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.