KB Financial Group Holds Third Financial Consumer Protection Council Meeting

[Financial News] KB Financial Group Inc. announced on the 26th that it held its third Financial Consumer Protection Council meeting on the 24th.
The council was held with the chief officers in charge of financial consumer protection from 10 group affiliates, including KB Kookmin Bank, KB Securities, KB Insurance, KB Kookmin Card, and KB Life Insurance. The meeting discussed ways to operate products and services with a consumer focus, strengthen the expertise of consumer protection teams, and refine KB Kookmin Bank's consumer protection quality index.
Participants reviewed the principles for designing and operating processes that customers actually experience, such as product subscriptions and cancellations, with a focus on complaint handling and resolution. They also shared ways to enhance the expertise and continuity of consumer protection teams. Based on this, KB Financial Group plans to strengthen a system that proactively identifies factors causing inconvenience and damage to consumers throughout the entire product and service process, beyond post-response measures for individual complaints.
It also plans to continue refining its staffing system for consumer protection so that employees with field experience closely related to consumer protection, such as product development, sales, and legal affairs, can be assigned to the consumer protection division and build expertise through long-term work in related roles.
In addition, the meeting shared the current status and refinement plans for the Consumer Protection Quality Index, or CPQI, operated by KB Kookmin Bank. CPQI is an index that measures the level of consumer protection across products and services based on data-driven management indicators. It is used as a reporting system that links root-cause analysis with response planning and execution so the bank can react immediately when warning signs such as a surge in product sales or a sharp rise in complaints appear.
Kim Mi-young, former head of the Financial Consumer Protection Bureau at the Financial Supervisory Service and a Senior Deputy Governor, also gave a special lecture on recent financial consumer protection policies and supervisory directions.


[email protected] Ye Byeong-jeong Reporter