Online Consumer Protection in Banking and Fintech Contexts: General Awareness

Course Description

Duration 2 days – 14 hrs

Overview

This 2-day training program is designed to provide organization-wide awareness of online consumer protection principles within both traditional banking and fintech-driven services. With the rise of digital finance, cybersecurity risks, and increasing regulatory scrutiny, financial institutions have a growing responsibility to protect consumers in all interactions — whether through mobile apps, e-wallets, online lending platforms, or core banking products.

The training introduces participants to relevant laws, policies, ethical responsibilities, and practical risks related to consumer protection in digital financial services. Designed for all departments, the course emphasizes the role of every employee — from product and operations to IT and customer service — in safeguarding consumer trust and upholding regulatory compliance.

Objectives

Understand the principles of online consumer protection in the financial sector
Identify consumer rights and responsibilities in the context of banking and fintech services
Recognize common digital risks and how they affect consumers
Understand the Philippine legal and regulatory landscape (BSP, DTI, NPC, SEC)
Align with ethical standards, data privacy, and digital consent requirements
Apply a consumer-first mindset in operations, product design, communications, and service
Understand organizational responsibilities to mitigate risk and ensure fair treatment

Audience

Banking and fintech operations staff
Product development and UX teams
Compliance, risk, and legal teams
Customer service and relationship managers
IT and cybersecurity teams
Marketing and communications staff
Senior leaders and people managers
New hires and cross-functional teams

Pre- requisites

No prior knowledge of consumer protection law or fintech required

Suitable for all levels, from frontline to management

Course Content

DAY 1: Foundations of Consumer Protection in Digital Finance

Module 1: Introduction to Consumer Protection in Financial Services

Why consumer protection matters
Banking vs. fintech: evolving expectations and responsibilities
What is consumer harm? Key risk categories (fraud, misinformation, data misuse)

Module 2: Consumer Rights and Ethical Responsibilities

Fair treatment, transparency, redress, and non-discrimination
Financial inclusion and accessibility
Ethical product design and responsible marketing

Module 3: Regulatory Landscape in the Philippines

BSP Consumer Protection Framework
DTI and SEC guidelines
Data privacy under the National Privacy Commission (NPC)
Intro to international benchmarks: G20, OECD, GDPR (for awareness)

Module 4: Protecting Consumers in Digital Banking & Fintech Channels

E-wallets, mobile apps, lending platforms, and digital deposits
Disclosures, terms & conditions, and product clarity
Protecting consumers in online onboarding and transactions

DAY 2: Application, Risk Scenarios, and Employee Responsibility

Module 5: Common Digital Risks and Threats to Consumers

Phishing, identity theft, data breaches, app impersonation
Hidden fees, dark patterns, algorithmic bias in fintech products
Case examples of consumer harm in digital finance

Module 6: Complaint Handling and Consumer Redress

What happens when something goes wrong
Frontline staff responsibilities and escalation
Internal channels, feedback loops, and role of the compliance team

Module 7: Cross-Functional Responsibility and Culture of Protection

Everyone’s role in building consumer trust
Working with legal, product, IT, and customer service teams
Training, awareness, and internal accountability

Module 8: Case Studies and Group Exercises

Local and global case examples (e.g., mishandling of user data, unethical lending)
Group activity: identifying consumer protection gaps in a fictional product
Discussion: What can we do differently in our department?

Module 9: Internal Alignment and Next Steps