Mirae Asset Securities Creates "Customer-Centric Language Guide" to Protect Financial Consumers

Mirae Asset Securities announced on February 6 that it has created the "Mirae Asset Securities Customer-Centric Language Guide" to protect the rights and interests of financial consumers and to enhance customer trust.

The company explained that, as public interest in investing continues to grow, it has embarked on an overall innovation of its financial communications so that financial consumers can more easily understand complex and diverse information and make informed decisions.

The new guide is characterized by redefining, from the customer's perspective, the language used at every point of contact with customers.

In the section on core principles of writing, the guide presents how to use an appropriate writing style depending on the situation and establishes customer perspective, clarity, brevity, and consistency as the key principles of customer communication. Through this, it moves away from bureaucratic and rigid expressions and provides standards for writing customer-friendly sentences that customers can easily understand and act on immediately.

Efforts to reduce the burden of financial terminology also stand out. Rather than simply listing technical terms, the guide uses various methods such as using plain financial language, removing redundant terms, and emphasizing key information, and explains them in an accessible way so that anyone can understand. It also improves readability by streamlining unnecessarily long sentences and repetitive expressions.

In particular, the company focused on the fact that rigid expressions centered on laws and regulations can heighten customer anxiety. For example, a sentence like "We will collect and impose additional tax for payment" in the past will, after applying the guide, be improved into a format that first explains the reason and then provides guidance on the current situation along with the next steps the customer can take.

Mirae Asset Securities plans to apply this guide across a wide range of channels, including customer notification messages and services such as M-STOCK, after a review aligned with the group’s brand strategy. It will also incorporate the guide into customer contact channels such as chatbots and Voice of Customer (VOC) systems to reduce customer inconvenience and enhance ease of use. In particular, the company is prioritizing focused improvements on text messages, which have the most direct impact on customers.

A Mirae Asset Securities representative said, "Customer-centric language is more than just refining expressions; it is a key factor in enhancing financial consumers' understanding and trust," adding, "Through this language guide, we will improve customers' financial literacy and continue to strengthen financial consumer protection and our social responsibility."

This content was produced with the assistance of AI translation services.