It is vital that you have an understanding of the privacy laws and how they apply to your role with customer service and the collection, use and security of information. Consider how you would respond to the following scenario.

I would like you to meet Wilma Roberts. She spoke to you today about opening a savings or investment account. She expressed concern about the privacy of her information and wanted some assurances before she opened her new account.

"I don't know why you need so much information about me. You know I am sick of all the marketing material I have been getting through a direct marketing company. I hope this won't be a problem with this new account. I don't know whom you pass my information on to. Some of the information you ask me is so private, like my health details when I was arranging insurance."

Wilma Roberts has a range of concerns with the processes of collection, use and security. Let us look at how you can help her with the collection process.