CSA Appoints Process and Systems Project Coordinator

The Credit Services Association (CSA), the voice of the UK debt collection and debt purchase industries, has appointed Colin Matthews to a newly-created role of Process and Systems Coordinator within the Association’s Learning and Development (L&D) team.

Colin is tasked with improving the efficiency and effectiveness of the CSA’s current systems and processes, and develop solutions which are scalable to support the growth of the organisation. He is leading a project to improve internal processes, integrating them onto an online environment to improve access and increase accuracy of data used by the team. He is also responsible for maintaining the integrity and quality of the CSA’s benchmark Collector Accreditation Initiative (CAI), and CSA Compliance Essentials.

In the immediate period, Colin is supporting the ongoing need for the Association to work from home, establishing a compliant, distance learning platform to meet the needs of tutors and learners alike. This has included rewriting training material, training the tutors on the video platform, and making sure a positive learning experience is offered for all those involved.

Colin joins the CSA from npower where he was a Process Architect and has experience of all areas of quality analysis and process improvement and customer service.

The CSA’s Head of L&D Fiona Macaskill says Colin’s appointment will help accelerate the Association’s programme of change and improvement: “With his knowledge of IT, process improvement, process mapping, and business analysis, Colin is able to take an analytical view of our services seen through the customer’s lens.

“He has already been providing valuable support and we look forward to implementing more improvements as we move forward with our learning and development projects.”

Colin adds: “It has been a big transition for me,” he says, “with immediate processes that had to be adapted to support the Association and the apprentices and other learners. It has been a demanding time but ultimately, like many other businesses, the efforts and changes implemented now are going to serve us well as we come out this current crisis.

“I am working with a dedicated team that want to deliver the best to the CSA’s members, apprentices and their employers, and provide the best learning experience to support the advancement and the professionalism of the debt collection industry as a whole.”