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Yuanta Bank’s corporate culture centers on the principle of fair treatment of customers and actively implements the service mechanism of “customer care at the counter” to effectively protect customers’ property and assist the National Police Agency of Taiwan’s Ministry of the Interior in the prevention of fraudulent crimes with outstanding performance. Last year (2023), Yuanta Bank’s anti-fraud efforts intercepted 537 fraud cases, blocking the largest single amount of more than NT$7.39 million, and the cumulative amount for the year was nearly NT$320 million. On August 5, 2024, Yuanta Bank’s front-line employees received an award from the Premier of the Executive Yuan, Jung-tai Cho, at the “Financial Counter Fraud Advanced Forum” for their outstanding effectiveness in providing counter care at the bank.

Upholding the corporate core values of integrity and honesty, Yuanta Bank emphasizes the protection of consumers’ rights and interests, and has adopted the principle of fair treatment of customers as the core of corporate culture, with the chief executive officer serving as the convener of the Fair Customer Treatment Promotion Committee, which reports the status of fair customer treatment implementation to the board of directors on a monthly basis. According to Yuanta Bank’s statistics, in the first six months of this year (2024), branch staff successfully intercepted a total of 203 fraud cases, with the amount of money blocked amounting to NT$130 million, of which the elderly and disadvantaged groups accounted for nearly 30%.

In the process of carrying out anti-fraud measures, Yuanta Bank’s deposit and remittance staff, who are on the front line, often risk the pressure of being misinterpreted and being sued by customers, and through constant questioning and reminders from our staff, they are able to prevent customers from possible financial losses at the last hurdle. Yuanta Bank has been strengthening staff’s awareness of fraud prevention and deterrence. In addition to issuing fraud prevention cases from time to time to educate and train staff, Yuanta Bank has also established an incentive mechanism to encourage staff who are successful in deterring fraud.

Yuanta Bank uses the AI Skynet modeling system to help determine alert account transaction patterns, and through transaction monitoring reports, we can determine dummy account transactions, set up controls in advance to block subsequent fraudulent fund flows, and effectively reduce the number of fraud cases. Recently, Yuanta Bank’s counter service has observed that “home repair,” “loans from friends,” and “investment in virtual currency” are common fraudulent practices, and the public may fall into the trap of fraud if they are not careful. In the event of “sudden large remittance” or “frequent transactions within a short period of time,” the staff of each branch will not only proactively ask the customer about the use and purpose of the remittance, but will also prepare more than two questions to further question the customer in order to ensure that the flow of the customer’s funds is safe and secure. Yuanta Bank will continue to fulfill our duty of caring and reminding, and will cooperate with the police and government agencies to guard the safety of customers’ properties.