• Conduct outbound calls to eligible patients and working to facilitate efficient scheduling of initial in-home appointments • Ensure patients receive a detailed explanation of program services • Thoroughly and accurately document call notes and scheduling details in electronic system • Expedite emergency clinical calls as needed • Process new appointments or changes to existing appointments • Document accurate and concise patient/family feedback and special needs during each call in our systems, enabling our market-based clinicians to provide excellent care during each appointment • Must achieve and sustain expected metrics set by department leadership to include but not limited to: Quality Scores, Acceptance Rates, Number of Patients Engaged and Alignment with Harmony Care Core Values • Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members • Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes • Utilizes exceptional communication and social skills to clearly explain services and needs to patient/family • Complete ongoing training and coaching programs for further skills development by deadlines • Work collaboratively and efficiently with other corporate and market based team members to ensure patients receive exceptional service • Perform other duties as assigned

• Conduct outbound calls to eligible patients and working to facilitate efficient scheduling of initial in-home appointments • Ensure patients receive a detailed explanation of program services • Thoroughly and accurately document call notes and scheduling details in electronic system • Expedite emergency clinical calls as needed • Process new appointments or changes to existing appointments • Document accurate and concise patient/family feedback and special needs during each call in our systems, enabling our market-based clinicians to provide excellent care during each appointment • Must achieve and sustain expected metrics set by department leadership to include but not limited to: Quality Scores, Acceptance Rates, Number of Patients Engaged and Alignment with Harmony Care Core Values • Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members • Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes • Utilizes exceptional communication and social skills to clearly explain services and needs to patient/family • Complete ongoing training and coaching programs for further skills development by deadlines • Work collaboratively and efficiently with other corporate and market based team members to ensure patients receive exceptional service • Perform other duties as assigned

• Conduct outbound calls to eligible patients and working to facilitate efficient scheduling of initial in-home appointments • Ensure patients receive a detailed explanation of program services • Thoroughly and accurately document call notes and scheduling details in electronic system • Expedite emergency clinical calls as needed • Process new appointments or changes to existing appointments • Document accurate and concise patient/family feedback and special needs during each call in our systems, enabling our market-based clinicians to provide excellent care during each appointment • Must achieve and sustain expected metrics set by department leadership to include but not limited to: Quality Scores, Acceptance Rates, Number of Patients Engaged and Alignment with Harmony Care Core Values • Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members • Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes • Utilizes exceptional communication and social skills to clearly explain services and needs to patient/family • Complete ongoing training and coaching programs for further skills development by deadlines • Work collaboratively and efficiently with other corporate and market-based team members to ensure patients receive exceptional service • Perform other duties as assigned

Role Description Fuel your passion for service in a fast-paced mortgage environment built on teamwork and excellence. You’ll serve as our frontline expert, managing diverse communication streams to deliver the high-quality experience our customers deserve. - Service-First Mindset: Cultivate positive relationships by providing clear, helpful, and professional support for every customer inquiry. - Security Protocol: Protect client confidentiality by diligently following identity verification steps and privacy guidelines. - Technical Accuracy: Learn and apply mortgage product knowledge to process account updates and transactions within team timelines. - Detailed Documentation: Maintain high standards of data integrity by recording comprehensive, professional notes within each customer file. - Digital Guidance: Introduce customers to the benefits of our online portal, assisting with registration and basic troubleshooting. - Unified Support: Contribute to team-wide success through reliable schedule adherence and seamless hand-offs to specialized departments. Qualifications - One (1) year of experience working in residential mortgage administration, financial services, or call centres. - Bilingual (French/English) speaking. - Unwavering professionalism and emotional intelligence, particularly when navigating high-pressure situations or escalated customer interactions. - Exceptional organizational skills and attention to detail, with the ability to manage multiple tasks and meet tight deadlines. - A "see it through" mindset that ensures no customer issue is left hanging or forgotten. - Demonstrated proficiency in Microsoft Excel. Benefits - Contribute directly to shaping the experience that modernizes the Canadian mortgage industry. - Take advantage of nesto's employee mortgage program that provides our employees with the best, exclusive, preferred low rates. - Benefit from a generous time-off policy including 4 weeks vacation per year. - Enjoy a premium benefits plan fully paid by nesto, including a top-class insurance plan and unlimited access to telemedicine and mental health service. - Access to an annual health and wellness budget. - We own beautiful offices in across Canada for those who wish to collaborate in-person. Diversity & Inclusion At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all.