Preventing Discrimination in AML
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Preventing discrimination in Financial Crime Compliance

Format
Courses on Regulatory Developments

Format
e-Learning

Duration
45 minutes

Start
Anytime

Financial institutions have a legal obligation to prevent money laundering, terrorist financing and sanctions breaches. At the same time, they must ensure that customers are treated fairly and without discrimination.

In practice, this balance can be challenging. Questions about customer identification, enhanced due diligence or transaction monitoring may unintentionally create situations where customers feel unfairly treated or excluded.

This practical awareness course helps employees understand how discrimination can arise during AML/CFT and sanctions processes, how unconscious assumptions may influence decision-making, and how to communicate professionally and respectfully while complying with regulatory requirements.

By combining compliance obligations with fair customer treatment, organisations strengthen customer trust, reduce legal and reputational risks and contribute to an inclusive banking environment.

DURATION: Approximately 45 minutes including knowledge checks
TARGET AUDIENCE:  This course is suitable for employees at all levels and in all areas of your organisation and especially relevant for staff working in client facing roles like relationship management, customer service and client onboarding.
COURSE OVERVIEW: This course uses real-life examples and scenarios to guide individuals how to understand how AI can be applied and to recognise if AI is used to mislead the organisation.
COURSE OBJECTIVES: Upon completion of the entire course participants will be able to:

  • Explain what discrimination is and distinguish it from perceived discrimination.
  • Understand why discrimination presents legal, regulatory and reputational risks for financial institutions.
  • Recognise how AML/CFT and sanctions compliance processes may unintentionally lead to unequal treatment.
  • Identify situations in which unconscious assumptions or bias may influence customer interactions.
  • Communicate professionally and respectfully with customers regarding AML/CFT and sanctions requirements.
  • Know how and where to report concerns or suspected discriminatory practices.
  • Understand the potential risks of automated systems and AI in creating unintended discriminatory outcomes.
  • Contribute to fair, respectful and inclusive customer service within their own role.
COURSE Content: Module 1

Why Preventing Discrimination Matters

  • Fair customer treatment
  • Regulatory expectations
  • Impact on customers and organisations
  • Building trust through professionalism

Module 2

Understanding Discrimination

  • What is discrimination?
  • Exclusion, unequal treatment and disadvantage
  • Discrimination versus perceived discrimination
  • Examples from the financial sector

Module 3

Recognising risks during AML/CFT & Sanctions processes 

  • Customer identification
  • Due diligence
  • Risk assessments
  • Customer assumptions
  • High-risk customers versus prohibited discrimination
  • Practical workplace examples

Module 4

Professional communication

  • Explaining AML/CFT requirements respectfully
  • Managing difficult conversations
  • Avoiding unintended bias
  • Maintaining customer confidence

Module 5

AI, Systems and Human Oversight

  • Automated decision-making
  • AI awareness
  • Human judgement
  • Escalating concerns
  • Recognising unusual patterns

Module 6

Speaking Up

  • Reporting concerns
  • Internal escalation procedures
  • Customer complaints
  • Learning from feedback
  • Everyone contributes to improvement

 

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