CSA Head of Sales Mark Buckley explains how the Collections Learning Initiative (CLI) online platform enables you to pick and choose modules most suited to your employees. The CLI can also support the learning and training for the CSA Collector Accreditation
Initiative (CAI).
CLI demo
A look at the CLI platform and the features available to users.
About the CLI
Setting the benchmark for collections compliance
Available to both CSA members and non-members, the Collections Learning Initiative (CLI) is an affordable and effective way to upskill collections staff at all levels, giving them instant, convenient access to high quality, flexible virtual training
materials tailored to the needs of the individual and the business.
Users can select to undertake modules relevant to their needs, and select as many or as few as they wish - and they are not required to be completed in any particular order. Each module takes approximately one hour to complete, and you may save
your progress and resume it at a later date. Each module is active for 12 months (from activation).
Available now
The purpose of this module is to:
Learn about what a Collections Department does and its role within the operational structure of its organisation
Study the differences between Creditors, Debt Collection Agencies, and Debt Purchasers
Understand the role of a Debt Purchaser, and how Debt Sales impact consumers
The purpose of this module is to:
Review the legislation, standards, and best practice governing commercial debt collections
Understand the different types of commercial debt and the interest and charges that can be applied
Know the insolvency options available for debtors, and what support methods are available
Commercial Debt - module introduction.
Learning outcomes: This module is designed to introduce you to the different organisations who will be supporting your role as collections staff - from the tracing of customers to enforcement actions and the regulation
that supports your work.
By the end of the module you will:
Be equipped with a foundational understanding of how the collections sector functions
Have learned about the various parties that you may encounter working in the sector
Understand the different services that each organisation provides and how they fit together to form the sector
Supporting Organisation - module introduction.
Learning outcomes: This module is designed to help you understand how and why customers get into debt, how you can effectively communicate and negotiate with customers, as well as understanding the rules and regulations
governing communication methods.
By the end of the module you will:
Understand how and why customers get into debt
Recognise the benefits of profiling customers and how it's done
Be able to communicate and negotiate with customers effectively
Know about the regulators affecting customer interactions
Understanding Customers - module introduction.
Learning outcomes: This module is designed to provide insight into the policies, procedures and the framework used to ensure compliance standards are followed, and looks at the processes a compliance officer implements
in order to fulfil their role.
By the end of the module you will be able to:
Provide insight into policies, procedures and frameworks to ensure compliance standards are followed
Understand governance, risk management and compliance (GRC) frameworks and their implications
Evaluate monitoring and auditing requirements and how they affect customer outcomes
Managing Compliance - module introduction.
Learning outcomes: By the end of this module, you will have an understanding of measures organisations and individuals working in organisations should take to treat customers in vulnerable situations fairly.
By the end of the module you will be able to:
Identify customers in vulnerable situations
Assess whether a customer's situation is potentially or actually vulnerable
Manage difficult conversations with customers
Manage disclosure effectively and legally
Analyse the appropriate solutions
Customers in Vulnerable Situations - module introduction.
Learning outcomes: By the end of this module you will have an understanding of the debt collection industry as a whole and what it is like to work in it.
The module will cover:
The purpose of debt collection
Historical development of the debt collection industry
The debt collection industry
Collection methods and techniques
External influences
Working in the Debt Collection Industry - module introduction.
Learning outcomes: In this module you will learn about the legal framework surrounding the industry, as well as dive into the legislation that has dictated its direction, and the regulators that govern it. This will
help to provide you with an understanding of why and how the industry is as it is today.
The module will cover:
The scope of the legal framework which governs the industry and how it impacts you
The regulatory environment and its impact on the debt collection industry
How to meet required legal and regulatory standards in your organisation
The relationship between the regulator and the firm
Legislation and Regulation that Governs the Debt Collection Industry - module introduction.
Up to 10 licences: £55 + VAT per module (member) £75 + VAT per module (non-member)
More than 10 licences: £45 + VAT per module (member) £65 + VAT per module (non-member)
