守初心，担使命，砥砺前行｜2026年安盛天平消保专员培训工作会议圆满召开
Stay True to Our Mission and Forge Ahead | AXA Tianping Successfully Holds the 2026 Consumer Protection Officer Training and Work Conference
为全面提升消费者权益保护工作专业化水平，强化消保队伍履职能力，压实全机构消保工作责任，安盛天平消保专员培训工作会议于2026年6月16日在北京圆满召开。全司消保专员及相关骨干人员参会，会议围绕“强基础、提技能、促交流”为主题，以专项理论授课、经验分享、实战竞赛、一对一沟通等多元方式，取得了丰硕成果。
理论筑基 标准宣贯 凝聚消保工作共识
会议报告环节聚焦政策解读、标准宣贯与知识赋能。总公司消保客服部团队就全司消保工作整体情况，对当前工作重点与发展方向进行明确。同时，围绕消保工作痛点、难点问题进行剖析，系统讲解消保工作规范和标准，为各机构提供了清晰的指引。此外，联合成都电服中心、健康险理赔部门就投诉处理规范、时效要求、沟通技巧等内容进行深入细致讲解，为投诉处理进一步统一工作标准，强化人员对投诉处理的工作意识和能力。
会议特邀风险管理、公共事务与企业传播、法律及合规领域的专业讲师，基于监管、集团及公司要求，结合实务案例，分别讲授风险防控、舆情应对、合规底线等关键知识，帮助学员建立全流程消保风险意识。同时，邀请上年度消保工作表现优秀的上海分公司和山东分公司代表进行了经验分享，发挥标杆示范作用，促进互学互鉴。
会议报告最后，总经理助理兼首席理赔和客服官阳勇为本次会议作总结讲话，强调了消保工作的重要性，要求全员以监管评价为导向，将合规风控与服务质量贯穿业务全流程，切实守护消费者合法权益。
实战练兵 以赛促学 提升专业履职能力
分组培训活动以分组实战与竞赛比拼为主，通过三轮沉浸式比拼检验消保专员会议学习成果以及专业能力。消保知识竞答环节聚焦消保政策、制度规范以及会议报告重点，以小组抢答的形式巩固理论基础；消保“察”话会环节结合适当性管理与营销宣传消保审查关键要求，以场景案例纠错形式，考验学员风险识别与问题研判能力；消保讨论对抗赛环节围绕消保重点难点工作展开深度研讨，各小组集思广益，碰撞思路，形成了多份有建设性的解决方案，最终评选出优秀小组并予以表彰。
以培促干 长效推进 守护消费者合法权益
此次培训会议既是专业能力的“加油站”，也是比学赶超的“练兵场”，内容全面、形式务实。会议内容除了设置会议报告、分组培训活动环节，还通过与机构开展“一对一”沟通，对机构针对性的进行辅导，有效提升了全司消保专员的专业素养、风险意识与实战能力，进一步统一了工作标准、压实了工作责任、凝聚了工作合力。
下一步，总公司消保客服部将以此次培训会议为契机，持续健全消保工作体系，以更严谨的态度、更规范的流程、更专业的服务筑牢消保安全防线，切实维护金融消费者合法权益，为公司高质量可持续发展提供坚实保障。
To comprehensively raise the professional standard of consumer protection (CP) work, strengthen the capability of the CP team to perform their duties, and reinforce accountability for CP work across the entire organization, the AXA Tianping Consumer Protection Officer Training and Work Conference was successfully held in Beijing on 16 June 2026. CP Officers and relevant core staff from across the company attended. Themed ‘Strengthen the Foundation, Improve Skills, and Promote Exchange’, the conference adopted a diverse range of formats-including specialized theoretical lectures, experience sharing, practical competitions, and one-on-one communications-and delivered fruitful outcomes.
Building a Theoretical Foundation, Communicating Standards, and Uniting Consensus on CP Work
The conference reporting sessions focused on policy interpretation, standards communication and knowledge empowerment. The Head Office Consumer Protection and Customer Service Department reviewed the overall state of CP work across the company and clarified the current priorities and direction of development. It also analysed the key pain points and difficulties in CP work and systematically explained the norms and standards governing CP work, providing clear guidance to all branches. In addition, together with the Chengdu Call Service Center and the Health Insurance Claims Department, it gave in-depth, detailed explanations on complaint-handling procedures, timeliness requirements and communication skills, further unifying working standards for complaint handling and strengthening staff awareness and capability in this area.
The conference also specially invited professional instructors from the fields of Risk Management, Public Affairs and Corporate Communications, and Legal & Compliance. Drawing on regulatory, group and company requirements and illustrated with practical cases, they delivered key lectures on risk prevention and control, public-opinion response and compliance red lines, helping participants build a full-process CP risk awareness. Representatives from the Shanghai and Shandong branches, recognised for their outstanding CP performance in the previous year, shared their experience, playing an exemplary role and promoting mutual learning.
At the close of the reporting sessions, Mr. Yang Yong, Assistant General Manager and Chief Claims & Customer Service Officer, delivered a concluding address for the conference. He stressed the importance of CP work and called on all staff to be guided by regulatory assessments, embedding compliance risk control and service quality throughout the entire business process to genuinely safeguard the legitimate rights and interests of consumers.
Training Through Practice and Competition to Enhance Professional Performance
The group training focused on hands-on practice and competitive contests, testing the CP Officers’ learning outcomes and professional capabilities through three rounds of immersive challenges. The CP Knowledge Quiz centred on CP policies, institutional norms and the key points of the conference reports, consolidating the theoretical foundation through team buzzer rounds. The CP Insight Session combined the key requirements of suitability management and CP review in marketing and communications, using scenario-based case error-correction to test participants’ risk-identification and problem-assessment skills. The CP Discussion Debate engaged in in-depth deliberation on the key and difficult issues of CP work; each group pooled its ideas, exchanged perspectives and produced a number of constructive solutions. Excellent groups were finally selected and recognised.
Driving Action Through Training and Sustained Progress to Safeguard Consumers’ Rights
This training conference served as both a ‘refuelling station’ for professional capability and a ‘training ground’ for learning from and competing with one another, featuring comprehensive content and pragmatic formats. Beyond the reporting sessions and group training activities, the conference also conducted ‘one-on-one’ communications with branches, providing targeted coaching that effectively raised the professional competence, risk awareness and practical capability of CP Officers across the company, further unified working standards, reinforced accountability and built greater collective momentum.
Looking ahead, the Head Office Consumer Protection and Customer Service Department will seize this conference as an opportunity to continually improve the CP working system. With a more rigorous attitude, more standardised processes and more professional service, it will consolidate the CP safety defense line, firmly protect the legitimate rights and interests of financial consumers, and provide a solid guarantee for the company’s high-quality and sustainable development.