Taishin FHC Corporate Social Responsibility Report 2019

47 Superior Service Policy of Customer Relationship Management 1. Verify customer's basic information 2. Determine customer's use of capital and investment purpose Existing account No match No match No match Match Match Match Applies only to purchase of structured products New account Add/modify data Account opening application PIW risk attribute assessment Non-applicable subject Recommend suitable products Product suitability Inform risk Verify document Confirm and complete order placement over the system Regular review by department head Regular review by financial advisor Reject purchase 2-1 Customer Relationship Management Policy of Customer Relationship Management Sale of financial products Customer expresses willingness to invest Complete the "Customer and Investment Risk Attribute Data Sheet" and have the customer sign personally 1.Financial strength and professional knowledge 2.Investment profile and risk tolerance 3.Scope recommendation for suitable investment 4.Risk profile and tolerance/ financial strength Duly notify customers the risk profile they have been assigned to and risks of the product; refrain from using inappropriate sales talks Offer suitable investment products that match customer's risk profile Create profile on system KYC KYP Driven by brand values of "Sincerity" and "Professional - ism," Taishin not only provides a diverse range of local - ized and personalized customer service, but also pays close attention to customers' voice and constantly strives for innovation while delivering highly value-add - ed services that make it the trusted smart partner. Taishin places great emphasis on customers' interests and is persistent about service quality. It is the organiza - tion's hope to provide customers with the most compre - hensive service, which is why it has implemented "Fair Treatment of Customers Policy " and "Fair Treatment of Customers Strategy" to serve as guidance for employees with respect to customer protection and service delivery, and thereby fulfill the organization's obligations toward financial consumer protection. With regards to customer relation and product offering, Taishin has "Know-Your-Customer"(KYC)and "Know-Your-Product" (KYP) procedures in place to ensure that customers are offered the best services and protection. Taishin evaluates customers' needs and profiles, classifies them by prod - uct suitability and risk tolerance, and duly communicates product information, risks and rights before recommend - ing suitable products. Customer suitability review