Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry

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Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
Credit Services Association (CSA)
Trade Association for the
collections and purchase industry
Membership Brochure
Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
“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%

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Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
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

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Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
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)

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Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
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.

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Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
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

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Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
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

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Membership Brochure Credit Services Association (CSA) Trade Association for the collections and purchase industry
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.

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Future 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

                                                                                                            9
CSA 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

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Lobbying 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.

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CSA 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

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CSA 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

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Head 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.

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Which 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.

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Credit 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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