Customer Service Representative

About the Company

Propel is a fintech business focused on opening up access to credit for people who are often overlooked by traditional financial institutions. Its AI-based platform looks at customers more broadly than a standard credit score, and has already supported more than one million loans and lines of credit, representing over one billion dollars in credit accessed.

The company emphasizes entrepreneurship, measurable results, and internal growth. It describes itself as a fast-growing North American employer that values curiosity, development, and teamwork, and positions itself as a place where employees can build long-term careers.

Role Summary

This position reports to the Manager, Operations and involves supporting customers through online loan applications and the fund transfer process. The role suits someone who enjoys a busy, high-growth environment, can juggle several responsibilities at once, and wants more than just a short-term job.

What You Will Do

• Take both incoming and outgoing calls across several portfolios.
• Work across different web-based systems to investigate cases and confirm information.
• Respond to customer and prospect questions clearly, accurately, and quickly.
• Explain the next steps or best course of action to clients in a courteous, professional way.
• Act as a knowledgeable representative of Propel’s services and help strengthen customer trust.
• Collaborate with teammates to meet individual and team performance goals.

What the Employer Is Looking For

• A high school diploma or an equivalent qualification.
• At least 1 year of experience in customer service or a call center setting.
• Strong spoken and written English communication skills; Spanish is considered an advantage.
• Excellent customer handling ability, including comfort with difficult or escalated calls.
• Working familiarity with Microsoft Office and general internet use.
• The ability to organize priorities, manage heavy call volumes, and stay professional and approachable.
• A track record of performing well in fast-paced, target-driven environments.

Benefits

• Opportunities for advancement with a strong promote-from-within culture.
• A highly regarded company culture.
• Competitive pay and health coverage.
• A comprehensive vacation package.
• Group health and dental coverage.
• Group RRSP participation.
• Support for employees who are new parents.
• An inclusive workplace with a focus on diversity.

Compensation

The hourly pay range for this position is $18.00 to $18.50. Final compensation will depend on market conditions, location, and the candidate’s experience, skills, and education. The role may also qualify for performance-based incentives, including bonuses and commissions.

Additional Information

This posting relates to an existing opening within the organization.

Culture and Inclusion

Propel says it hires people who are curious, growth-oriented, and motivated by results. The company also invites applications from Indigenous peoples, women, visible minorities, people with disabilities, gender-diverse and sexually diverse communities, and candidates with intersectional identities. If accommodation is needed during any stage of the hiring process, applicants are encouraged to share their needs when applying.

AI in Recruitment

The company uses AI to help review applications and assess candidates. These tools support the recruitment team, but final hiring decisions are made by trained hiring managers and recruitment professionals.