Lead SD Management - SME for US Mortgage Servicing Voice Campaign

Gratitude Inc

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1 day ago

Lead SD Management - SME for US Mortgage Servicing Voice Campaign

2-4 Year(s)

Pampanga (San Fernando, San Luis)

Job Description

Key Skills

US Mortgage Mortgage Underwriting Mortgage Insurance Banking, Financial, Mortgage experience Banking Domain (Insurance and Mortgage) Knowledge of End to End Mortgage Process would be an added advantage

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Subject Matter Expert (SME) - US Mortgage Servicing

Job Summary:
We are seeking a highly skilled Subject Matter Expert (SME) to support our US Residential Mortgage Servicing Voice Campaign. The ideal candidate will serve as the go-to resource for process expertise, quality assurance, and team coaching. This role is critical in ensuring that our agents deliver top-tier service to US clients while maintaining compliance with mortgage regulations.

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Why Join Us?

Competitive Salary Package – Commensurate with experience and expertise.
Work Setup: Onsite at our state-of-the-art facility in Clark, Pampanga.
Schedule: Flexible working hours.
Relocation Support: Attractive package available for qualified candidates (Transportation, Accommodation, and Allowance).

Key Responsibilities:

Serve as the primary Subject Matter Expert for US Mortgage processes, troubleshooting complex issues.
Coach and mentor agents to improve performance metrics, quality scores, and client satisfaction.
Analyze trends using performance management tools and QA frameworks to drive continuous improvement.
Collaborate with stakeholders to ensure alignment with business goals and compliance standards.
Manage multiple priorities in a dynamic, high-volume environment.

Minimum Qualifications:

Education: At least 2 years of college education (2nd year level) completed.
Experience:
- Minimum of 1 year of experience as an SME.
- Must have: Background in US Mortgage Servicing (Voice Account).
- SME experience specifically within a US Mortgage Servicing voice account is highly prioritized.
Skills:
- Strong analytical and problem-solving capabilities.
- Excellent verbal and written communication skills.
- Proven leadership and coaching experience within a BPO setting.
- Familiarity with LMS platforms and QA frameworks

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Ready to make the move? Apply now and let's get you started on Myglit

Role

Account Manager

Timings

Flexible (Contract To Hire)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.