If you are considering a Customer Experience (CX) role at Credicorp, this article is the honest description of what the work is, what we look for in the people who do it well, and what we offer in return.
What the work actually is
Most days, CX at Credicorp is a mix of: answering inbound questions (email, phone, in-portal chat) from small-business directors about applications, repayments, statements and document requests; handling complaints calmly and well (a hard skill, learnable); supporting the forbearance team when a customer is in difficulty; and improving the help content + product copy based on what comes up repeatedly.
Around 70% of the work is reactive (responding to what comes in). 20% is proactive (checking in on customers we know are approaching a hard moment). 10% is operational (improving the playbooks, the help content, the templates).
What we look for
- Patience with detail. A small-business director who’s worried about a Direct Debit needs the full answer, not a partial answer faster.
- Calm under pressure. Complaints conversations are sometimes emotionally heavy. The right response is calm, factual, and oriented to a solution.
- Writing as a core skill. Most customer contact at Credicorp is written. Clear writing is the difference between a good and a great CX person.
- Comfort with regulated copy. We are not FCA-regulated but we hold to the same standards. Comfortable not over-promising, comfortable explaining what we can’t do, is essential.
- An interest in small business. The customers are running real businesses with real problems. Understanding what running a small business actually feels like helps.
What we don’t ask for
Prior fintech experience. Prior CX experience helps but isn’t required. A specific degree. A specific accent or background — the team is genuinely mixed.
What we offer
- Remote-first. Standard 37.5 hour week, core hours 10:00-15:00 UK time, otherwise your schedule.
- Salary band for CX roles is published on the job posting itself — no “competitive” placeholder. Bands reflect what the role pays, not a starting point for negotiation.
- Real training. A 4-week structured onboarding into the regulatory framework, the products, the systems, and the playbook for the recurring scenarios. Pairing with an experienced colleague for the first 8 weeks of live customer contact.
- Career progression. CX is a real career path at Credicorp — into senior CX, into team lead, into complaints, into product. We hire from inside whenever we can.
- Autonomy over hours and location. Within the core-hours requirement, the rest is yours.
Things to think hard about
CX work in finance is sometimes emotionally heavy — a small-business owner in trouble is not an easy conversation. We will support you with the training, the playbooks, the colleague pairing, and an open door to talk about hard cases. But the work itself, on hard days, is hard. If you’ve done similar work elsewhere, you know the shape. If you haven’t, the structured interview will explore whether the shape fits you.
Open positions and the salary bands are on the careers page. The full hiring process is described in how we hire.
