Regulatory Compliance for
Customer Service Representatives
Course Description
Customer Service Representatives are often the first
“face” the customer sees in the bank. Excellent customer service skills
and a thorough knowledge of bank products and services are critical to
the relationship created between the bank and the customer. Customer
Service Representatives also need a thorough knowledge of the
regulations that affect bank policies and procedures.
Regulatory Compliance for Call Center Representatives offers valuable
information on ten regulations that directly affect the responsibilities
of Call Center Representatives in most financial institutions.
The regulations have been divided into four categories. Each category
will take approximately one hour to complete. The chart below shows the
four categories and the regulations included in each category.
Category
Regulations
Privacy and Security
Bank Secrecy Act (BSA)
Office of Foreign Asset Control (OFAC)
USA PATRIOT Act
Privacy for Customer Contact Personnel
Deposits
Expedited Funds Availability Act, Regulation CC
Truth in Savings Act, Regulation DD
General Account Inquiries
Reserve Requirements of Depository
Institutions, Regulation D
Electronic Funds Transfer Act, Regulation E
Equal Treatment
Fair Credit Reporting Act (FCRA)
Americans with Disabilities Act (ADA)
Audience
Customer Service Representatives.
Delivery Methods This course is available in the following formats:
ABA eLearning Self Paced course
Average completion time: 3 hours
Price: $95 members; $130 non-members
