customer service representative - call centre

Position: Customer Care Representative Location: Yonge & St. Clair, Toronto, ON (In-office) Job Type: Full-time, Permanent *Salary: *$50,000-$60,000 *Vacancy Status: *Existing vacancy The Company Hosper Mortgage is a Toronto-based financial services firm and a multi-award-winning alternative lender, recognized as a Top Alternative Lender in Canada for four consecutive years. We specialize in alternative and private mortgage lending and private market investments, delivering flexible financing solutions with speed, discipline, and exceptional service. Our collaborative team works closely with a partner real estate law firm, allowing for efficient execution and strong deal outcomes. Our office is located at Yonge & St. Clair, steps from public transit and surrounded by dining, fitness, and lifestyle amenities. Mission Statement The Hosper Purpose: To be the best alternative to a traditional bank. * For Investors: we offer predictable, passive, and above-market returns. * For Borrowers: we provide unique financial solutions, as fast as they need it. * For Brokers: we operate with respect, diligence, and helpfulness. The Position We are looking for a full-time Customer Care Representative to start in August 2026, working in-office from our Toronto office. Hone your customer service and administrative skills as you work with our team to support the growth of our business. Work priorities and volume will vary day-to-day but will mostly consist of regular responsibilities. A detail-oriented candidate who can work in a fast-paced environment is a must, but also someone with an aptitude for a high level of organization would do very well in this role. Duties to include mortgage renewals, property tax payments, and other mortgage related customer service duties. Compensation growth in this role will be based on performance. What Success Looks Like · Built and maintained trust with borrowers and brokers through clear, responsive communication · Accurate, well-reasoned decisions on mortgage renewals, extensions, and file escalations · Fast turnaround times across renewals, payment reconciliations, and outstanding collections · Smooth coordination throughout the renewal and post-closing process · Exceptional attention to detail, file documentation, and compliance · Consistently hit and surpassed performance KPIs Responsibilities · Assist with mortgage renewals and property tax payments · Reach out to clients by phone and email to collect outstanding payments and renewal items. · Regularly communicate with Hosper?s investment team and underwriting team. · Liaise with high-net-worth clients who have invested in our direct mortgage investments · Keep record and follow up with administrative items such as loan status, task lists, borrowers in default, and more. · Manage a steady pipeline of files while meeting target timelines · Identify issues early and propose practical solutions Ideal Candidate · Minimum 2 years? experience in customer service in financial services · Comfortable receiving and making calls relating to difficult situations is a must · High level of customer service, the ability to work under pressure, organization, and attention to detail · Proficiency in Microsoft Word and Excel · A positive attitude with the ability to stay professional during client interactions will help you find long-term success as our network grows · A degree, diploma, or certificate in business administration, finance, or a related field would be beneficial · Experience with Mortgage Automator is an asset · Interest in technology, automation, and process improvement Why Should You Apply? * Competitive salary for a Customer Care Representative position including bonus pay. * Excellent dental and extended health care benefits, paid breaks, paid vacation, and more! * Numerous staff perks such as a fitness membership fee reimbursement to a maximum amount, quarterly team events, office coffee & snacks ba