Role Description We are currently seeking a Concierge Team Agent to join our Concierge team! If you are customer service driven, excited to make a difference in the lives of others by helping them seek access to quality mental health care, and are results oriented then this position may be for you! We are a growing organization that is a remote working environment, and offers a positive work culture and fun company events. Responsibilities: - Be the first point of contact for new or existing clients with kindness, timely/accurate responses to the queries. - Monitor and respond to incoming communication channels in a timely manner (ie: phone, email, text and chatbox) client inquiries and making every effort to convert them to a client in a kind, compassionate manner. - Understand our scope of care and guide clients appropriately; direct clients to external resources if they are not a fit for Lavender. - Handle appointment booking, including sending forms, verifying insurance, managing client documentation, sending lab requisitions, and ensuring clients have follow-up appointments booked. - Support all clients' needs and escalate issues when appropriate. Support for Nurse Practitioners: - Be proactive and responsive to communication with nurse practitioners in support of scheduling, clients' needs and communication. - Maintain awareness of NPs on shift and direct inquiries as appropriate. - Provide immediate response to symptom management issues. - Apply critical thinking in managing client concerns that are seeking support and escalate when appropriate. Ticket Management: - Monitor existing client tickets to progress them to closure in a timely manner with a positive outcome. - Ensure continuous review of 21/45 day follow up bucket. - Review new and unassigned buckets on a continuous basis. - Complete unscheduled follow up and missing information tickets regularly and close off in a timely manner, making every attempt to maintain the client under our care. - Escalate unresolved credit card or insurance issues according to policy. - Manage ticket documentation to support data collecting. Qualifications - 3+ years of experience in a call centre or sales-related environment. - Sales-driven with proven ability to convert leads. - High emotional intelligence, excelling in empathetic client communication. - Stellar communication skills, phone and email etiquette. - Highly efficient and goal oriented with a client-centric work ethic. - Able to handle difficult clients with patience, kindness and compassion. - Adaptable to changing processes. - Tech savvy with computers, phones, online software systems and apps. - Must have own computer and a quiet, professional space to work from home. How to Apply To apply for this position please submit your resume and application at www.joinlavenders/careers.com . We thank all applicants that apply!

- Lead and manage the presales process, including requirements gathering, solution design, product demonstrations, and proposal development.  - Act as a trusted advisor to prospective clients in banking, fintech, and related industries, guiding them through complex digital transformation journeys.  - Collaborate with sales leadership to build effective presales strategies that align with company growth objectives and market opportunities.  - Translate customer business challenges into tailored solutions, leveraging Natech’s modular, cloud-native platform, emphasizing speed to market, cost-efficiency, and scalability.  - Deliver compelling presentations and demonstrations of Natech’s platform capabilities, including core banking, digital engagement, lending, compliance, and open banking functionalities.  - Support the Sales reps in RFP/RFI responses and Bidding processes; Leading all activities regarding solution design, functional and technical responses, ensuring alignment with customer needs and promoting Natech’s value propositions.  - Collaborate with product and engineering teams to provide customer feedback and market insights, influencing platform enhancements.  - Mentor and develop presales team members, fostering a high-performance culture.  - Stay abreast of the latest banking technology trends, fintech innovations, and regulatory developments to maintain Natech’s competitive advantage.

• Review pending orders and specific customers’ requests to ensure excellent customer service and customer experience • Provide troubleshooting assistance for customer orders, account statuses and relevant problems • Act as support bridge between local customers and global support teams, Setup outbound meetings with clients to review questions and issues and coordinate product and system demos with customers • Manage sales process operations and coordinate legal/functional documentation for sales process. • Monitor performance indicators, manage sales tracking tools and report on important information • Stay up to date with new product and feature launches and suggest sales process improvements

• Structure an actionable view of the sales funnel with conversion, productivity metrics and identification of key bottlenecks; • Produce analyses and diagnostics that connect data to clear action plans to increase conversion and efficiency; • Support the management cadence with dashboards, reports and executive presentations that inform decision-making and forecasting; • Evolve data governance, ensuring consistency, reliability and appropriate use of metrics; • Support forecast construction and early identification of target risk through analyses and scenario simulations; • Implement and enhance AI solutions (e.g., AI agents, automations, assisted diagnostics) to drive efficiency gains and operational scale; • Partner with Commercial, Product and Marketing teams to translate insights into execution.