Advancing Financial Consumer Protection
IBK recognizes financial consumer protection as a core responsibility and advances its consumer protection framework by reviewing and refining related systems and operations.
Elevating the Internal Control Framework
IBK conducted a self-assessment of 123 items—covering internal regulations, sales procedures, and customer management practices—with a primary focus on compliance with the Financial Consumer Protection Act. Based on the assessment results, the bank implemented targeted improvement measures in areas requiring enhancement. It also operates an Internal Control Committee to consolidate and oversee departmental assessment outcomes and to discuss improvement directions.
Additionally, the bank proactively reviews past complaint cases during the product development and marketing planning stages. Improvement measures identified through complaint and grievance handling are incorporated into product policies and sales procedures, helping customers better understand and use financial products.
As a result of these efforts, IBK received the highest rating of "Excellent" in the 2025 Public-Sector Customer Satisfaction Index (PCSI), earned an "Excellent" rating in Financial Consumer Protection for the second consecutive year, and won the "Grand Prize" in the Innovation Service category at the Korea Management Awards.
Sharpening Investment Product Sales and Postsale Monitoring
With investor protection as its highest priority, IBK operates a comprehensive monitoring framework covering the entire lifecycle of investment products—from development and sales to post-sale management. At the pre-sale stage, the bank tightened procedures for setting product-specific sales limits, while during the post-sale stage, it improved ongoing monitoring checkpoints to enhance the effectiveness of postsale management. For high-complexity products with elevated loss risk, IBK conducts monthly reviews of sales activity and limit compliance, reinforcing its oversight framework across all investment product operations.
Bolstering Capabilities to Protect Financially Vulnerable Groups and Consumers
IBK established a "Non-Face-to-Face Companion Service Desk" to ease the burden of digital banking for elderly customers, providing tailored consultation services such as priority connection to dedicated staff, slower-paced dialogue, and the use of plain language. The bank also refined its service manuals to incorporate guidance tailored to different types of disabilities and preferential financial programs. It introduced Braille-printed passbooks for visually impaired customers, further expanding financial accessibility.
To raise consumer protection awareness among employees, IBK delivered customized training programs by position and case type. In 2025, the bank conducted 54 sessions with a total of 4,571 participants, deepening customer-oriented thinking and improving on-site response capabilities.
Korea Management Awards (December 2025)
Sharpening Response to Financial Fraud
IBK minimizes harm to financial consumers and fosters a safe financial environment through proactive complaint handling and financial fraud prevention measures.
Refining the Complaint Prevention and Resolution Framework
IBK proactively prevents complaints by leveraging multiple channels, including coordination with the Financial Supervisory Service complaint response team, the 080-telephone complaint hotline, and its latent complaint detection system. Issues and grievances identified during the resolution process are systemically linked to institutional improvements, preventing the recurrence of similar cases. The bank also introduced generative AI into its complaint handling process, drawing on past complaint cases, relevant laws, and internal regulations. Automated issue analysis and resolution recommendations enhanced both accuracy and operational efficiency.
Advancing AI-Based Voice Phishing Prevention
In 2025, IBK became the first institution in the financial sector to collaborate with a telecommunications carrier to launch an AI-powered voice phishing detection and prevention service. The service analyzes inbound and outbound calls and assesses voice phishing risk levels in real time. In high-risk situations, it proactively blocks transfers and withdrawals to prevent potential losses. Since its launch, the service has prevented approximately KRW 4.1 billion in customer losses across 211 cases. The bank plans to expand the scope of collaboration to continuously enhance service effectiveness.
Bolstering Voice Phishing Prevention Outreach, Education, and Internal Response Capabilities
IBK is strengthening customer outreach and employee training to prevent voice phishing damage. The bank sent approximately 16.23 million Kakao notification messages and developed proprietary educational content to alert customers to emerging financial fraud schemes. It also expanded targeted education programs for financially vulnerable groups, bolstering the overall financial safety net.
Internally, the bank conducted real-time video training sessions for all employees and delivered branch-specific customized training to strengthen on-site response capabilities against financial fraud. In recognition of these efforts, IBK received the Financial Consumer Protection Award in the voice phishing prevention category at the 2025 Korea Financial Consumer Rights Awards for the second consecutive year.