ABA eLearning Courses
Regulatory Compliance for Call Center Representatives

Targeted, job-specific compliance training; 15 - 30 minutes to complete; final assessments to measure learning. 

Call Center Representatives assist customers by opening accounts, identifying and handling inquiries, and cross-selling bank products. Effective Call Center Representatives must also demonstrate a thorough knowledge of the regulations that affect bank policies and procedures.  ABA eLearning compliance courses for Call Center Representatives include:

Americans with Disabilities Act (ADA)  Cost:  $35     Enroll Now
Provides guidelines for how employees in any part of the financial institution can meet the requirements of the Americans with Disabilities Act.  Students will learn how reasonable accommodations can be applied in a variety of situations.  By the end of the course, students will be able to:

Bank Secrecy Act (BSA)  Cost:  $55     Enroll Now
Focuses on the BSA responsibilities of Call Center Representatives. It explains that the quality of a bank's compliance depends on the actions of its client-contact employees and how important it is for Call Center Representatives to follow the bank's policies and procedures. The course explains how to complete the Suspicious Activity Report as a means for bank employees to play a critical role in helping law enforcement officials track illegally obtained funds to their original source.  By the end of the course, students will be able to:

Electronic Funds Transfer Act (Reg E)  Cost:  $55     Enroll Now
Focuses on the Reg E responsibilities of Call Center Representatives.  It lists content and timing requirements for each required disclosure, and requirements for each preauthorized transfer. The course also lists notice of error situations, and specifies the importance of routing notices of errors to help ensure that the bank complies with the error resolution timing requirements of Regulation E.  By the end of the course, students will be able to:

Expedited Funds Availability Act (Reg CC)  Cost:  $35     Enroll Now
Focuses on the Reg CC responsibilities of Call Center Representatives. It lists specific deadlines when banks must make funds deposited into client transaction accounts available. It explains business-day availability schedules used on transaction account deposits. The course helps Call Center Representatives to understand the importance of availability disclosures at the time of account opening. It also describes how Check 21 can affect funds availability, and positively affect check processing for clients and the bank. By the end of the course, students will be able to:

Fair Credit Reporting Act (FCRA)  Cost:  $35     Enroll Now
Focuses on the FCRA responsibilities of Call Center Representatives. The course explains how the FCRA exists to ensure a fair and accurate credit reporting system for clients and the banking system, and to make certain consumer reporting agencies respect clients' right to privacy. The course identifies credit and noncredit-related transactions that are allowed under FCRA. It also explains requirements and restrictions for affiliates with regard to shared information.  By the end of the course, students will be able to:

Office of Foreign Asset Control (OFAC)  Cost:  $35     Enroll Now
Focuses on the OFAC responsibilities of Call Center Representatives.  It explains that the Specially Designated Nations (SDN) and Blocked Persons list and those individuals subject to the jurisdiction of the US are prohibited from doing business with the bank.  The course also focuses on following bank policies and procedures to handle match names, and the rules related to blocked funds.  By the end of the course, students will be able to:

Privacy  Cost:  $35     Enroll Now
Focuses on the privacy responsibilities that Call Center Representatives face each day.  It explains Regulation P that requires financial institutions to disclose the categories of nonpublic personal information that might be shared with third parties.  The course helps Call Center Representatives to understand how and why consumer information is shared so they can educate customers and address their concerns.  The course also covers how to keep customer nonpublic information out of the public eye in a bank work setting.  By the end of the course, students will be able to:

Reserve Requirements (Reg D)  Cost:  $35     Enroll Now
Focuses on the Reg D responsibilities of Call Center Representatives.  It lists the Money Market deposit accounts and savings accounts and their restrictions on the type and number of transactions allowed per month.  The course also explains the Reg D requirement for financial institutions to follow when clients conduct excessive withdrawals or transfers of funds.  By the end of the course, students will be able to:

Truth in Savings Act (Reg DD)  Cost:  $35     Enroll Now
Focuses on the Reg DD responsibilities of Call Center Representatives.  It provides information concerning the Truth and Savings Act to help depositors better understand and compare account terms and conditions.  The course lists and explains deposit accounts available to or held by clients that are covered by Reg DD.  The course also helps Call Center Representatives identify specific phone inquiries about accounts that may trigger the requirement to provide Truth in Savings disclosures.  By the end of the course, students will be able to:

USA PATRIOT Act  Cost:  $35     Enroll Now
Focuses on the USA PATRIOT Act responsibilities of Call Center Representatives.  It identifies types of accounts with increased risk of terrorist activity, and explains additional documentation and due diligence required for handling any permitted accounts that pose increased risk to banks.  The course specifies the importance of not ignoring any action or transaction that may be suspicious.  By the end of the course, students will be able to:

Audience:  Call Center Representatives. 

Delivery Method:  Self-paced online course

Call 212-297-1679 or email elegg@nyba.com for volume pricing or click below for individual course enrollments.

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