ABA eLearning Courses
Regulatory Compliance for Customer Service Representatives

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

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.  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 Customer Service 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 Customer Service 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:

Community Reinvestment Act (CRA)  Cost:  $35     Enroll Now
Focuses on the CRA responsibilities of Customer Service Representatives. It explains the CRA requirement for federal banking regulators to publicly evaluate and rate FDIC-insured banks and savings associations to ensure they meet the credit needs of all neighborhoods. This course describes the information that must be made available in a CRA Public Evaluation, as well as certain records in its public file.  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 Customer Service 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 Customer Service 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:

Office of Foreign Asset Control (OFAC)  Cost:  $35     Enroll Now
Focuses on the OFAC responsibilities of Customer Service 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 Customer Service 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 Customer Service 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 Customer Service 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 Customer Service 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 Customer Service 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 Customer Service 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:  Customer Service 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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