New faces: our customer support team grows

One of the priorities we set out at the start of the year was to invest more in the people who answer your questions and help when things are difficult. We are pleased to say we have made a start. Over the past few weeks we have welcomed several new colleagues to our customer support team, and we wanted to introduce them and explain what their arrival means for you.

This matters because support is not an afterthought for us. When you contact a lender, you usually have a reason that feels urgent: a question before you apply, a change to your bank details, or a worry about a repayment. Getting you to a knowledgeable person quickly is one of the clearest ways we can be useful.

Who has joined

Our new colleagues bring a mix of experience from business banking, collections done well, and customer service outside finance entirely, which we think keeps our perspective fresh.

• A Senior Customer Support Specialist with several years supporting small-business banking customers, especially good at explaining costs and paperwork in plain terms.
• A Customer Support Adviser with a background in account servicing, focused on day-to-day queries about payments, statements and portal access.
• A Customer Care Adviser within our support function, concentrating on situations where a company is finding repayments difficult — with real experience handling these conversations with patience and care.
• A Support Team Lead, helping the team stay consistent, accurate and quick.

We have also brought in two further advisers who are completing their training and will be on the phones shortly. We will introduce the team by name once each colleague’s individual public profile is signed off.

What it means for response times

The practical effect of a bigger team is simple: shorter waits and more time for each conversation. We are aiming to pick up calls and messages faster across the working day, and to spend longer with customers who need more help rather than rushing them.

It also means more cover for the situations that matter most. If your company is struggling to pay, we want you to reach someone who can actually help, not a queue. You can see how that support works in our guide to our hardship and forbearance process, and the quickest way to start a conversation about a difficult payment is through our online forms, which route your message straight to the right team.

How our team is trained

Everyone joining us goes through training not just on our systems, but on how we expect customers to be treated: honestly, respectfully and without pressure. That includes recognising when someone needs extra support, and knowing how to point people towards free, independent advice when that is the right thing to do.

It also includes security. Our team is trained to verify who they are speaking to, and never to ask you for information a genuine member of staff would not need. If you ever want to check that a call or message really is from us, our guidance on spotting scams that impersonate Credicorp is on our support site, and you can always call us back on the number published on our contact page.

The same standards as before

Growing the team does not change how we work. We lend to your company for business purposes, we take no personal guarantee from its director, and our support people are here to help you understand and manage the loan, not to sell you something you do not need. If you have a question, you can always start with our FAQs or our wider support pages.

Please join us in welcoming our new colleagues. They are here to help, and they are looking forward to it.