近日，张奶奶心急如焚地赶到邮储银行衡阳市分行营业部，焦急地说道：“存折取不出钱，老伴还瘫痪在疗养院，这可咋整？” 经了解，原来张奶奶老伴于 2004 年开立的燃气缴费存折，因信息不全被停用，而老人因病瘫痪，住在石鼓区演武坪路的疗养院里，无法亲自前往银行网点办理业务。
得知这一情况后，营业部大堂引导员立即向上汇报，营业主管迅速对账户问题进行核实，随即启动特殊客户延伸服务。仅 15 分钟，便制定好了上门服务方案，两名工作人员携带移动终端、业务凭证，冒雨驱车前往疗养院。出发前，他们仔细核对流程，力求在合规核验身份的同时，最大程度减少老人等待时间。
抵达疗养院后，工作人员先与老人亲切交谈，缓解其焦虑情绪。随后，严格按照流程核对身份证、存折信息，并使用移动终端完成人脸识别。考虑到老人理解能力相对较慢，他们放慢语速，逐步讲解信息更改内容以及安全注意事项，还借此机会为老人普及防诈骗、防非法集资知识，提醒老人守护好自己的 “钱袋子” 。
业务办理完成后，老人紧紧握住工作人员的手，感慨地说：“本以为得等孩子回来才能办，没想到你们冒雨跑一趟就解决了！”
事实上，类似这样的温情服务在邮储银行衡阳市分行已屡见不鲜。针对老年、残障等特殊群体，该行构建了一系列适老服务体系，网点不仅设有爱心窗口、无障碍通道，还配备了放大镜、老花镜等便民工具。
该行相关负责人表示：“解决客户急难愁盼，就是践行社会责任。” 未来，邮储银行衡阳市分行将持续优化针对特殊群体的服务，把便民金融服务切实送到百姓身边，让邮储服务更具温度。（刘璇）
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