Hana Card Named Outstanding Financial Consumer Protection Company for Four Consecutive Years

Customer-Centered Management: Identifying Areas for Improvement Through Customer Center and Voice of Customer
Enhancing Fraud Detection Systems to Prevent Financial Scams and Customer Losses

Hana Card announced on the 14th that it had been selected as an outstanding company for financial consumer protection in Korea for the fourth consecutive year in the 2025 5th Korea Consumer Protection Index (KCPI) survey, organized by the Korea Management Association Consulting (KMAC) on the 13th.

Employees selected as exemplary cases of Consumer-Centered Management are taking a commemorative photo with Sung Youngsoo, CEO of Hana Card (left). Hana Card

The KCPI is an index that measures the quality of products and services as experienced and perceived by consumers.

Hana Card explained that being chosen as an outstanding company for four consecutive years is the result of its management philosophy of "putting customers at the center," and its efforts to provide customized services that reflect the diverse needs of consumers.

Led by the Consumer Protection Department, the company collaborates with the customer center and relevant departments to preemptively review potential complaint issues and monitors the Voice of Customer (VOC) daily to identify areas for improvement.

If similar types of complaints are repeated, the company promptly implements activities to reduce recurrence by improving prevention processes and conducting training.

As a result of establishing this customer-centered management system, Hana Card obtained Consumer-Centered Management (CCM) certification for the third consecutive time last year.

To prevent financial fraud such as voice phishing and illegal fundraising, the company is advancing its Fraud Detection System (FDS). It is building an artificial intelligence (AI)-based scoring model and related detection engines. By applying differentiated operating scores by segment, it works to prevent customer damage.

The company is also working to enhance consumer convenience. For example, its overseas travel product, the Travelog Card, is approaching a milestone of 10 million members in the travel service sector.

Hana Card also provides tailored consumer protection education for financially vulnerable groups. The scope of education has been expanded from seniors, people with disabilities, and youth to include residents in regions with low financial accessibility and foreigners. Through these efforts, the company aims to actively realize inclusive finance.

Internally, to spread a consumer protection culture driven by employee participation, Hana Card holds a contest for exemplary cases of consumer-centered management. Outstanding cases of customer satisfaction work improvement are shared with all employees, and top-performing employees are rewarded.

The company also operates "Hana's Eye," a system in which employees directly report errors and areas for improvement within customer communication channels. Keeping in mind that "employees are also customers," the system encourages staff to identify and report inconveniences from the customer’s perspective, thereby helping to prevent consumer harm.

A Hana Card representative stated, "A culture of financial consumer protection that prioritizes consumer trust is firmly established across the company," adding, "We will continue to focus on preventive consumer protection and delivering trust-based financial services."

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