CSA Head of Sales Mark Buckley explains how the Collector Accreditation Initiative (CAI) enables users to anually test the knowledge of anyone who works within collections, management of collections teams and compliance.
CSA Head of Sales Mark Buckley speaks to Chantelle at CSA member firm UK Search Ltd about how the Collector Accreditation Initiative (CAI) benefits the company.
Credit Services Association, the UK trade body for the collections and debt purchase sector, developed the Collector Accreditation Initiative (CAI) online test as an affordable way to assess debt collectors’ knowledge and scope of understanding of compliance, enabling firms to mitigate regulatory risks and uphold the highest standards of the CSA Code of Practice.
The assessment examines the knowledge and competencies required to perform the role of a professional collector and is suitable for collections agents, collections team leaders and management, collections coaches and trainers, and those in audit/quality roles.
The CAI question bank is regularly reviewed and updated to ensure that the 40 questions included in each individual test provides an accurate reflection of the expectations of regulators and test the knowledge of collectors across a range of areas.
Also incorporating content relating to the Consumer Duty, the CAI test enables firms to monitor and assess their internal training and demonstrate a commitment to meeting the expectations of the Financial Conduct Authority (FCA), including ensuring staff are “trained to be able to deliver good outcomes for customers”. Our situation-based questions will require learners to think about good outcomes, particularly in relation to financial difficulties and vulnerable customers.
The CAI can also be used to complement and test the knowledge gained through the CSA’s separate Consumer Duty online training module, as well as from the suite of Collections Learning Initiative (CLI) online training modules.
"I think the questions are definitely relatable to situations lenders and service providers such as collection agencies will encounter regularly. This adds to the value of this assessment as a learning and training experience rather than simply completing the assessment as a badge to display to clients.
"A big well done to the CSA."
George McNaughton, Risk & Compliance Director at Aberdein Considine LLP
"I just wanted to drop you a line to say a huge thank you for your support of us getting set up to undertake our CSA CAI.
"Given that ACI operate within the debt purchase industry, a key priority for us is underpinning the importance that we collectively place on ensuring that our customers really are at the heart of all of our business activities. To enable us to do this we are always striving to upskill our teams with effective training and development initiatives to ensure that their skills and knowledge are maintained consistently.
"CAI has proven to be a valuable tool for us to invest in and support overall team competence and development. Our guys went from a little initial apprehension at the thought of an exam, some haven’t sat an exam in a good few years, to thoroughly enjoying being involved in the process and activities we carried out implementing CAI.
"Having the full support of our Executive team and the wider business teams in embracing and celebrating this initiative has been incredible and has resulted in all of our guys passing their exams! We couldn’t be prouder of our team and our collective
CAI achievement. Ongoing we will also be including CAI into our new starters onboarding and induction journey plans to keep the CAI spirit and momentum thriving throughout our people from day one."
Janice Holmes, Risk & Compliance Manager at ACI-UK Ltd
For further information about how the CAI could benefit your organisation please email us or call 0191 217 3073.
For CSA members who have already signed up to the CAI, you can access the online platform by clicking the link below.
CAI loginFor CSA members who have already signed up to the CAI that may need assistance, click the link below.
CAI support
