目 次 ページ ＪＡバンク・ＪＦマリンバンクは································································ 1 【社会人としての基本ルール】 1 挨 拶········································································································ 2 2 身だしなみ···································································································· 3 3 声かけの実践······························································································· 4 4 後方でのお客さまへの心配り······························································· 5 5 職場での協調······························································································· 6 6 公私の区別···································································································· 7 7 お客さまとの関係······················································································ 8 8 節度ある行動······························································································· 9 9 お客さまとの約束を守る····································································· 10 10 お客さまへの正しい言葉づかい······················································· 11 11 上司からの指示事項·············································································· 13 12 守秘義務····································································································· 14 13 個人情報の保護······················································································· 15 14 電話応対の基本······················································································· 16 15 電話の応対・メモの作成と復唱の励行·········································· 17 16 引継ぎ連絡································································································· 18 17 ホウレンソウ···························································································· 19 18 ルールを守る···························································································· 20 19 書類・資料の外部持出しの禁止······················································· 21 20 個人的見解と組合としての見解······················································· 22 21 防犯の心構え···························································································· 23 【事務の基本ルール】 22 諸規定に従った事務処理····································································· 24 23 整理整頓····································································································· 25 24 代筆の禁止································································································· 26 25 文字・数字の記入方法·········································································· 27 26 文書保管のルール··················································································· 28 27 「振り込め詐欺」等の被害防止·························································· 29 28 貯金規定のお客さまへの交付···························································· 30 29 「現金その場限り」 ·················································································· 31 30 札勘定の方法···························································································· 32 31 金種内訳の記入······················································································· 36 32 番号札の使用···························································································· 37 33 離席時の基本···························································································· 38 34 現金過不足時の対応·············································································· 39 35 印鑑・署名の照合··················································································· 40 36 公印や業務上の個人印を押印する際の原則································· 43 37 精査・照合・再鑑のポイント···························································· 44 38 重要印や業務上の個人印等の保管ルール····································· 45 39 帳票等の取消・訂正のルール···························································· 46 40 通帳・証書等の一時保管····································································· 47 41 渉外担当者の預りやお届け································································· 48 42 紛失届の迅速な処理·············································································· 49 43 対外文書発行の取扱·············································································· 50 44 異常事態・事故への対応····································································· 51 【コンプライアンス】 45 コンプライアンスとは·········································································· 52 46 重要事項の説明義務等·········································································· 54 47 禁止行為等································································································· 55 48 架空名義貯金···························································································· 56 49 「疑わしい取引」の届出······································································· 57 50 導入貯金····································································································· 58 51 公序良俗違反···························································································· 59 52 広告・景品の規制··················································································· 60 53 証拠隠滅····································································································· 61 54 私文書偽造································································································· 62 55 横領・背任································································································· 63 56 公務員への接待・贈答·········································································· 64 57 反社会的勢力の排除·············································································· 65 58 独占禁止法································································································· 66 59 インサイダー取引規制（内部者取引規制）·································· 67 60 投信等の不当勧誘の禁止····································································· 68 61 外務員登録································································································· 70 62 税理士業務制限······················································································· 71 63 非弁活動制限···························································································· 72 64 セクシュアル・ハラスメントの禁止·············································· 73 【営業店業務基礎知識～窓口業務関連】 65 信用事業の基本的な機能····································································· 74 66 事務処理権限···························································································· 75 67 ＣＳの重要性···························································································· 76 68 個人の取引先···························································································· 77 69 高齢者との取引······················································································· 78 70 法人と代表者···························································································· 79 71 取引時確認の方法··················································································· 81 72 不正な目的の貯金取引の禁止···························································· 83 73 貯蓄の目的································································································· 85 74 貯金の種類································································································· 86 75 当座貯金····································································································· 88 76 定期貯金····································································································· 89 77 総合口座····································································································· 90 78 定期積金····································································································· 91 79 財形貯金····································································································· 92 80 貯金払戻時の注意事項·········································································· 93 81 手形の要件································································································· 94 82 小切手の要件···························································································· 95 83 手形・小切手の支払·············································································· 96 84 線引小切手································································································· 97 85 手形交換····································································································· 98 86 不 渡 り····································································································· 99 【貯金・為替業務の基本知識】 87 届出事項変更届···················································································· 101 88 残高照会·································································································· 102 89 相 続·································································································· 103 90 貯金利息と税金···················································································· 104 91 貯金を守る仕組み················································································ 105 92 差押命令・転付命令··········································································· 107 93 偽造カード、盗難カード、盗難通帳による払戻しの保護······ 108 94 為替業務の基礎知識··········································································· 109 95 振 込·································································································· 110 96 代金取立·································································································· 111 97 全国銀行内国為替制度······································································· 112 98 為替手数料······························································································ 113 99 貯金為替関連機能················································································ 114 100 年金受取·································································································· 115 ＪＡバンク・ＪＦマリンバンクは 学習日 〈ポイント〉 ＪＡバンク・ＪＦマリンバンクは、組合員と地域の皆さまのための 安心・便利な金融機関をめざしています。役職員は、日々あらゆる努 力を惜しまず、つねにお客さまの立場に立って行動することが求めら れています。 〈解説〉 ○ ＪＡバンクは全国に民間最大級の店舗網を展開しているＪＡバン ク会員（ＪＡ・信連・農林中金）で構成するグループの名称です。 ＪＡバンクはグループ全体のネットワークと総合力で、地域の 皆さまのメインバンクとして、より身近で便利、そして安心な 金融機関になることを目指しています。 ○ Ｊ Ｆマリンバンクは、貯金や貸出など信用事業を行う全国の漁 協・水産加工協・信漁連・農林中金、および全漁連で構成する グループの総称です。ＪＦマリンバンクは、地域の漁業に密着 した事業を全国的に展開し、漁業地域のメインバンクとして浜 の暮らしを守ります。 ○ Ｊ Ａバンク・ＪＦマリンバンクの役職員は、ＪＡバンク・ＪＦ マリンバンクが組合員と地域の皆さまのため、安心・便利な金融 機関として信頼されるように、日々努めていかなければなりませ ん。 〈学習メモ〉 — 1 — 社会人としての基本ルール １ 挨 拶 学習日 〈ポイント〉 挨拶の手抜きは職場でのルール違反です。感じのよい挨拶で明るい職 場を作りましょう。 〈解説〉 ○ きちんとした挨拶は応対の第一歩です。お客さまの目を見て（ア イコンタクト）明るくさわやかに挨拶しましょう。 ○ 職員同士でもつねに挨拶を励行し、明るく、緊張感のある職場を 作りましょう。 ○ 人から声をかけられる前に、自ら進んで挨拶をするよう、心がけ ましょう。 ○ いろいろな挨拶の例 ・朝の挨拶………………………………おはようございます。 ・お客さまをお迎えする時の挨拶……いらっしゃいませ。 ・お客さまをお送りする時の挨拶……ありがとうございました。 ・外出する時の挨拶……………………行ってまいります。 ・外出から戻った時の挨拶……………ただいま戻りました。 ・退社の挨拶……………………………お先に失礼します。 お客さま一人ひとりにあったプラスひと言を添える工夫もしてみま しょう。 〈学習メモ〉 — 2 — ２ 身だしなみ 学習日 〈ポイント〉 協同組合の職員としての品位をけがさないよう「身だしなみ」に配慮 しましょう。また、お客さまは勿論、上司・同僚職員にも礼儀正しく 接するように心がけましょう。 〈解説〉 ○ 「身だしなみ」は、自分が仕事に取り組む姿勢の表われです。組 合員や利用者の皆さまから選ばれ支持される金融機関となるため には「身だしなみ」も大切です。役職員一人ひとりがお客さまに 違和感や不快感を感じさせない「身だしなみ」をするように心が けましょう。 ○ 仕事中はバッジ・名札を必ずつけましょう。 ○ 服装・頭髪・化粧等のポイントは、清潔感にあふれ、控えめで上 品であるとともに、働きやすく機能的であることです。 ○ 執務中は、派手なアクセサリーや作業の邪魔になるアクセサリー をはずしましょう。 ○ 職員一人ひとりが、いつも組合の顔であることを忘れずに行動し ましょう。 〈学習メモ〉 — 3 — ３ 声かけの実践 学習日 〈ポイント〉 明るく活気あふれる協同組合・親しまれる協同組合をめざし、進んで 声かけを実践しましょう。 〈解説〉 ○ お客さまの協同組合に対するイメージは、ロビーに入った時の第 一印象で決まります。お客さまが来店されたら、明るく大きな声 で「いらっしゃいませ」と声かけをしましょう。声かけは防犯上 の観点からも大切です。 ○ 声かけは窓口の担当者だけでなく、後方の職員も含めて全員で行 うようにしましょう。 ○ 業務室は舞台です。たくさんのお客さまが、私たちのひとつひと つの動作につねに注目していることを忘れないようにしましょ う。 ○ ロビー全体を見渡し、お待ちのお客さまにも気を配りましょう。 ご案内したお客さまのご用件が終了したか、それとなく見守りま しょう。長時間お待ちのお客さまにはこちらから声をかけましょ う。 〜声かけの例〜 ・長くお待ちのようですが、ご用件はお済みですか。 ・お待たせして申し訳ございません、もう少々お待ちください。 〈学習メモ〉 — 4 — ４ 後方でのお客さまへの心配り 学習日 〈ポイント〉 お客さまへの応対は、窓口担当者だけではなく、職員全員で行ってい ることを忘れないようにしましょう。 〈解説〉 ○ お客さまの側から店内後方はよく見渡せるものです。お待ちいた だいているお客さまの気持ちになって動作は機敏に行うよう心が けましょう。キビキビした動作は、お客さまにも気持ちよく感じ られ、信頼にもつながります。 ○ お客さまの通帳や証書などは、カルトン（受け皿）を使用するな ど丁寧に扱いましょう。お客さまからお預かりした通帳などをい つまでも机上に放置したり、手に持ってウロウロしたり、ポンと 投げて受け渡しすることは絶対にしてはいけません。速やかに処 理してお客さまに返却しましょう。 ○ 足を組んで座ったり、机にひじをついたり、髪の毛をかきあげな がら事務処理をすることもやめましょう。業務室内などのお客さ まから見えるところで職員同士が談笑することはすごく目に付き ます。控えましょう。 〈学習メモ〉 — 5 —
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