Skip to content

Social media confidentiality

How can banks create a dialogue with their customers via Facebook or other social media without being drawn into situations where a customer or the banker might make a social media mistake (e.g., posting an account number online)?

The bank should have a list of things that should never be mentioned in social media posts, along with a list of things that are permissible to include in a post. Educate customers about these do’s and don’ts, remind them periodically in posts, and have any slip-ups edited out ASAP. You don’t even want to say a person is your customer, and one should never mention specific account or transaction information, etc.
When a customer asks a transaction-specific or account specific question, perhaps the best response is that “the bank cannot include such personal information on an open forum. We ask that you call us at 111-222-3333 or ask our help desk after first logging in to the secure internet banking website.”
Learn more about Andy Zavoina’s webinar Social Media Requires Compliance Too

First published on 03/15/2020

Banker Store View All

From training, policies, forms, and publications, to office products and occasional gifts, it’s available here:

Banker Store

hot right now

image description

Looking for effective, convenient training on a particular subject?

BOL Learning Connect offers more than 200 courses ON-DEMAND or on CD ROM from AML to Reg Z and every topic in between.

Search Topics