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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:
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Describe the purpose of privacy safeguards in the
financial services industry.
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Define the terminology used in discussing privacy
issues with consumers.
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Explain the benefits of information sharing.
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Use techniques to safeguard client information from
pretext calling scams.
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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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