We at Japan Post Bank aim to become the most accessible and trustworthy bank in Japan guided by the needs and expectations of our customers. With this as our management philosophy, we offer financial services to a wide range of customers through a nationwide network centered on Japan's approximately 24,000 post offices.
In addition to our long-standing provision of savings and money transfer services, we aim to actively respond to a wider range of customer needs, among other things by providing support for asset building. Accordingly, we adopted the Principles for Customer-Oriented Business Conduct, published by the Financial Services Agency in March 2017, and established our Basic Policy on Fiduciary Duties.
We have updated our Basic Policy on Fiduciary Duties based on the Japan Post Group’s Basic Policy on Fiduciary Duties.
Furthermore, to ensure customer-oriented business operations in line with the new Principles for Customer-Oriented Business Conduct revised by the Financial Services Agency in January 2021, we have updated our Basic Policy on Fiduciary Duties and the details of our initiatives concerning our customer-oriented business operations. We take careful note of comments received from customers, and thoroughly engage in customer-oriented business operations even further to become a truly trustworthy company.
In line with this Basic Policy, our management team exercises leadership, striving for continuous improvement and innovation of our products and services as part of our contribution to stable asset building for customers and sustainable economic growth.
1. Establishing a corporate culture focusing on customer-oriented business operations
- Our management philosophy commits us to innovating in our management and business operations in response to requests from customers and changes in the business environment, pursuing customer-oriented financial instruments and services, and increasing our specialist capabilities so as to provide services that meet the expectations of our customers. We will work to firmly implant this approach as our corporate culture and engage in initiatives to put it into practice.
- In collaboration with our business partner Japan Post Co., Ltd., we will engage in customer-oriented business operations for increased customer satisfaction.
2. Developing/Provision of High-quality, Customer-oriented Financial Servicess
- We will respond to a wide range of customer needs by working to improve the convenience of the services we provide through a network centered on approximately 24,000 post offices nationwide and our ATM network of approximately 30,000 outlets.
- As a financial institution rooted in local communities, we will work to enhance our services and facilities so that they can be used with confidence and convenience by all customers, including those who are elderly or have physical disabilities.
- Based on customer comments received by our nationwide sales offices and the Call Center, we will seek to improve and innovate in our products and services.
- In particular in the field of asset management products, we will seek to enhance our product range so that customers can select appropriate products that match their level of knowledge, experience, asset status, and purpose of purchase.
3. Providing customer-oriented information and consulting services
- We will offer products and services likely to benefit the interests of customers in view of their level of knowledge, needs, investment experience and other factors. In addition, before customers use our products and services, we will ensure they have a proper understanding by giving them an adequate explanation of the associated risks and other aspects.
- In particular in the field of asset management products, to assist customers with investment decisions and product selection, we will provide clear information for each product or service on the associated fees and other data and give careful relevant explanations.
- When necessary, such as when there are major changes in the asset management environment, we will provide information on market conditions, product management status, and other factors to assist customers with investment decisions as part of a timely and dedicated follow-up service.
- We will respond to diverse customer needs in asset management and other areas by providing materials, arranging seminars, and providing other support to help them improve their knowledge of finance and investment and understand market trends.
4. Improving the system for managing conflict of interest
- To ensure that the customer interest is not exposed to unfair prejudice, we will ensure comprehensive management of conflicts of interest relating to customer transactions.
5. Fostering human resources/performance evaluations
- To provide accurate consulting and reliable office services in response to diverse customer needs in asset management and other areas, we will foster staff equipped with the specialist knowledge to enable them to carry out their duties appropriately.
- So that each individual employee acts with the customer as the foremost priority, we will include efforts to improve customer service and similar considerations in our evaluation of employee performance.
6. Status update
- We will regularly assess the status of activities based on this policy and publish the results.
- In order to deliver high-quality products and services responsive to customer comments and changing market environments, this policy will be reviewed every year.