New guidelines systematize standards for text messages, KakaoTalk notifications and app push alerts; customer-first principles emphasize plain language

BNK Financial Group headquarters [BNK Financial Group]
BNK Financial Group headquarters [BNK Financial Group]

BNK Investment Securities announced Thursday that it has introduced a standardized customer messaging operations manual to improve the accuracy and clarity of financial information provided to customers.

The manual was developed in response to the expansion of non-face-to-face communication channels — including text messages, KakaoTalk notifications and app push alerts — and establishes comprehensive standards covering the drafting, review and delivery of customer messages to help customers understand needed information quickly and accurately.

The manual covers four areas: customer-centered message writing principles, required disclosures and cautionary expressions, standard formats by message type, and pre-send review and post-send inspection procedures. In particular, key information and required actions are placed at the beginning of each message, and complex financial terminology is replaced with plain, easy-to-understand language.

The manual also requires that essential details such as the sending institution and contact information be clearly stated to improve customer convenience, and tightens standards around expressions that could mislead customers — such as guarantees of returns or downplaying of investment risks. Alongside this, standard formats have been established for major scenarios including transaction notifications, product recommendations, and service outage and delay notices, ensuring consistent customer communication.

BNK Investment Securities said its financial consumer protection division will conduct pre-send reviews of new and revised messages as well as regular post-send inspections.


kaf2002@heraldcorp.com