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bank-t156-retail-finance-client-service-senior-assistant

Business
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Use when handling retail banking senior-customer service monitoring, vulnerability screening, and follow-up action planning; trigger for requests that need Chinese skill content with clear inputs/outputs, risk-aware wording, and optional scripts to summarize service signals.

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How to use this skill

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I want to install this Agent Skill for this project in Codex.

Source SKILL.md: https://github.com/aifinlab/FinClaw/blob/HEAD/skills/bank-t156-retail-finance-client-service-senior-assistant/SKILL.md

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这个 skill 是做什么的

帮助零售银行团队识别老年客群的服务风险信号与关怀机会，把客户行为、服务记录与风险提示转成可执行的触达与升级动作。输出面向客户经理、客服与运营的结构化摘要，而不是审批或处罚结论。

适用范围

  • 老年客群服务监测、关怀回访、投诉预警与反诈提醒
  • 客服、网点运营、客户经理的服务动作编排
  • 适老化服务策略评估（线下/电话/线上渠道选择）

何时使用

  • 需要对老年客户进行服务风险扫描、异常识别或关怀排序
  • 需要把服务信号转为可执行动作、升级路径与跟进清单

何时不要使用

  • 需要输出法律/合规定性、违规处罚或最终责任结论时
  • 缺少客户授权或数据来源不合规时

默认工作流

  1. 明确客群范围（年龄段、渠道、产品持有）与监测窗口
  2. 汇总服务事件、投诉、风险预警与触达记录
  3. 识别高优先级信号并拆分为“需立即处理/需持续跟踪/常规关怀”
  4. 输出行动清单、渠道建议与升级路径
  5. 标注数据缺口与待核验事项

输入要求

  • 基础信息：customer_id、年龄、主要服务渠道、区域/网点
  • 服务行为：近期触达时间、触达渠道、服务记录
  • 风险信号：投诉次数、反诈提示、异常交易提醒
  • 资产行为：余额变动、异常现金支取（若有）
  • 合规授权：营销授权与联系偏好

输出要求

  • 风险信号摘要与优先级（高/中/低）
  • 推荐动作（关怀回访、线下协助、反诈提醒）
  • 升级条件与责任归口建议
  • 待补信息清单与数据可信度提示

脚本与使用方式

如需批量扫描，使用 scripts/elder_service_scan.py 生成结构化结果。

python scripts/elder_service_scan.py --input customers.json --output service_scan.json --as_of 2026-03-15

输入 JSON 示例：

{
  "customers": [
    {
      "customer_id": "C001",
      "age": 67,
      "last_contact_date": "2026-01-10",
      "complaint_count_90d": 1,
      "fraud_alert_180d": 0,
      "balance_drop_30d": 15000,
      "digital_usage_score": 25,
      "branch_visit_30d": 3,
      "high_cash_withdrawal_flag": 1
    }
  ]
}

输出关键字段：

  • priority：高/中/低
  • risk_score：规则评分（仅用于排序）
  • reasons：触发原因
  • actions：建议动作

风险与边界

  • 该技能只提供服务风险识别与行动建议，不替代正式合规/风控结论
  • 不得基于单一信号作出惩罚或强制处置
  • 必须明确数据口径、时间窗口与授权范围

信息不足时的处理

  • 明确缺失字段并输出最小可执行建议
  • 将无法验证的信息标注为“待核验”

输出模板（简版）

客户：{customer_id}
优先级：{高/中/低}
主要信号：{reasons}
建议动作：{actions}
待补信息：{missing_fields}