Shinhan Bank Implements Work-from-Home for Customer Service Center, First in Banking Sector

"Protecting Customers, Employees, and Communities... Proactive Response to Government Infection Control Guidelines"

[Asia Economy Reporter Kwon Haeyoung] Shinhan Bank announced on the 15th that it will implement work-from-home for customer service center employees for the first time in the banking sector to prevent the spread of the novel coronavirus infection (COVID-19).

Shinhan Bank had been operating customer service centers separately in Seoul and Incheon to ensure normal customer service even in emergency situations. However, due to growing concerns about mass infections in densely populated workplaces, starting from the 16th, 150 customer service center employees will begin working from home. The work-from-home target includes 448 employees working from 9 a.m. to 6 p.m. on business days, with 150 employees gradually transitioning to remote work. If the situation worsens, the number of remote workers will be expanded to 250. Work laptops, consultation systems, and internet phones have been installed to allow employees to work in the same environment as the office. However, special task teams such as telecommunication fraud consultation staff and sign language consultation staff are excluded from working from home to protect customers.

During the work-from-home period, Shinhan Bank plans to minimize customer inconvenience by classifying tasks that do not require personal information access?such as product guidance, instructions on using non-face-to-face channels, and explanations of documents and qualification conditions?and assigning these to remote employees. If personal information access is needed during consultation, employees working in the office will take over the call.

Additionally, simultaneously with the implementation of work-from-home, the bank will adjust the spacing between seats in the customer service center office using vacant seats and increase the height of partitions between seats from the existing 60 cm to 97 cm to further strengthen infection prevention measures for employees working in the office.

A Shinhan Bank official stated, "As concerns about the spread of COVID-19 in densely populated workplaces such as customer service centers have increased, we quickly started work-from-home in accordance with the government's 'Infection Control Guidelines.' We will do our best to protect customers, employees, and the local community."

This content was produced with the assistance of AI translation services.