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Customer Service Representative Compliance Training Matrix (by Topic)

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This table outlines all required and recommended compliance training steps for Customer Service Representatives, organized by Topic and Training Priority. You can use it to assign learning or support self-service navigation by role.

🧑‍💼 Customer Service Representative – Anti-Money Laundering (AML)

Topic	Training Priority	Step Titles
Anti-Money Laundering (AML)	Must Know	Resource: What is Anti-Money Laundering AML Defined AML Rules and Regulations Resource: The Three Stages of Money Laundering Stage 1: Placement Mastery Test: AML
	Nice to Know	Stage 2: Layering Stage 3: Integration The Lowdown on Money Laundering

🧑‍💼 Customer Service Representative – Bank Secrecy Act (BSA)

Topic	Training Priority	Step Titles
Bank Secrecy Act (BSA)	Must Know	Resource: Currency Transaction Report The Ins and Outs of Currency Transaction Reporting Resource: Suspicious Activity Report The Ins and Outs of Suspicious Activity Reporting Mastery Test: Bank Secrecy Act 102
	Nice to Know	Resource: Foreign Bank Account Report FBAR: What Needs and Doesn't Need to Be Reported Resource: Other Reports Other Reporting Requirements Resource: Background and History of the BSA Background of the BSA The BSA’s History Resource: FinCEN FinCEN's Scope and Mission FinCEN’s Duties FinCEN’s Role as an FIU Mastery Test: Bank Secrecy Act 101

🧑‍💼 Customer Service Representative – Office of Foreign Assets Control (OFAC)

Topic	Training Priority	Step Titles
Office of Foreign Assets Control (OFAC)	Must Know	Resource: Identifying Red Flags and Transactions Identifying Red Flags Red Flags: Transactions 1 Red Flags: Transactions 2 Resource: Other Transactions and Customer Accounts Red Flags: Other Transactions Red Flags: Customer Accounts Resource: Red Flags: Nature of Business, Origination of Funds, and Clients Mastery Test: Identifying Red Flags
	Nice to Know	Resource: OFAC Overview of OFAC Resource: Specially Designated Nationals and Responsibilities and Obligations Specially Designated Nationals (SDNs) Responsibilities and Obligations Resource: OFAC Authority The Ins and Outs of OFAC's Authority OFAC's Settlement With Standard Chartered Bank Mastery Test: OFAC

🧑‍💼 Customer Service Representative – Fair Lending

Topic	Training Priority	Step Titles
Fair Lending	Must Know	Resource: Fair Lending Overview Fair Lending Discrimination Definitions Illegal Discrimination Overt Discrimination Disparate Illegal Discrimination Disparate Impact Discrimination Fostering Fair Lending with Customers Mastery Test: Fair Lending Overview and Discrimination Definitions
	Nice to Know	Resource: Establishing a Fair Lending Program Factors Lenders May Consider Fair Lending Program Requirements Preventing the Occurrence of Fair Lending Violations Fair Lending Risk Factors Mastery Test: Establishing a Fair Lending Program Resource: Predatory Lending and Redlining What is Predatory Lending How Predatory Lending Works What is Redlining How Redlining Works Mastery Test: Predatory Lending and Redlining

🧑‍💼 Customer Service Representative – Gramm-Leach-Bliley Act (GLBA) / Consumer Privacy

Topic	Training Priority	Step Titles
Gramm-Leach-Bliley Act (GLBA) / Consumer Privacy	Must Know	Resource: GLBA, CCPA and Consumer Privacy Privacy Overview Key Privacy Regulations Implementing Privacy Best Practices
	Nice to Know	Historical Context of Privacy Regulations Challenges in Privacy Management Mastery Test: Privacy: GLBA, CCPA and Consumer Privacy

🧑‍💼 Customer Service Representative – Deposit Compliance (Reg D, Reg DD, Reg CC, Reg E)

Topic	Training Priority	Step Titles
Deposit Compliance (Reg D, Reg DD, Reg CC, Reg E)	Must Know	Deposit Compliance Overview Overview of Relevant Regulations Resource: Regulation D Resource: Regulation DD Regulation CC: Scope and Purpose Regulation CC: Next-Day Availability Deposits Regulation CC: Requirements for Financial Institutions Regulation E: Scope and Purpose Regulation E: Covered EFT Types Garnishment Rule: Part 1 Garnishment Rule: Part 2
	Nice to Know	Resource: Overview of Regulations and Deposit Compliance Requirements Regulation D: Scope and Implementation Regulation D: Covered Deposits and Liabilities Regulation D: Reserve Requirements Regulation DD: Scope and Purpose Regulation DD: Truth in Savings Act (TISA) Resource: Collection of Checks Check 21 Resource: Garnishment Rule Mastery Test: Deposit Compliance, Regulation D, and Regulation DD Mastery Test: Regulation CC: Availability of Funds and Collection of Checks Act Mastery Test: Regulation E and Garnishment Rule

🧑‍💼 Customer Service Representative – Cybersecurity

Topic	Training Priority	Step Titles
Cybersecurity	Must Know	Resource: Cybersecurity Cybersecurity Overview Key Cybersecurity Regulations Implementing Cybersecurity Best Practices Challenges in Cybersecurity Management
	Nice to Know	The Evolution of Cybersecurity in Financial Institutions Cybersecurity Case Studies Mastery Test: Cybersecurity

🧑‍💼 Customer Service Representative – U.S. Regulators

Topic	Training Priority	Step Titles
U.S. Regulators	Nice to Know	Resource: FinCEN FinCEN's Scope and Mission FinCEN’s Duties FinCEN’s Role as an FIU

🧑‍💼 Customer Service Representative – Code of Ethics

Topic	Training Priority	Step Titles
Code of Ethics	Must Know	What Is a Code of Ethics Why Ethical Culture Matters Common Ethical Challenges Ethical Conduct in Customer Interactions
	Nice to Know	Resource: Overview and Types of Conflicts of Interest Ethical Grey Areas Regulatory Framework for Managing Conflicts of Interest Mastery Test: Code of Ethics

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