible heritage folk song inheritors to produce original Minnan folk song videos, which have been selected as excellent promotional works by the Fujian Provincial People’s Bank; working with public security authorities to produce anti-fraud micro-movies, adopted by the National Anti-Fraud Center, and winning national awards for legal and rule-of-law micro-animations; embedding financial knowledge into intangible cultural heritage puppet shows, achieving a dual empowerment of cultural inheritance and financial literacy.

From technological breakthroughs in “business registration integration” to warm measures for elderly assistance, from precise intelligent anti-fraud protection to diversified dispute resolution, Xiamen Bank is using the “Three All” consumer protection system to carefully safeguard every financial consumer’s legal rights. In the future, the bank will continue to lead with party building, empower with technology, and warm with service, continuously strengthening the financial consumer protection “firewall,” contributing more to building a harmonious and healthy financial ecosystem.