連續3年「對客戶最差」 3家民營銀行年年 - 金融業討論
By Leila
at 2021-07-19T07:45
at 2021-07-19T07:45
Table of Contents
連續3年「對客戶最差」 3家民營銀行年年上榜
7/18/2021 蘋果日報
廖珮君/台北報導
https://tw.appledaily.com/property/20210718/GHXVETNLNFCI5KHFYDAY7FB5Z4/
金管會從2019年開始實施「公平待客」評核後,內部也有一份「對客戶最差」的後20%名單,據了解,有3家民營銀行竟然連續3年都榜上有名,金管會也已要求這3家民營銀行提出改善計畫。
這3家民營銀行,其中有兩家是消金為主,另一家是企金量居多。
據透露,被評為後20%業者,有3大特徵,一是曾爆發過理專A錢案,二是客訴量多,卻又不積極處理,三是金管會最在意的「內控3道防線」,業務、法遵及內部稽核上也沒有積極作為,甚至也沒提出任何具體優化措施。
目前金管會並未揭露3家排名後20%的銀行,但連3年居後者,都已接到金管會改善要求。
金管會則表示,今年9月會重新檢視「公平待客」評核,「對客戶最差」的後20%,是否揭露也會一併納入討論,做為明年評核上的精進措施。
據了解,金管會正研擬、未來是否要公布後20%的名單以示警惕,並列為申請新業務的扣分項目。
外界也質疑,今年某銀行也爆發理專A錢案,才被金管會處1200萬元罰鍰,為何卻仍被金管會評為「對客戶最好」的前20%名單內?
官員解釋,因這間銀行的業務單位已就各項公平待客原則訂內部規範,也提出內控優化措施,法遵和內部稽核單位也提出督導改善意見,甚至連董事及高階主管還組成「服務品質小組」,顯示已對公平待客原則做全面改善和強化,排名才能列入前20%。
換言之,金管會最在意的業務單位、法遵、內部稽核這三道內控防線,若可全面優化提升、提出具體改善,仍有機會翻身,擠入前20%大。
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