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Customer Service Representative Compliance Training Matrix (by Topic)

Updated over a week ago

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.

Anti-Money Laundering (AML)

Training Priority	Step Titles
Must Know	Anti-Money Laundering (AML) 101 ~20 mins 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	Anti-Money Laundering (AML) 102 ~12 mins Resource: The Three Stages of Money Laundering Stage 2: Layering Stage 3: Integration The Lowdown on Money Laundering Mastery Test: AML 102

Bank Secrecy Act (BSA)

Training Priority	Step Titles
Must Know	The Essentials of the Bank Secrecy Act ~15 mins 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	The Bank Secrecy Act: Reporting ~12 mins Resource: Foreign Bank Account Report FBAR: What Needs and Doesn't Need to Be Reported Resource: Other Reports Other Reporting Requirements Mastery Test: Bank Secrecy Act 102 The History, Scope, and Mission of the BSA ~22 mins 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

Office of Foreign Assets Control (OFAC)

Training Priority	Step Titles
Must Know	Office of Foreign Assets Control (OFAC): Identifying Red Flags ~28 mins 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	Office of Foreign Assets Control (OFAC): Overview ~28 mins Resource: OFAC Overview of OFAC Resource: Specially Designated Nationals and Responsibilities and Obligations Specially Designated Nationals Responsibilities and Obligations Resource: OFAC Authority The Ins and Outs of OFAC's Authority OFAC's Settlement With Standard Chartered Bank Mastery Test: OFAC

Fair Lending

Training Priority	Step Titles
Must Know	Fair Lending Overview and Discrimination Definitions ~22 mins Resource: Fair Lending Overview Fair Lending Overview Fair Lending Discrimination Definitions Illegal Discrimination Overt Discrimination Disparate Illegal Discrimination Disparate Impact Discrimination Mastery Test: Fair Lending Overview and Discrimination Definitions
Nice to Know	Establishing a Fair Lending Program ~20 mins 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 Fostering Fair Lending with Customers Mastery Test: Establishing a Fair Lending Program Predatory Lending and Redlining ~18 mins 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

Training Priority	Step Titles
Must Know	Gramm-Leach-Bliley Act (GLBA) / Consumer Privacy 101 ~12 mins Resource: GLBA, CCPA and Consumer Privacy Privacy Overview Key Privacy Regulations Mastery Test: Privacy: GLBA, CCPA and Consumer Privacy
Nice to Know	Gramm-Leach-Bliley Act (GLBA) / Consumer Privacy 102 ~15 mins Resource: GLBA, CCPA and Consumer Privacy 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)

Training Priority	Step Titles
Must Know	Deposit Compliance, Regulation D, and Regulation DD 101 ~20 mins Resource: Overview of Regulations and Deposit Compliance Requirements Deposit Compliance Overview Overview of Relevant Regulations Resource: Regulation D Regulation D: Scope and Implementation Resource: Regulation DD Regulation DD: Scope and Purpose Mastery Test: Deposit Compliance Overview, Regulation D, and Regulation DD Regulation CC: Availability of Funds and Collection of Checks Act ~18 mins Resource: Regulation CC: Availability of Funds and Collection of Checks Regulation CC: Scope and Purpose Regulation CC: Next-Day Availability Deposits Regulation CC: Requirements for Financial Institutions Mastery Test: Regulation CC: Availability of Funds and Collection of Checks Regulation E: Electronic Fund Transfers and Garnishment Rule ~22 mins Resource: Regulation E: Electronic Fund Transfers Regulation E: Scope and Purpose Regulation E: Covered EFT Types Resource: Garnishment Rule Garnishment Rule: Part 1 Garnishment Rule: Part 2 Mastery Test: Regulation E and Garnishment Rule
Nice to Know	Deposit Compliance, Regulation D, and Regulation DD 102 ~22 mins Resource: Regulation D Regulation D: Scope and Implementation Regulation D: Covered Deposits and Liabilities Regulation D: Reserve Requirements Resource: Regulation DD Regulation DD: Scope and Purpose Regulation DD: Truth in Savings Act (TISA) Mastery Test: Deposit Compliance, Regulation D, and Regulation DD 102 Regulation CC: Availability of Funds and Collection of Checks Act 102 ~10 mins Resource: Collection of Checks The Check 21 Act Mastery Test: Regulation CC: Availability of Funds and Collection of Checks Act 102 Regulation E: Electronic Fund Transfers and Garnishment Rule 102 ~14 mins Resource: Garnishment Rule Garnishment Rule: Part 1 Garnishment Rule: Part 2 Mastery Test: Regulation E and Garnishment Rule

🧑‍💼 Customer Service Representative – Cybersecurity

Training Priority	Step Titles
Must Know	Cybersecurity: Computer Security Basics 101 ~15 mins Resource: Cybersecurity Cybersecurity Overview Key Cybersecurity Regulations Implementing Cybersecurity Best Practices Challenges in Cybersecurity Management Mastery Test: Cybersecurity
Nice to Know	Cybersecurity: Computer Security Basics Case Studies ~14 mins Resource: Cybersecurity Case Studies and The Evolution of Cybersecurity The Evolution of Cybersecurity in Financial Institutions Cybersecurity Case Studies Mastery Test: Cybersecurity Case Studies

🧑‍💼 Customer Service Representative – U.S. Regulators

Training Priority	Step Titles
Nice to Know	U.S. Regulators 101 ~16 mins Resource: FinCEN FinCEN's Scope and Mission FinCEN’s Duties FinCEN’s Role as an FIU Mastery Test: U.S. Regulators 101

🧑‍💼 Customer Service Representative – Code of Ethics

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

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