The Credit Services Association (CSA) is the official body for the debt collection industry and with a history dating back more than 100 years, the CSA is constantly evolving to meet the demands of a modern-day challenging regulatory, compliance and economic business environment. This training prospectus provides the CSA members and non-members with a wider range of industry accredited training courses aimed at further improving and enhancing the professionalism within our sector.

All of the accredited training courses contained within this guide can be delivered as an in-house solution or collectively as a Level 3 Award (Units 1 and 2), Certificate (Units 1, 2, 3 plus either Unit 4 or 5) or the full Diploma (Units 1, 2, 3 plus any 3 optional Units), which is a recognised professional qualification for the debt collection industry. The CSA delivers the Level 3 Award, Certificate and full Diploma annually in a number of different locations across the UK, and through distance learning or as an in-house solution depending on the number of delegates. 

All training programmes have been developed by the CSA in conjunction with member engagement and accredited by our awarding organisation partner NOCN, which meets the requirements set by the qualifications regulators in England (Ofqual), Wales (DCELLS) and Northern Ireland (CCEA) and is part of the Qualifications and Credit Framework (QCF). 

This qualification is an industry recognised qualification that offers proof of knowledge and the skills required to function as a proficient professional within the debt collection industry. 

Each training course and module of study has been designed to provide the delegate with a wide scope of knowledge and understanding regarding a range of topics that influence and impact on the debt collection industry and its business environment. Every course is delivered with the delegates in mind and is delivered in a friendly, practical and engaging environment by our highly qualified team of specialised tutors. All of our tutors have extensive knowledge and experience of the UK and international marketplace. 

This prospectus lists all of the Level 3 accredited learning modules which clearly explains the intended learning aims and objectives for each unit of study, and what the delegate will achieve upon successful completion. Ordering could not be easier, simply contact Luke Sculthorp, Business Development Manager at the CSA; 

Email: luke.sculthorp@csa-uk.com, Tel: +44 (0) 191 217 3079 

Luke can provide you with further details or advice regarding any of the individual training courses, programmes of study or type of qualification that you are interested in. 
Alternatively you can email us at: training@csa-uk.com. 

Kind regards 

Peter Wallwork 
Chief Executive Officer 

Working in the Debt Collection Industry 

Introduction 

This unit is designed to enhance the learners’ practical knowledge and understanding of the entire Debt Collection Industry. The learner will cover and explore a number of key concepts that will provide them with a deeper understanding of the different types of organisations and consumers associated within the breadth of the industry. 

Aims 

To develop a greater understanding and appreciation of the complexities of the Debt Collection Industry by learning about the different business 
sectors, consumer base, and the range of services the industry provides. 

Learning objectives 

• Understanding the historical development of the Debt Collection Industry. 
• Understand the primary businesses involved in debt recovery. 
• Understanding different techniques and collection methods used across the Debt Collection Industry. 
• Understanding the inherent challenges within the Debt Collection Industry. 

Training methods 

This unit is delivered through a classroom tutorial containing a number of activities and group discussions that will explore the historical development of the debt collection industry and how the industry has evolved into a major financial sector in the UK. Delegates will investigate the collection cycle, different collection methods including the influence of technology, and the operational impact this has on a business and the industry. 

Each delegate will be provided with the relevant learning resources and hand-outs that will provide them with statistical information regarding the size of debt in the UK. All supporting information and classroom activities are designed to help delegates develop their knowledge and understanding of working in the Debt Collection Industry. 

Legislation and Regulation that Governs the Debt Collection Industry

Introduction 

This unit is designed to provide the learner with an in-depth knowledge and understanding regarding the importance of compliance to the Debt Collection Industry. On completion of this unit the learner will have explored a number of key legal aspects in relation to the industry and be able to explain how various regulations and industry standards impact on the Debt Collection Industry. In addition, the learner will be able to interpret the consequences of being non-compliant on their business, and how best practices can ensure that their organisation maintains a healthy compliant ethos. 

Aims 

To enable the learner to develop an understanding of compliance issues and how this impacts on the Debt Collection Industry and the working environment. The learner will develop knowledge of the legal and regulatory frameworks which define the Debt Collection Industry and how the Credit Services Association Code of Practice sets out a professional benchmark for the industry. 

Learning objectives

• Understand the scope of the legal framework that governs the Debt Collection Industry.
• Understand the regulatory environment and its impact on the Debt Collection Industry.
• Understand how to meet Debt Collection Industry standards and requirements.
• Understand the relationship between the regulatory environment and the customer.

Training methods 

This unit is delivered through a classroom tutorial and delegates are encouraged to participate in discussions and debates to explore their current knowledge and working practices of regulatory framework that 
impacts and influences the debt collection industry. 

Delegates will be provided with the relevant learning resources and all supporting information will help delegates develop their knowledge and understanding of Legislation, Regulation, Standards and Guidance for the Debt Collection Industry. 

Compliance Process Systems and Working Practices in the Debt Collection Industry 

Introduction 

This unit builds on the learner’s knowledge and understanding of compliance issues and further explores how a debt recovery organisation ensures that the ethos of compliance is embedded into working practices. This unit focuses on exploring how areas of a business can demonstrate to customer and external stakeholders that it is fully compliant with legislation and the process systems that can support a business to manage its risk of non-compliance. 

Aims 

To enable the learner to develop an understanding of compliance process systems and how this impacts on all areas of a debt recovery business. The learner will develop knowledge of how business systems can ensure that a debt collection organisation business practices is fully compliant with statutory and regulatory frameworks that govern the Debt Collection Industry. 

Learning objectives

• Understand why a debt recovery business needs to have appropriate compliance process systems in place.
• Understand how compliance process systems can safeguard against external complaints from regulatory bodies.
• Understand the key elements that impact on compliance process systems in relation to data protection required by legislation.
• Understand how compliance process systems can help a debt recovery organisation identify any criminal or suspicious activities.
• Understand the impact of the Limitation Act on compliance process systems when dealing with Statute Barred Cases.

Training methods 

This unit is delivered through a classroom tutorial which encompasses a number of group activities which focus on exploring how compliance impacts on the working practices of a business and its own responsibilities. 

Delegates will be provided with the relevant learning resources and hand-outs including the FOS Handbook, Data Protection Fact Sheet, Silent Calls Policy Statement and UK Anti-Money Laundering. The supporting information will help delegates participate in the classroom activities and develop their knowledge and understanding of Compliance Process Systems and Working Practices. 

The Consumer Debt Collection Business Environment 

Introduction 

This unit is designed to provide the learner with an in-depth knowledge and understanding of the consumer debt collection business environment. The learner will cover and explore a number of key concepts that will provide them with a deeper understanding of the consumer debt collection sector and understand how this differs from the recovery of commercial debt. 

Aims 

To enable the learner to develop an understanding of the consumer debt collection marketplace and the business environment in which operates. The learner will develop knowledge of how this sector functions and core elements associated with the recovery of consumer debt. 

Learning objectives 

• Understand the diversity of the consumer debt collection sector. Know how to obtain sufficient information to commence the consumer debt collection cycle in accordance with legislation. 
• Identify legal proceedings that can be implemented to recover the debt from a consumer who may not pay their debts. 
• Understand the importance of effective communications involved in the consumer debt recovery process to ensure compliance. 
• Know why certain third party relationships within the consumer debt collection industry are necessary. 
• Understand the impact that ‘Money Advice’ organisations have on the recovery of consumer debt. 

Training methods 

This unit is delivered through classroom tutorial and the activities are designed to enhance the delegate’s knowledge and understanding of the issues surrounding the recovery of consumer debt from a business perspective. 
During the classroom tutorial delegates will be provided with the relevant learning resources and hand-outs including: Debt Collection and Mental Health, Dealing with Debt from a Consumer Perspective, Debt Relief Orders, Alternatives to Bankruptcy, and the Consumer Credit Act Post Contract Information. All supporting information will help delegates participate in the classroom activities and develop their knowledge and understanding of the Consumer Debt Collection Business Environment. 

The Commercial Debt Collection Business Environment 

Introduction 

This unit is designed to provide the learner with an in-depth knowledge and understanding of the commercial debt collection business environment. Throughout this unit the learner will explore a number of key concepts which define the commercial debt collection sector and establishes the major differences between the recovery of commercial and consumer debt. 

Aims 

To enable the learner to develop an understanding of the commercial debt collection sector and the business environment in which operates. The learner will develop knowledge of the how this sector functions and core elements associated with the recovery of commercial debt. 

Learning objectives 

• Understand the diversity of the commercial debt collection sector. 
• Understand the factors that influence the commercial debt marketplace. 
• Understand the importance of identifying the decision maker in the payment process. 
• Identify factors that impact on the commercial debt recovery process 
• Understand the litigation process that a commercial debt collection organisation can take to recover an outstanding debt. 
• Understand why third party relationships within the commercial debt collection industry may be necessary. 

Training methods 
This unit is delivered through e-Learning or In-house and activities are designed to enhance the delegate’s knowledge and understanding regarding the distinct difference between consumer and commercial collections and the range of business activities that occupy this sector. 
Delegates will be provided with the relevant learning resources that cover the insolvency process for creditors, the court system and the CSA factsheet on commercial collections, which will help delegates develop their knowledge and understanding of the Commercial Debt Collection 
Business Environment. 

The Debt Sale and Purchase Business Environment 

Introduction 

This unit will introduce the learner to the debt sale and purchase financial sector. Throughout this unit the learner will explore a number of key concepts which define the market conditions for selling and purchasing debt and how this business function differs from traditional debt recovery activities. 

Aims 

To enable the learner to develop an understanding of the debt sale and purchase financial sector and its business environment and function. The learner will develop knowledge of how this sector was developed and the core elements associated with sale and purchase transactions and the contractual obligations imposed on the seller and buyer of debt. 

Learning objectives 

• Know how the debt sale and purchase financial industry originated in the UK. 
• Understand the market conditions for selling and buying different types of debt. 
• Understand the sale and purchase transaction process. 
• Understand how pricing methodology is used for creating the right sale value for purchase. 
• Understand factors that impact on the contractual obligations of selling debt. 
• Understanding post-sale contractual agreements of the seller and purchaser. 

Training methods 

This unit is delivered through e-Learning or In-house and will include a number of participating delegate activities designed to explore the different models for selling and purchasing debt from both perspectives including the ideal market conditions. The delegate will also investigate the legal factors that influence the marketplace and the due diligence process. 

Delegates will be provided with the relevant learning resources which will help delegates develop their knowledge and understanding of The Debt Sale and Purchase Business Environment. 

Trace and Investigation Techniques used in the Debt Collection Industry 

Introduction 

This unit has been designed to provide the learner with a greater exposure to the trace and investigation activities and techniques commonly used or outsourced by an organisation involved in the recovery of debt. 

Aims 

To provide the learner with a deeper understanding and knowledge of the trace and investigative operations and requirements of a debt collection organisation and how these methods are used to locate a data 
subject. The learner will explore best practices that underpin tracing and investigations techniques and why an organisation may outsource this requirement. 

Learning objectives 

• Understand how industry best practice can demonstrate compliance to statutory requirements. 
• Know the different sources of trace related data that are available from credit and non-credit reference agencies. 
• Know how to apply different tracing methods and techniques commonly used in trace operations. 
• Understand why a debt collection organisation may use outsource its trace and investigation business requirements. 

Training methods 

This unit is delivered through e-Learning or In-house and has been designed to engage the delegate in a number of activities that will cover a number of different trace methods and techniques used in the industry and the regulations that organisations must comply with during its investigations. 
Delegates will be provided with the relevant learning resources which will help delegates develop their knowledge and understanding of Trace and Investigation Techniques used in the Debt Collection Industry.

Leading a Team in a Debt Collection Organisation 

Introduction 

This unit is designed specifically for existing or aspiring team leaders, seeking to improve their team leadership skills to help them reach their full potential in their business environment of debt collection. The learner will explore a useful mix of theory and practical explanation of team leading concepts. 
This unit will be of great benefit to anyone whose primary role is, or will be, to lead a team within debt collection industry.

Aims

To provide the learner with a wide variety of skills required by effective team leaders. Throughout this unit the learner will study a number of key principles that enable them to build and broaden the skills and knowledge of team leading including practical techniques in motivating teams, planning and monitoring their work. 

Learning objectives 

• Understand the key principles of leading an effective team in a debt collection organisation. 
• Understand the significance of managing professional working relationships with team members in the debt collection organisation. 
• Understand the importance delivering productive team communications. 
• Understand how to monitor and improve a debt collection team and individual performance. 
• Understand the importance of recognising when team members require further training or support. 

Training methods 

This unit is delivered through e-Learning or In-house and is designed to explore the delegate leadership style, characteristics and traits. 

Delegates will be provided with the relevant learning resources and further information which will help delegates develop their knowledge and understanding of leadership. 

Managing Third Party Relationships in the Debt Collection Industry 

Introduction 

This unit is designed to introduce the learner to the concepts and compliance principles required to effectively manage a third party relationship with external agents contracted by a debt collection organisation. Throughout this unit the learner will explore the specific requirements for outsourcing work and investigate the processes for selection and contractual arrangements for measuring the effectiveness of the agreement. 

Aims 

To enhance the learners’ knowledge and understanding of outsourcing work and how relationships with external agents can be effectively introduced and managed. The learner will gain a deeper understanding of contractual arrangements for ensuring that an outsourced service is ‘fit for purpose’ and the on-going process for measuring the success and effectiveness of the relationship. 

Learning objectives 

• Understand why a debt collection organisation may outsource a specific service. 
• Understand the process for selecting the most appropriate third party supplier to fit the level of service required. 
• Know how to ensure that a third party supplier is fit for purpose prior to placement. 
• Understand the post-contractual arrangements for managing third party performance. 

Training methods 

This unit is delivered through e-Learning or In-house and the delegate will engage in a number of different activities focused on exploring their current knowledge and understanding of managing business relationships, how to ensure if an outsourced supplier is ‘fit for purpose’, and finally, how to measure effectiveness and performance. 

Debt Collection and Back Office Administration 

Introduction 

This unit has been created to provide the learner with a deeper appreciation of how an organisations back office administration activities plays an important role in supporting the recovery of debt and how this function contributes to the overall success of the business. Throughout this unit the learner will explore a number of activities essential for managing the debt recovery cycle. 

Aims 

To provide the learner with the key skills, knowledge and understanding of working within an administrative role designed to support the business debt collection activities. The learner will investigate a number of 
business back office administrative principles involved in communicating 
with the hardship and vulnerable customers and the process for issuing legal binding contracts with external agents. 

Learning objectives 

• Understand the importance of back office administration on the debt collection function. 
• Understand the principles of ‘recourse’ business processes and how this is administered. 
• Understand the administration process in developing legally binding business contracts. 
• Understanding the back office administration process for managing an outsourced account. 
• Understanding how the back office administration process deals with identified hardship and vulnerable customers. 

Training methods 

This unit is delivered through e-Learning or In-house and encourage the student to participate in the learning environment. The delegate will explore the role of the back office administrator and how this plays an integral role to the business and the debt recovery cycle. 

The Utility Industry, Billing and Debt Collection 

Introduction 

This unit is designed to provide the learner with an in-depth knowledge of the utility, billing and debt collection sector and understand how this differs from the recovery of consumer and commercial debt. To enable the learner to develop an understanding of the utility debt collection marketplace and the business environment in which operates. The learner will develop knowledge of how the utility industry debt collection activities are influenced by billing and UK regulation and the core challenges associated with the recovery of consumer and commercial debt. 

Learning objectives 

• Understand the historical development of debt collection in the Utility Industry. 
• Understand the primary mechanisms for billing and collections for each sector in the Utility Industry. 
• Understand the key factors that influence the recovery of utility debt. 
• Understand key factors that impact on the recovery of debt in the Utility Industry. 

Training methods 

This unit is delivered through e-Learning or In-house and will help to develop the delegate’s knowledge and understanding of debt recovery practices and the regulatory framework that encompasses utility collections. 

Frequently Asked Questions 

Q     Why should I choose training from the CSA as opposed to any 
other training provider? 
A     We have a range of expert professional tutors with in-depth experience of the sector and who are at the cutting edge of what is going on in the industry. Unlike other training providers, all our individual units of study are Ofqual accredited and professionally recognised courses, which makes learning flexible and offers the delegate the opportunity to build credits over time towards a full qualification. 
Equally the CSA is the driving force and voice of the industry and we 
are up-to-date on all aspects and issues that influence and impact 
on our industry. All our tutors are practicing professionals within the industry with masses of theoretical knowledge and come with practical working experience regarding the issues that a business faces on a daily basis. 

Q     I have a large department that needs training to reflect its function, 
what is the process that we could take to be able to achieve this? 
A     We would discuss with you in detail your requirements and deliver the appropriate training module that meets your needs. This could be enhancing your collection teams’ knowledge and understanding of the consumer or commercial marketplace, compliance, utility collections through to trace and investigation techniques. Simply contact us for further details. 

Q     If we take the decision to invest in one of your training courses can our delegates build upon their study to gain a fully recognised Level 3 qualification? 
A     Yes, if it is the full Diploma. However, for the Award and Certificate it would depend on the training module. All students have a three year timeframe in which to complete the full Diploma. 

Q     Will delegates obtain any form of recognition for completing a training course? 
A     Yes, if delegates successfully complete the assessment criteria associated with the training programme. This is normally assessed through a work-based assignment and if the delegate successfully meets the assessment criteria then they will be awarded a Certificate which reflects the learning module. This is issued by the awarding organisation NOCN and will contribute or make them exempt from taking this unit of study should they decide to complete the full Diploma in the future. 

Q     I have a team of 10 or more employees that I am interested in placing on the Award, could this be done in-house to fit around our 
business schedule? 
A     Yes, as with the Level 3 Certificate and full Diploma we can devise an in-house delivery plan that meets your needs. However this is subject to delegate numbers. 

Q     I want to place some of my employees on the full Diploma but I cannot manage the time they have out of the office. Therefore is 
there is any alternative delivery methods? 
A     Yes, as with all modules including the Level 3 Award and Certificate qualification we recommend a suitable delivery mode which fits in with your business requirements. This might be suggesting a blended learning approach where your delegates attend the core modules and do the rest through distance learning. Alternatively, this could be delivered fully through distance learning. This would include full support from the designated tutor including full head office assistance and guidance. 

Q     I am new to the debt collection industry, what course would you recommend for me? 
A     We would strongly recommend that you enrol on the full Level 3 Diploma qualification which will provide you with a solid understanding and knowledge of the industry. Alternatively, you may choose to complete the Level 3 Certificate which will also provide you with a good working knowledge of the principles and activities involved in debt recovery.