SME – US Mortgage Servicing (Voice) | Team Lead | Clark, Pampanga

Gratitude Inc

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2 days ago

SME – US Mortgage Servicing (Voice) | Team Lead | Clark, Pampanga

2-6 Year(s)

Pampanga

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Job Description

Key Skills

US Mortgage In depth understanding Mortgage servicing across research services, account updates, payments & Payoffs, default management

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Job Title : SME – US Mortgage Servicing (Voice) | Team Lead | Clark, Pampanga

Job Description :

We are hiring a Subject Matter Expert (SME) for a US Mortgage Servicing Voice Campaign. This role is ideal for professionals with strong experience in US Residential Mortgage Servicing who have led teams, coached agents, and supported operational excellence in a BPO environment.

The successful candidate will provide floor support, mentor team members, analyze performance trends, collaborate with stakeholders, and drive quality and productivity improvements.

Location: Clark, Pampanga
Work Setup: Onsite
Shift: Flexible Schedule
Experience: 1+ Year SME Experience + US Mortgage Servicing Experience

Key Responsibilities

Provide SME support for a US Mortgage Servicing Voice campaign.
Coach and mentor agents to improve performance and quality.
Analyze operational metrics and identify improvement opportunities.
Support process, policy, and product-related queries.
Collaborate with Operations, QA, Training, and Leadership teams.
Track KPIs and prepare performance reports.
Ensure compliance with client processes and quality standards.
Assist in stakeholder communication and issue resolution.
Support continuous improvement initiatives and knowledge sharing.

Required Qualifications

Completed at least 2 years of College.
Minimum 1 year of SME experience.
Mandatory experience in US Residential Mortgage Servicing (Voice).
Strong leadership, coaching, and stakeholder management skills.
Excellent verbal and written communication skills.
Experience in a BPO or Shared Services environment.
Knowledge of QA frameworks, LMS platforms, and performance management tools is preferred.

Required Skills

US Mortgage Servicing
Subject Matter Expert (SME)
Team Leadership
Stakeholder Management
Performance Coaching

Important Notes

US Mortgage Servicing experience is mandatory.
Candidates without US Mortgage experience will not be considered.
Work Setup: Onsite – Clark, Pampanga
Flexible work schedule.
Relocation assistance may be available for qualified candidates.
Immediate joiners are preferred.

Role

Team Leader

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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