Privacy for Customer Contact Personnel


Description: Privacy for Customer Contact Personnel explores the everyday privacy issues that customer contact staff is faced with on a regular basis. It provides a broad overview of privacy laws impacting consumers, including the Right to Financial Privacy Act and the Fair Credit Reporting Act, with a deeper look at Regulation P: consumer privacy guidelines resulting from the passage of the Gramm-Leach-Bliley Act. This course defines 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: Employee with customer contact in a financial institution.


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

  • Define privacy
  • Explain the purpose and function of three key consumer privacy laws
  • Describe the privacy rules for financial institutions  
  • Describe what information can be shared and when a customer must consent to information sharing