Supplemental Financial Literacy Training for Banks and Customers

Bridgeforce and CBS Academy Provide Financial Literacy Lessons for Call Center Agents and Their Customers

Our schools are graduating students without sufficient financial knowledge, leading to broader downstream impacts on the economy. When customers facing financial crises seek assistance from call center agents, their struggles are compounded if those agents lack financial literacy themselves.

Bridgeforce is partnering with CBS Academy, a leader in transforming collections call center operations and customer care, to bring a universal training approach that equips call center agents and customers with real-life understanding of significant life events. Get a glimpse of our modular training programs below.

Customer-Facing Financial Education

Maintaining Credit Health

Our financial education course on maintaining credit health will help your customers gain a solid understanding of financial planning and give them the knowledge and skills needed to navigate significant life events and their financial implications.

Making informed financial decisions is crucial through major life events such as starting a family, buying a home, planning for retirement, or other events that have an adverse effect on your expenses, income, or well-being. This education provides customers with valuable insights, resources, and tools to effectively manage their finances through life’s key milestones, to maintain credit health in the long term.

Adhering to Industry Expectations

A new Florida law requires free financial education to be offered to borrowers with a Florida zip or phone number area code at the time a loan is made (HB 1347). While many organizations offer resources to some capacity, most don’t meet the requirements set forth in this law. Our customer education is designed to meet the “by the book” standards. Even if your bank is not affected by these changes, now is a good time to assess what practices you have in place to curb financial literacy among your customers.

What Customers Will Learn

By the end of this course, your customers will understand:

The types of credit available
Credit scores and the factors used to make up a credit score
Financial stresses that happen during key life events and the impact of them on credit health
How to improve their credit health and credit score
How to create and stick to a budget
How to obtain, review, and dispute their credit report and protect against identity theft

What Customers Receive

At the end of this course, your customers will get:

A certificate for demonstrating they have a clear understanding of the educational materials through successful knowledge check completions.
A budgeting tool to complete immediately following the course, which will aid in proactive management of the customers’ credit health and financial goals.
A suite of resources to aid continuous learning about each life event, and online access to supporting resources specific to each life event.

Contact Center Financial Literacy Training

Enhancing the Customer Experience – Agents trained on the financial impacts of life events and how to resolve them, are better equipped to understand and provide the right solutions to customers.

Enriching Agents – Agents gain personally as well as professionally from the training, which helps them effectively manage their own finances, as well as those around them.

Increasing Effectiveness – Customers are more likely to engage with an agent that displays an understanding, resulting in better quality conversations and outcomes.

Program Overview – What We Offer

Have existing training materials? We have supplemental guides that we can adapt to fit your look and feel.