Privacy for Customer Contact Personnel

PRIVACY FOR CUSTOMER CONTACT PERSONNEL

Course Description

Privacy for Customer Contact Personnel explores the everyday privacy issues that customer contact staff are faced with on a regular basis. It covers the existing Right to Financial Privacy Act as well as Regulation P, the newest consumer privacy guidelines resulting from the passage of the Gramm-Leach-Bliley Act. Students will learn the terminology used to discuss the privacy issue, including opt-out, consumer vs. customer and how to answer consumer questions about their privacy rights.

Audience
Any employee with customer contact in a financial institution.

Learning Objectives
After completing this course, students will be able to:

  • Describe the purpose of privacy safeguards in the financial services industry.

  • Define the terminology used in discussing privacy issues with consumers.

  • Explain the benefits of information sharing.

  • Use techniques to safeguard client information from pretext calling scams.

  • Respond to customer questions and concerns regarding privacy issues.

Course Credits
ICB:  2.5 CRCM, CISP, CLBB, CRSP, or CTFA (FID)
CEU: 0.25

Delivery Methods
This course is available in the following formats:

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