Social media confidentiality

Answered by:

Question:

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)?

Answer:

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 Social Media Compliance Requirements webinar.