Regulatory Compliance for
Customer Service Representatives
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 Customer Service 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 lists below show the four categories and the regulations included in each category.
Privacy and Security
- Bank Secrecy Act (BSA)
- Office of Foreign Asset Control (OFAC)
- USA PATRIOT Act
- Privacy for Customer Contact Personnel
Deposit
- Expedited Funds Availability Act, Regulation CC
- Truth in Savings Act, Regulation DD
General Account Inquiry
- Reserve Requirements of Depository Institutions, Regulation D
- Electronic Funds Transfer Act, Regulation E
Equal Treatment
- Americans with Disabilities Act (ADA)
- Community Reinvestment Act (CRA)
| Price | $130 Nonmembers / $95 Members |
| Course Credits | AIB: 0.25 ; ICB: 3.75 (CCSR) |
| Prerequisites | None |
| Required Software | None |
| Optional Software | Adobe Acrobat Reader and RealPlayer |
Audience
Customer Service Representatives who need a thorough knowledge of the regulations that affect bank policies and procedures.
Learning Objectives
After completing this course, students will be able to:
- Explain their responsibility in complying with the privacy and security regulations by using and filing appropriate BSA and OFAC reports, describing accounts that pose risks to the bank under the USA PATRIOT Act, and explain the privacy issues that impact customers under Privacy for Customer Contact Personnel.
- Explain their responsibility in complying with the deposit regulations by describing hold policies under Regulation CC, account disclosures and inquiries under Regulation DD
- Explain their responsibility in complying with general account inquiry regulations by describing the effect of Regulation D on the function of various account types, and the process of customer notification to the bank under Regulation E.
- Explain their responsibility in complying with the equal treatment regulations by using best practices to avoid discriminating against customers in lending activities under ADA, and providing public information under CRA.
Enrollment: To enroll in this course, please click on the link below for the registration form. Print and complete the form and submit it to your supervisor for approval. Then submit the approved form to your human resources department for processing.