In recent years, the Bank has consistently worked on enhancing the outlet efficiency. By optimizing outlet layouts, upgrading intelligent terminals, and strengthening in-branch services, the Bank has comprehensively improved its financial service capabilities, and better integrated into the production activities and daily lives of local residents, contributing to the high-quality and sustainable development of the regional economy.

The Bank has basically achieved extensive coverage of large and medium-sized cities in China

As of the end of June 2025, the Bank has set up branches in 153 large and medium-sized cities across 31 provincial administrative regions in China, achieving full coverage of branch services in all provincial administrative regions except Hong Kong, Macao and Taiwan. The Bank operates a total of 1,477 business outlets, including 37 first-tier branch offices, 125 second-tier branch offices, and 1,315 sub-branches (including 27 community/small and micro-sized sub-branches). It is equipped with 3,650 self-service devices and 9,914 smart counters (including 3,201 vertical smart counters). This has resulted in a diversified branch service network consisting of comprehensive outlets, premium outlets, community/small and micro-sized outlets, and off-premises self-service outlets, continuously enhancing service convenience.

The Bank ranks among the top join-stock banks for county-level outlet layout

As of the end of June 2025, the Bank has 161 county-level outlets, covering 139 counties in 69 cities. Among them, 1 outlet is located in a national poverty-alleviation county (Anyang Huaxian Sub-branch of Zhengzhou), and 1 outlet is located in the Common Prosperity Demonstration Zone (Quzhou Longyou Sub-branch). The county-level outlets are equipped with 381 cash self-service devices, with all indicators ranking among the top among joint-stock banks. In terms of its county-level outlet layout strategy, the Bank focuses on strengthening financial service coverage in the top 100 counties, economically strong counties, and populous counties. In the first half of 2025, the Bank relocated and optimized 5 county-level outlets, continuously improving the accessibility and convenience of county-level financial services, and strongly supporting the healthy development of the local county economies.

The Bank continues to improve outlet reach in old revolutionary base areas, ethnic minority areas, border areas, and poverty-stricken areas

As of the end of June 2025, the Bank has established 9 first-tier branches, 11 second-tier branches, and 139 outlets in 5 ethnic minority autonomous regions (Tibet, Xinjiang, Inner Mongolia, Ningxia, and Guangxi), as well as in remote areas such as Qinghai, Gansu, Guizhou, and Yunnan. These outlets are equipped with 290 cash self-service devices, forming a comprehensive outlet service network that can effectively serve local governments, businesses, and residents.

Strengthening the development of specialized outlets

The Bank continues to empower the development of specialized outlets. Centering on the strategic layout of the “Five Major Areas” (namely technology finance, green finance, inclusive finance, pension finance and digital finance), it focuses on building specialized service outlets for technology finance, inclusive finance, pension finance, green finance, etc. In addition, the Bank is actively promoting pilot co-collaborations with “non-financial” scenarios such as McDonald’s, bookstores, and gaming venues. The Bank is also continuously improving the service offering and construction standards of its “Happy Post Station”, opening its outlet service resources to the public. These stations provide basic people-benefiting services such as temporary rest areas, drinking water, mobile phone charging, reading, and financial education for the general public.

Senior-friendly and barrier-free transformation

The Bank is continually improving senior-friendly and barrier-free service facilities, comprehensively optimizing the financial service experience for special customer groups, and providing considerate financial service support for them. The Bank has formulated the “Happy + Senior-Friendly” construction module in the Standards for the Image Construction of China CITIC Bank Business Outlets. This module defines the standards for facilities and equipment for the elderly and the disabled, including service facilities such as caring seats, caring service windows, reading glasses, water bars, barrier-free ramps, and mobile smart devices. Outlets with suitable conditions are additionally equipped with characteristic facilities such as barrier-free parking spaces, accessible cash counters, barrier-free toilets, senior activity rooms, and health check-up instruments, further enhancing the service quality for elderly and the disabled individuals.

Optimizing Service Processes for Special Customer Groups

To ensure that customers from special groups enjoy equal rights with other customers, the Bank offers convenient and personalized support. In terms of basic service facilities, each business outlet is equipped with no less than 6 types of commonly used convenience service facilities, specifically including reading glasses, sewing kits, umbrellas, baby strollers, baby chairs, wheelchairs, shoe polishers, mobile phone charging stations, and over-the-counter medications. For customers from special groups, the Bank has carefully designed exclusive service processes. Throughout the entire customer journey from entering the outlet, waiting in the rest area, handling business to leaving the outlet, the Bank closely monitors their needs and provides convenient and human-centered services to effectively ensure that special group customers can enjoy equal rights with other customers. In addition, service facilities in the Bank’s service demonstration outlets will be further optimized and upgraded. Some outlets have introduced intelligent equipment, such as microwave ovens, smart water stations, mobile water stations, mobile form-filling stations, call devices, automated external defibrillators (AEDs), blood pressure monitors, and blood oxygen monitors. These enhancements aim to provide customers with more comprehensive and high-quality financial convenience services, set industry benchmarks, and strive to build a brand image of “warm financial services”.

Improving the Service Capabilities of Staff in Business Outlets

The Bank places significant emphasis on cultivating the service capabilities of front-line staff in outlets to ensure the implementation of outlet service standards and their application in real-world scenarios. In the first half of 2025, the Bank organized special online training on integrated service and marketing, covering all positions within the outlets, including lobby managers, customer managers, and tellers. Moving forward, the Bank will continue to align training with front-line needs and advanced practices of peers, continuously upgrading and optimizing the outlet service enhancement and training system. The goal is to provide customers with warm services support their business operations.

Enhancing Customers’ Comfortable and Convenient Experience

In conjunction with the construction of a new outlet image, the Bank is continuously rolling out various new mobile intelligent devices, multimedia displays, as well as new equipment and systems such as the integrated equipment management platform and information release management platform. These efforts accelerate the intelligent and digital transformation and upgrading of outlets, fully embodying the service concept of “responding to customers’ needs”. In the first half of 2025, the Bank launched an intelligent customer identification system for visitors to the outlets, which accurately identifies and analyzes customer profiles arriving at the outlets, provides exclusive “one customer, one strategy” services, monitors customer queuing time, and promptly reminds outlet staff, thereby enhancing customers’ visiting experience. The Bank continues to develop the one-stop service capability of smart counters in outlets: the dual-recording function for wealth management was launched to enable the a seamless process from card opening to product recommendation, dual-recording, and order placement; the customer acquisition process for loan issuance and borrowing was streamlined, allowing customers to apply for both loan and borrowing cards to skip repeated document submission or information entry; additional features such as account opening with foreign passports, mobile banking registration, and express payment functions have been launched to continuously improve the Bank’s service capabilities for foreign clients.

In addition, the Bank continues to promote the big data-driven location selection visualization platform, enhancing the digital and refined management of outlets. This enables the Bank to continuously optimize the outlet location to areas with dense populations and strong financial demand, allowing outlets to better address the financial needs of surrounding businesses and residents. This effort enhances the accessibility of services at each outlet and effectively improves the comfort and convenient experience of customers visiting the outlet.

*The English version were translated based on the Simplified Chinese version. In case of any discrepancies among the versions, the Simplified Chinese version shall prevail.