SME – US Mortgage Servicing (Voice) | Team Lead | Clark, Pampanga
Gratitude IncSME – US Mortgage Servicing (Voice) | Team Lead | Clark, Pampanga
Job Description
Key Skills
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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
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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