To ensure our processes are properly implemented, the bank hasmonitoring tools in place. The twomethods used aremystery shopping and quality control call backs. Mystery shopping is conductedat all branches throughout the year, for a total of 2 rounds, while quality control call backs to customers are performed on the day after they purchased either our mutual fund or bancassurance products. These risk-based approaches ensure our market conduct meets our standards while preventing mis-selling. To deal with complaints of mis-selling, the bank has established a dedicated team, Market Conduct Investigation, to oversee this matter. This team is responsible for conducting fact finding, investigations and analysis with relevant parties in order to identify the root causes of complaints and to develop corrective and preventive actions that will eliminate any problems and prevent recurrences. In 2020, there were a total of 161 mis-selling cases – 15% lower than the previous year. All 161 cases have been addressed, resolved and closed. Relate Int roduce yoursel f and show your professional licenses Discover Enquire with customers about their needs, objectives and concerns Advise Present suitable solutions that address each customer’s needs by transparently, fairly and responsibly informing them of product details and all relevant terms and conditions Commit Review which products customers are interested in andproceedwith transactions transparently, fairly and responsibly. Also inform customers of the bank’s channels for getting more information or making complaints Thank you Show appreciation to the customer The 5 Step Sales Process 47 I n t r odu c t i o n Cu s t ome r s En v i r o nme n t a l & So c i a l I mp a c t s Pe op l e Go v e r n a n c e App e nd i x Su s t a i n a b i l i t y Re po r t 2 0 2 0
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