Renewals and Customer Care Specialist

Renewals and Customer Care Specialist
Toronto, ON | Full-Time | Monday to Friday, 9:00 a.m. – 5:00 p.m.
$40,000–$50,000 + Bonus Opportunity

About Juno
Juno Mortgages is a Toronto-based mortgage brokerage focused on refinances, debt consolidation, and home equity lending. We are looking for a Renewals and Customer Care Specialist to join our team and help us stay connected with our existing clients throughout their mortgage renewal journey.

About the Role
In this role, you will manage Juno's renewal pipeline and ensure clients are contacted well before their mortgage reaches maturity. You'll communicate with existing clients, answer questions, collect required information and documentation, and help identify opportunities that may be a good fit for a renewal or refinance. This is a customer care and relationship-focused role. You will not be responsible for closing mortgages. Instead, you'll ensure qualified opportunities are properly scheduled and handed off to the appropriate mortgage broker or agent.

Key Responsibilities

• Manage daily renewal activities in HubSpot CRM, beginning approximately 18 months before a client's mortgage maturity date and continuing through to the maturity date.
• Contact existing clients by phone and email regarding upcoming mortgage renewals.
• Provide responsive and professional customer service to existing clients.
• Book appointments and connect renewal and refinance opportunities with the appropriate mortgage broker or agent.
• Request, collect, organize, and track client documentation.
• Maintain accurate client records, including maturity dates, notes, follow-ups, and call outcomes.
• Respond to client inquiries and escalate complaints or urgent matters as required.
• Provide general administrative support to the team.

What We're Looking For

• Previous customer service in a client-facing role or financial services experience is required.
• FSRA Level 1 or Level 2 Mortgage Agent license considered a major asset.
• Mortgage or banking experience considered a major asset.
• CRM experience required; HubSpot experience is an asset.
• Strong customer service and communication skills.
• Professional and confident telephone manner.
• Excellent organization and attention to detail.
• Comfortable managing a high volume of calls and emails.
• Strong follow-through and time management skills.
• Ability to work independently and as part of a team.

If you're a customer-focused mortgage professional who enjoys connecting with clients, staying organized, and keeping things moving, we'd love to hear from you. Apply today to join Juno as our Renewals and Customer Care Specialist!