Recently, Lexin released the 2023 Consumer Rights Protection Report. The report shows that in the past year, Lexin has established a consumer rights protection committee and upgraded the “5S protection system”. The consumer protection work is developing in a more refined and longer-term direction.
In terms of system construction, the newly established Consumer Protection Committee coordinates and deploys the overall work of consumer protection; launches special training and assessment on consumer protection for all employees, and incorporates consumer protection assessment results into the comprehensive performance evaluation system to consolidate consumer protection for all employees from the institutional level awareness and improve the long-term mechanism for consumer protection.
In terms of specific measures, Lexin continues to iteratively upgrade the “5S message to reply to the matter, and then leave with the Qin family business group the next day. The father-in-law and mother-in-law were so anxious that he was speechless. Security system”, actively through AI, New technologies such as large models improve user experience, and customer service evaluation satisfaction reached 99.61%; more than 75.5 million anti-fraud security reminders were provided to users throughout the year, 210 million data security attacks were intelligently identified and intercepted, and the cumulative amount of user losses avoided in history exceeded 5.8 billion; combined forces from multiple parties to crack down on financial black and gray industries, cracking down on more than 100 cases of various types of black and gray industries throughout the year, effectively protecting the legitimate rights and interests of consumers.
Improving the long-term mechanism for consumer protection: establishing a consumer protection committee and launching training and assessment for all employees
In May 2023, Lexin officially established the Consumer Rights Protection Committee based on the previous consumer protection compliance working group, with CEO Xiao Wenjie serving as chairman of the committee. The Consumer Protection Committee strengthens the strategic position of consumer protection in the company from an overall perspective and promotes the active and orderly development of consumer rights protection work.
In order to better cultivate the consumer protection awareness of all employees, the company has launched a consumer protection training mechanism and assessment mechanism covering all employees from grassroots to middle and senior management. The assessment results will be incorporated into the comprehensive performance evaluation system of departments and individuals. Specifically, by breaking down the consumer protection work into multi-dimensional specific assessment indicators, setting assessment scores with a certain weight, conducting regular assessments and notifications, and effectively playing the role of supervision and guidance.
In 2023, Lexin will carry out a total of 4 online consumer protection promotions covering all employees, and 6This offline training was conducted for business-related departments to consolidate the awareness of consumer protection among all employees.
The data security and anti-fraud system has been upgraded again: the cumulative amount of user losses avoided exceeds 580 million yuan
In the digital financial era, consumer information security is undoubtedly one of the core contents of consumer rights protection.
In 2023, based on the characteristics of its own digital financial platform, Lexin will build and improve the “Lexin Information Security Management and Control System” and build a “trilogy” of organizational management, compliance governance, and technical protection covering all data. Life cycle protection and governance system. Among them, in order to strengthen data security management, Lexin also updated and released the “Data Security Management System” to clarify the management principles of each link in the data life cycle, such as collection, transmission, storage, use, sharing and destruction, to ensure that users in each link Information security.
In 2023, Lexin repaired 257 data security-related vulnerabilities, intercepted 210 million data security attacks, and the data protection and governance system maintained a record of zero data leakage since its launch.
In terms of intelligent anti-fraud, Lexin uses the massive fraud case database accumulated over ten years, the technical capabilities of iterative upgrades, and the full-process protection strategy to carry out full-process, multi-node user reminders to discourage and prevent potential fraud on the platform. Intelligent interception strengthens the protection of consumer financial security.
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In 2023, Lexin has provided users with more than 75.5 million anti-fraud security reminders. The automation rate of platform network fraud interception has continued to increase, and users’ encounters with being deceived have shown a downward trend. As of the end of 2023, Lexin’s historical cumulative avoided user losses exceeded 580 million yuan.
In terms of customer service, Lexin actively uses new technologies such as AI and large models to iteratively upgrade the “ZhiNiao” intelligent customer service system, strengthen technical capabilities such as intelligent prediction, intelligent response, intelligent early warning, and intelligent routing to improve customer service efficiency, Improve user experience. In 2023, users’ satisfaction with Lexin’s customer service evaluation reached 99.61%, and it won the honor of “Best Star Team” at the 2023 China Customer Service Festivalreputation.
Cultivation of financial literacy and crackdown on illegal financial industry: more than 100 cases of illegal financial industry were cracked down throughout the year
Financial literacy cultivation has become an important issue for the healthy development of the financial industry in recent years. In October last year, the State Council issued the “Implementation Opinions on Promoting the High-Quality Development of Inclusive Finance,” which clearly stated that “it is necessary to improve the financial literacy and financial capabilities of the public and improve the system for protecting the rights and interests of financial consumers.”
Relying on its huge user base and platform advantages of over 200 million, Lexin actively popularizes financial knowledge, advocates rational consumption, and provides legal aid services through official Apps, official accounts, and social media and other channels, effectively assisting consumption. to enhance awareness of financial protection.
In addition to relying on its online advantages, Lexin also cooperates with institutions including the Beijing Anti-Fraud Center to enter parks, shopping malls and other offline crowded places, and conducts anti-fraud activities through markets, anti-fraud skits and other forms that are popular among young people. Anti-fraud publicity activities enhance consumer awareness of rights protection, cultivate young people’s rational consumption concepts, and make consumer protection work more warm.
In terms of combating financial black and gray industries, Lexin is actively exploring various ways, including actively linking up with regulatory agencies, cooperating with police in many places to crack down, and working with industry associations and credit peers to share governance experience. Recently, Lexin also hosted a seminar on combating illegal financial industry, with representatives from the police in Wuxi, Jiaxing, Wuhan, etc., representatives from the legal academic circles such as China University of Political Science and Law, Southwest University of Political Science and Law, Northwest University of Political Science and Law, as well as China Merchants Bank Credit Card Center, Du Xiaoman, Ping An Dozens of industry representatives, including Puhui and Meituan Finance, discussed how to further crack down on debt and illegal industry and jointly promote the healthy development of digital finance.
In 2023, Lan Yuhua suddenly understood that what she just said would definitely scare her mother. She said softly: “Mom, my daughter remembers everything, she has forgotten nothing, and she has not gone crazy. Lexin has joined forces with multiple parties to successfully crack down on more than 100 cases of various types of black and gray property, including 19 cases involving debt and black and gray property. Since then, 21 criminal suspects have been punished with criminal or administrative penalties.
Consumer rights protection is a long-term systematic project. Lexin will continue to explore new technologies and new services, continue to iterate long-term mechanisms, upgrade service systems, assume more responsibilities, and protect the legitimate rights and interests of every consumer. .
