Kyobo Securities said on the 18th that it will introduce a "consumer protection manager" system at WM branches nationwide to strengthen the rights and interests of financial consumers.
Consumer protection managers are personnel with expertise in financial products. They will disseminate full-sales procedures in the field and continuously check compliance with relevant laws and regulations.
A Kyobo Securities official said, "Through this, we plan to spread a voluntary internal control culture within branches and further enhance our financial consumer protection capabilities."
The managers will conduct role-playing for key financial product sales processes and hands-on training focused on preventing complaints, and will carry out field-centered consumer protection activities through one-on-one coaching.
The system will be promoted based on the financial consumer protection governance that Kyobo Securities has built.
Kyobo Securities has operated a "financial consumer protection internal control committee," chaired by the CEO, with the chief consumer officer (CCO), the compliance officer, and the chief risk officer (CRO) participating, strengthening its consumer protection management system.
In addition, it has implemented "financial consumer protection day" every quarter to raise employee awareness and built a prevention-focused management process through prior consultation and deliberation procedures. Along with this, it is continuing various programs to establish a consumer-centered management (CCM) corporate culture.
Kyobo Securities plans to enhance its digital-based customer protection capabilities by introducing a consumer protection system using artificial intelligence (AI) and advancing an integrated voice of the customer (VOC) management system.
Kim Cheol-woo, Kyobo Securities CCO, said, "Through the consumer protection manager system, we will strengthen the internal control foundation in the field and further solidify customer-centered financial services," adding, "We will continue to expand consumer-centered management to create a financial environment where customers can make transactions with peace of mind."