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Supporting the Credit Service Association (CSA)

Posted by: Lowell|February 04 2021

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We are passionate about supporting and helping to develop the CSA. For this reason, Lowell have nominated Kathryn Morgan, Customer Operation Director as a candidate to stand for the board.

Kathryn's nomination and supporting statement

I am honoured to be able to stand for a CSA board director position. I am passionate about what the CSA is trying to achieve and fully support its vision to build confidence in the debt collection and purchase industry and to make the debt collection process simple, clear and less stressful.

Through my role as Customer Operations Director, and as a member of the UK Executive team at Lowell, I recognise that CSA members, along with the wider credit management sector, now, more than ever, have a collective responsibility to make sure those struggling financially seek help and can recover properly. Especially as we start to see the impacts of the Covid-19 pandemic, including the imminent end of furlough and rising levels of unaffordable debt.

I believe the most important step for the CSA right now is to focus on reducing the legacy perceptions of debt and its stigma. As an industry body, we have a better chance of being able to change the national attitude against debt that leaves people afraid to reach out and seek help, if we work together.

Creating consistency in standards to make sure everyone in debt receives flexibility and care, so they feel they can reach out if they are struggling, is something I am keen to champion throughout the industry. The work we are doing to improve the customer experience at Lowell really supports this thinking and I will be able to bring new ideas and a best practice approach focused on financial rehabilitation.

From my day-to-day work, me and my team hear from our customers about their situations and the challenges they face. This shows me how crucial it is that as an industry we provide support to get people back on their feet and become financially healthy and stable. I will be able to champion the voice of the customer and bring that voice to the table when creating future solutions, recognising that we have a joint responsibility to go beyond just collecting debt without regard for circumstance, moving towards helping to resolve debt issues flexibly. As an experienced risk and operations professional, working in a regulated environment, previously for large Banking Groups, I’ve a strong understanding of our client’s needs as well.

I will bring over 15 years’ experience of operating at a senior level in Financial Services Organisations specialising in strategy; operations; all aspects of risk management (most notably Credit and Conduct), and transformational change.

Thank you for taking the time to read my statement and if I’m successful, I look forward to working with you to continue to build confidence in our industry.