Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
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Credit Services Association (CSA) Trade Association for the collections and purchase industry Membership Brochure
“our vision is to create a
sustainable future for the
Who we are... industry and the benefit of the
The Credit Services Association (CSA) is the only UK economy as a whole”
National Association in the UK for companies active
in the debt collection and purchase industry. The
Association, which has a history dating back to 1902,
has in excess of 400 Members who represent 90% of
the industry, and employ approximately 15,000 people.
At any one time our Members hold over £60 billion for
collection, returning nearly £3 billion in collections to
the UK economy per annum.
What we do...
The main objectives of the CSA are to;
• improve practices and efficiencies in the Industry
• add integrity, structure and dignity to each of our
Members’ business activities whilst protecting
consumers
• present a united approach to those bodies that
regulate our Members’ activities
Our value to the UK economy
• Number of collection agents within the industry:
6,800
• Our Members hold over £60 billion for collection
and return nearly £3 billion in collections to the
UK economy each year
• Growth rate of the sector: 10%
2
Why collect debt? How is the CSA
governed?
The functions performed by
Members are vital to the efficient The CSA is governed by a Board of
operation of the consumer credit Directors who are an integral part
market. of the Association.
Unpaid debts cause damage The Board of Directors are elected
to lenders and to borrowers by by the Members of the Association
adding costs to the system which and they bring with them a wealth
result in higher prices for credit of experience and knowledge from
and services. the credit and collections industry.
Serious problems with unpaid debt Board Members serve for a three
may also lead to a restriction in the year period before they are
availability of credit and services, re-elected. If re-elected they can
particularly to consumers, who serve for a maximum of three
may otherwise find it difficult to full terms without a break. Full
obtain cost-effective credit. Members are entitled to stand for
the CSA Board at the AGM if there
is a vacancy and, if successful, are
The CSA vision assigned a portfolio responsibility
by the President. The CSA Board
Our vision is to create a sustainable is very active and works closely
future for the collections industry with the Association’s Head Office
and the benefit of the UK economy based in Newcastle upon Tyne.
as a whole by;
Our Board represent a wealth of
• ensuring our Members put expertise and a desire to positively
consumers at the heart of shape industry professionalism.
everything they do
CSA Board
• acting as a support network information
for all those involved in and
affected by debt • Thirteen Board Members
comprising an executive
• working collaboratively committee, a President, Vice
with stakeholders to build President and Treasurer
confidence in the industry
• Three year presidency
• Three year board tenure
appointments
3
CSA membership benefits
Why join?
The CSA provides Members with leading best practice
guidance as well as holistic training solutions. We also
create networking opportunities where Members can
meet and compare experiences in the industry and
learn about critical regulation compliance updates.
CSA Membership is your fast track to;
• ensuring compliance through a Code of Practice
and 24/7 access to key online resource and
regular compliance updates
• high quality discounted accredited training
• delivering a complaint escalation service for
customers of Members
Member services and resources
• Free Business Helpline
• Discounted Insurance Policies
• Industry Updates via the CSA review
• Continuous Improvement Programme (CIP)
• Data Gathering Initiative (DGI)
• Compliance and Industry Guidance documents
• Collector Accreditation Initiative (CAI)
4
CSA Code of Practice
A central part of the CSA’s
commitment to standards is
Credit Servi
Association
its Code of Practice which sets
out the standards expected of
Members. We believe that the
Code of Pra
Code of Practice will enable
consumers and businesses to
address their debts in confidence
of fair treatment.
This Code of Practice is intended
to be a helpful resource for
consumers, whilst compliance
with it is obligatory for CSA
Members to ensure best practice
standards are maintained. The
previous regulator, the Office
of Fair Trading (OFT), used the
CSA’s Code of Practice to assist
with formulating its own Debt
Collection Guidance in 2003.
This Guidance will now form the
Financial Conduct Authority’s
(FCA’s) rules for our sector.
Members agree to comply with
the Code of Practice as a condition
of membership. In any instance
of breach, we have a disciplinary
procedure,which includes removal
from membership.
5
CSA Learning and Development
(L&D)
The CSA L&D portfolio provides Members and non
members with a wide range of accredited training
courses aimed at further improving and enhancing the
professionalism within our sector.
Collector Accreditation Initiative (CAI)
An exclusive online assessment tool
What is the test?
• Online assessment
• 40 multiple choice questions
• 40 minutes time allocation
• £20 per test - 28 day time period or four attempts
to pass
• Accreditation valid for 12 months
What will the CAI do for your business?
• Benchmark your collectors’ compliance
competency against the competition
• Demonstrates your credentials to Investors and
Regulators
• Identifies internal training needs, and creates
provisions to monitor improvements
• Provides visibility of your internal high standards
to a wider audience
• Heightens a client’s perception of your
commitment to uphold the highest levels of
compliance
6
Continuous Improvement Programme
(CIP)
In partnership with PwC, the CIP is a programme
which works directly with our Members to help them
continually improve practices and encourage best
practice and high standards. It measures the maturity
of practices, policies, procedures and controls against
“The Standard”, created specifically by the CSA
incorporating our own Code of Practice, the applicable
sections of the Lending Code ,the FCA Requirements
and other industry related regulation and guidance.
CIP key benefits
• Systematic evidence of compliance (not
anecdotal)
• Pro-active management of regulatory priorities
• Auditable standard confirms compliance with
existing laws and regulatory guidelines
• Complete confidentiality and impartial review
(provided by PwC)
• Access to leading on-line compliance system
included
• Cost is relative to size of business
7
CSA Professional Qualifications
Level 2 Apprenticeship
The NOCN Level 2 Award for Working in the Debt Collection Industry was created by the CSA and provides
an industry-recognised qualification that offers proof of knowledge and the skills required to function as a
proficient member of staff employed within the Debt Collection Industry.
Level 3 Diploma for the Debt Collection Industry
The CSA provides a Level 3 Diploma which is a holistic approach to training and learning development. The
Diploma is created and delivered by industry experts to ensure relevance.
Having produced over 750 graduates since its existence, the CSA has modernised the only Diploma specifically
for the debt collection industry, creating a nationally accredited qualification which currently sits on the
Qualifications and Credit Framework (QCF) via a modular based learning pathway.
Level 5 Diploma in Compliance Risk Management
The CSA has created a professional qualification which will help to demonstrate to the regulators that
businesses have a highly qualified professional Compliance Manager. The aim of the qualification is to set a
benchmark compliance qualification that integrates with the new FCA regime. In doing so the CSA hope to set
a standard to ensure that compliance managers have the necessary skills, knowledge and expertise required
to satisfy the regulators and ensure staff are equipped to do their jobs effectively.
The L5 Diploma will consist of 4 units of work;
• Unit 1: Legal and Regulatory Framework
• Unit 2: The Role of a Compliance Manager
• Unit 3: Compliance and Quality Assurance
• Unit 4: Business Strategy and Compliance
CSA e-Learning Academy
The CSA e-Learning academy is an e-Learning platform for all students studying for the Level 3 and Level 5
CSA diplomas or anyone training for an apprenticeship. Using our e-Learning platform will provide students
with greater breadth, knowledge and understanding of the entire debt collection industry with 24/7 access
and a reduction in out of office commitments.
8Future CSA L&D L&D external Contact us
developments partnerships T: 0191 217 0775
E: training@csa-uk.com
CAI All training programmes have
been developed by the CSA
Meet us at;
• Utility Test and accredited by our awarding
• Field Collectors Test organisation partner NOCN.
• L&D Forums
• L&D Workshops
Each programme meets
Level 4 Qualification the requirements set by the
• L&D dedicated stream at the
CSA annual conference
qualifications regulators in
The CSA Level 4 qualification is
England (Ofqual), Wales (DCELLS)
currently in development and will
and Northern Ireland (CCEA) and
be built to implement succession
is part of the Qualifications and
planning and middle management
Credit Framewark (QCF).
developments within
organisations.
The National Occupational
Standards (NOS) and the Financial
and Legal Skills Partnership (the
Sector Skills Council for our
industry) have been considered
and mapped against the
development of these units of
study also.
The CSA is an associate member
of the National Skills Academy
for Financial Services (NSAFS),
providing the Association and its
members with critical support in
the migration to FCA regulation.
The NSAFS is an independent,
employer-led,charitable
organisation dedicated to growing
talent and building professionalism
in the UK’s financial services
industry.
Contact us
9CSA compliance and guidance
The CSA Compliance Department aims to keep
Members of the Association informed and
up-to-date with all legislation and regulation which
affects our industry. The department also produces
guidance documents for Members as an extension
to the Code of Practice, for specific issues where
more detailed “best practice” guidance is required.
The following list is a summary of some of the
legislation which affects our industry.
• Data Protection Act 1998
• Consumer Credit Act 1974
• CSA Code of Practice
• Administration of Justice Act
• Water Act 2003
• Utilities Act 2000
• Fraud Act 2006
• Proceeds of Crime Act 2002
• Communications Act 2003
• Rights of Entry (Gas and Electricity Boards)
Act 1954
• Bribery Act 2010
Financial Conduct Authority (FCA) guidance
Specifically for Members who deal with consumer
credit, we also provide useful documents to help
our members prepare their businesses for FCA
authorisation.
• Compliance Guides to the FCA Handbook
• FCA FAQs
• Useful Information on CONC Rules
• Consumer Credit Updates
10Lobbying Government Complaints procedure
and Regulators
If a Member of the Credit Services
The CSA works extremely hard Association is believed to have
to put Member views across breached the Code of Practice,
to the regulatory bodies and the Association has a formal
Government. complaints procedure in place
to allow such matters to be
Through raising concerns, investigated.
lobbying for change and working
hard to shape regulation, we Contact us
aim to make legislation less
burdensome and to redress the
T: 0191 217 0775
balance between the consumer
E: membership@csa-uk.com
and the collector.
Meet us at;
The CSA regularly produces
guidance on interaction with
• Compliance Workshops
regulators and government
• CSA Regional Roadshows
bodies. We believe it is also vitally
• Compliance Forums
important for Members to raise
• The CSA Annual Conference
issues themselves at constituency
level.
11CSA events
The CSA run a number of events throughout the year
for both Members and non-members involved in the
credit and collections industry. These range from large
annual events to smaller more intimate meetings.
CSA Annual Conference & Exhibition
This highly popular two-day event in early September
commences the conference season for the collections
industry and attracts in excess of 400 collection and
credit professionals over a two-day period.
Who attends Why attend?
• National Debt • Network with
Collection Agencies regulators and
(DCAs) and Debt industry peers
Purchasers
• Hear industry
• Blue Chip Creditor updates
Businesses
(including all UK • Exhibit your
leading retail business to over 400
banking institutions) attendees
• Alternative Lenders • Expose your
company name
• Debt Recovery Law and message with
Firms a selection of
sponsorship
• Bailiff and High opportunities
Court Enforcement
companies • Organise client
liaisons
• Business Process
Outsourcers
(BPOs)
• Local Authorities
12CSA Members’ Meeting and
Annual General Meeting (AGM)
Why attend?
• Information: Gather key business intelligence and
market awareness
• Voting Rights: Influence the future of the
Association through voting at the AGM
• Governance: Share best practice
• Networking: Fact find with existing and new
clients in sociable surroundings
CSA regional meetings and
workshops
Why attend?
• Gain key specific market insights
• Pose direct questions to industry stakeholders
• Concentrated focused networking
• Profession-led forums
• Sector and business activity led
CSA online webinars
The CSA run a series of online webinars throughout
the year. An online webinar enables presenters
and speakers to deliver a presentation online and
attendees can attend from the comfort of their own
desk and therefore reduces the amount of out of
office time.
• Industry updates from your desk
• Free to attend
• Opportunity to ask questions to speakers
anonymously
13Head Office
The CSA head office is located in Newcastle upon Tyne
just outside the centre of Newcastle. The Association is
headed up by our Chief Executive Officer and consists
of various different departments which assist in the
smooth running of the organisation.
Departments
Each department has a diverse range of highly skilled
staff who contribute towards the successful running
of the Association on a daily basis. The following
departments make up the Credit Services Association.
• Sales
• Marketing and Events
• Membership and Compliance
• Learning and Development/Training
• Accounts
• Internal Operations and Human Resources (HR)
• Legal
Governance
The CSA is governed by a Board of Directors who are
an integral part of the Association.
The Board of Directors are elected by the Members
of the Association and they bring with them a wealth
of experience and knowledge from the credit industry.
The CSA also has a number of special advisors to the
board, and they advise on issues such as compliance,
customer relations and other important industry
matters.
14Which membership category do
you fit into?
There are four types of membership categories at the
CSA.
• Foundation: Start-up and fledging businesses
that primarily collect debt or offer ancillary
services such as customer trace, occupy this
category of Membership. On completion of
two years trading history, these businesses are
automatically upgraded to Full Members.
• Full: Companies where any or a combination of
the above is the primary source of revenue for the
company. To apply for full membership you must
have a minimum of two years trading accounts.
• Affiliate: Companies that fall into this category
could be accountants, banks and building
societies etc. Affiliate membership incorporates
all businesses that carry out the function of debt
collection as a secondary activity in relation to
their everyday business enterprise – and have
been doing so for at least one year.
• International: Debt collection is the primary
source of revenue, but the company is registered
in a country outside the United Kingdom and has
been trading for at least one year.
15Credit Services Association 2 Esh Plaza Sir Bobby Robson Way Great Park Newcastle upon Tyne NE13 9BA United Kingdom T: 0191 217 0775 E: info@csa-uk.com W: www.csa-uk.com
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