KB Kookmin Card Implements 'One-Stop Solution' to Reduce Complaints

Operation of a Consultative Body Centered on Relevant Department Representatives

[Asia Economy Reporter Ki Ha-young] KB Kookmin Card announced on the 1st that it will implement an interdepartmental collaboration program called 'One-Stop Solution (OSS)' to prevent and reduce customer complaints in advance.

This program was established to quickly improve systems and resolve customer complaints through interdepartmental collaboration on key tasks with high frequency of complaints and potential customer dissatisfaction, such as ▲card issuance and credit limit review ▲objection handling including withdrawal claims and member compensation ▲delinquency and debt management.

For efficient operation of the program, a consultative body composed of the Consumer Protection Department and representatives from departments in charge of each complaint type will be operated continuously, and new consultative bodies related to emerging complaint types will be flexibly managed as needed.

Additionally, guidelines for accepting customer complaints by type will be prepared, and a specialized counseling organization involving practical staff from the main departments and consumer protection officers will be utilized to support complaint consultations.

A KB Kookmin Card official stated, "We will prioritize consumer protection as our core value and continue efforts to improve existing systems and work processes that cause inconvenience from the customer's perspective."