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
- Key takeaways and alignment with internal compliance initiatives
- Open forum for clarification and feedback
- Optional alignment with organizational compliance policies and training roadmap
