지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
In recent days, financial complaints soar at financial firms. Financial consumer is becoming more aware of their rights and have voice with unfair and poor customer service. In considering this trend, Korean Financial Supervisory Service(FSS) urged financial companies to take measures to reduce the number of complaints filed by financial consumers against their companies.
Financial firm"s complaints handling policy and procedure is very important on the business management. In addition, information about how firms handle complaints - including the number received, the main products and services covered and how quickly they are resolved is also critical for financial consumers to choose their transaction party, financial companies. Although Financial Complaints Handling Guideline published by FSS recommends the financial firms publish their own complaints data and the FSS evaluates results of financial complaints handling for the whole financial sector twice a year, these measures do not give powerful effect on the choice of financial consumers.
In considering these problems, Part II. discusses briefly the importance and implication of financial complaints from the regulatory perspective. Part III presents the legal basises of the financial complaints management by financial companies. In addition, Part IV covers the current problems of the complaints handling process and management from the regulatory objectives. This section provides also the regulatory improvement needed to help the financial consumers make good purchasing decisions and make meaningful comparisons. FSS should use its existing powers, including not only thematic reviews and enforcement processes but also transparency as a tool to improve the quality of complaints handling. Financial Firm should publish their own complaints data on their web and report to FSS. They have primary responsibility for presenting their own data. FSS should publish comparative figures in tables on its web pages.
Financial firm"s complaints handling policy and procedure is very important on the business management. In addition, information about how firms handle complaints - including the number received, the main products and services covered and how quickly they are resolved is also critical for financial consumers to choose their transaction party, financial companies. Although Financial Complaints Handling Guideline published by FSS recommends the financial firms publish their own complaints data and the FSS evaluates results of financial complaints handling for the whole financial sector twice a year, these measures do not give powerful effect on the choice of financial consumers.
In considering these problems, Part II. discusses briefly the importance and implication of financial complaints from the regulatory perspective. Part III presents the legal basises of the financial complaints management by financial companies. In addition, Part IV covers the current problems of the complaints handling process and management from the regulatory objectives. This section provides also the regulatory improvement needed to help the financial consumers make good purchasing decisions and make meaningful comparisons. FSS should use its existing powers, including not only thematic reviews and enforcement processes but also transparency as a tool to improve the quality of complaints handling. Financial Firm should publish their own complaints data on their web and report to FSS. They have primary responsibility for presenting their own data. FSS should publish comparative figures in tables on its web pages.
#금융회사 민원
#금융소비자
#민원발생처리 통계
#내부통제
#민원사무처리지침
#금융감독원
#금융소비자보호처
#금융소비자보호 모범규준
#민원발생평가제도
#FSS
#financial complaints
#financial consumer
#transparency
#Financial Complaints Handling Guideline
#financial firm
#complaints data
#complaints management
#purchasing decisions
#comparison
#enforcement process
#quality
목차
【초록】
Ⅰ. 서론
Ⅱ. 금융회사의 민원서비스의 의의 및 개선 필요성
Ⅲ. 현행 금융회사의 금융소비자 민원업무 근거법령과 감독 현황
Ⅳ. 현행 민원업무 관리ㆍ감독의 문제점과 개선사항
Ⅴ. 결론
참고문헌
ABSTRACT
참고문헌 (29)
참고문헌 신청
1. [학술지(정기간행물)] - 김용덕 / 2011 / 금융소비자보호관점에서의 금융업권별 경영 및 금융서비스품질 평가지표 개발 / 금융소비자연구 1 (2)
3. [기타자료] - 최원 / 2012 / 금융상담 및 민원동향 발표 / KiRi Weekly, 보험연구원
4. [학술대회논문] - 김용우 / 2013 / 은행⋅신용카드 업계의 민원발생원인 분석 및 개선방안 / 2013년도 한국금융소비자학회 제1회 금융소비자포럼
5. [기타자료] - 금융감독원(금융소비자보호처) / 2013 / 2012년도 금융회사 민원발생평가 결과
6. [기타자료] - 금융감독원(금융소비자보호처) / 2011 / 2011년도 금융회사 민원발생평가 결과
3. [기타자료] - 최원 / 2012 / 금융상담 및 민원동향 발표 / KiRi Weekly, 보험연구원
4. [학술대회논문] - 김용우 / 2013 / 은행⋅신용카드 업계의 민원발생원인 분석 및 개선방안 / 2013년도 한국금융소비자학회 제1회 금융소비자포럼
5. [기타자료] - 금융감독원(금융소비자보호처) / 2013 / 2012년도 금융회사 민원발생평가 결과
6. [기타자료] - 금융감독원(금융소비자보호처) / 2011 / 2011년도 금융회사 민원발생평가 결과
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UCI(KEPA) : I410-ECN-0101-2014-320-002410451