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CSA to demand collector accreditation - 12/07/2010

The Credit Services Association (CSA) is moving towards a formal accreditation programme that would benchmark individual collectors’ know-how and compliance.

Together with the Debt Buyers and Sellers Group (DBSG), the CSA has taken the first steps to launching the process, and both trade bodies have proposed an affordable, online test to assess a collector’s knowledge and compliance with industry standards.

The move comes amid a new era for the CSA, as the DBSG takes a beefed up role in representing debt buyers’ interests while the industry remains on the threshold of proposed new guidance from the Office of Fair Trading.

The initial proposal under the new scheme is to test collectors at their place of work at regular intervals without disrupting the day-to-day running of members’ businesses. The CSA plans to give candidates the outcome and certification there and then.

Dr Roger Lucas, president of the CSA, devised the idea as a means of demonstrating consistent levels of compliance.

He said: "The real benefit is taking a lead in demonstrating to the wider audience that there is already a high standard of compliance in our collections industry and that where there are gaps in knowledge, this can be easily identified against the benchmark that we will set."

A working party headed up by Bennedetta Peto, human resource director at debt purchaser Cabot Financial, will determine how such standards will be achieved and how they can be best defined.

The programme will also be designed to be accessible to all CSA and DBSG members, large and small. Dr Lucas said it will need a cost model that is achievable both in the development and ongoing maintenance phases of the project.

He added: "At this early stage we are keen to reassure members of our broad intent around standards, and we will define and set those standards in full consultation with members, as well as industry stakeholders."

Peter Wallwork (pictured), chief executive of the CSA, said the programme is about testing, not training, and does not impinge on the trade body’s flagship diploma.

He added: "There is still enormous value in using the diploma and the other training the association will be holding this year to equip collectors with the tools and knowledge they need to work effectively. Where we see gaps in collectors’ knowledge as a result of the accreditation test, we will offer training to those members who need it."

More details of the programme will be unveiled at the CSA September conference in Birmingham.