The CAI 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.
The 40-question test is not a training programme but works alongside existing internal and external training (including CSA apprenticeships and the Digital Academy Online Learning Module) to independently verify individuals’ regulatory competence. It is suitable for those at all levels from senior management to frontline agents in collections and associated functions, covering everything from the latest Financial Conduct Authority (FCA) regulation to key legislation, relevant agendas such as vulnerability, and the CSA Code of Practice.
As well as individuals becoming CAI-accredited for 12 months on passing the test, organisations can gain year-long ‘Company Accreditation’ if 80% of their collections workforce are accredited at any one time.
Supporting your Consumer Duty strategy
The CAI question bank is regularly reviewed and updated to ensure that the questions 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.
Key Information
Cost
£30 + VAT per license
Time to complete
The accreditation takes approximately 45 minutes to complete.
Activation Period
The accreditation is active for 12 months from the activation date.
Collections Accreditation Initiative testimonial
"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."
You will receive two attempts for £30. If you pass the test on your first attempt, then you will be removed from the test until your accreditation expires or until you have purchased additional attempts from us.
What happens if you don’t pass first time around?
If your agent has failed two times or achieved a Pass/Merit but you want to push for the higher grade of Merit/Distinction then an additional fee of £30 would be required.
How many questions are there in the test?
We regularly review and update the question bank, removing some outdated questions and introducing new ones to be more reflective of the external expectations from your regulators as well as the high standards your customers expect.
What do you need to score to pass?
In line with best practice for vocational and professional knowledge tests, we have a grading system with three tiers of pass grade as follows:
