Subject Matter Expert (SME) – US Residential Mortgage Servicing (Voice)

Subject Matter Expert (SME) – US Residential Mortgage Servicing (Voice)

Work Location: Clark, Pampanga (Onsite)
Schedule: Flexible Schedule
Salary: Up to ₱38,050/month

• Basic Salary: ₱25,000–₱35,000

• Allowance: ₱3,050/month

Start Date: ASAP

Relocation Assistance (for qualified candidates)

Candidates relocating to Clark may be eligible for:

• One-time relocation assistance (approximately ₱10,000+, subject to eligibility)

• One-way transportation support (airfare or land travel)

• Up to 30 days of temporary accommodation

About the Role

We are hiring experienced Subject Matter Experts (SMEs) to support a US Residential Mortgage Servicing Voice Campaign. This role is ideal for professionals with strong mortgage servicing expertise who are passionate about coaching, driving performance, and supporting operational excellence.

Please apply only if you have experience supporting a US Residential Mortgage Servicing account. Applications without this experience will not be considered.

Key Responsibilities

• Serve as the primary subject matter expert for the US Residential Mortgage Servicing program.

• Provide floor support, coaching, and real-time guidance to customer service representatives.

• Analyze performance trends and recommend solutions to improve operational results.

• Partner with Operations, Quality, and Training teams to drive performance improvements.

• Conduct knowledge refreshers and process updates to ensure policy compliance.

• Support new hires and tenured agents through coaching and knowledge-sharing initiatives.

• Assist leadership with escalations, reporting, and continuous process improvement.

Minimum Qualifications

Completed at least 2 years of college.

Minimum of 1 year of experience as a Subject Matter Expert (SME).

Required: Experience supporting a US Residential Mortgage Servicing (Voice) campaign.

Strong understanding of US Residential Mortgage Servicing processes.

Excellent communication, coaching, and stakeholder management skills.

Strong analytical and problem-solving abilities.

Experience using performance management tools, QA frameworks, and Learning Management Systems (LMS).

Ability to thrive in a fast-paced BPO environment.

Alternative Profiles That May Be Considered

We also welcome applications from candidates who meet either of the following:

• SMEs from other BPO programs who have previous US Residential Mortgage Servicing Voice experience.

• Highly tenured US Mortgage Servicing Voice Agents who have handled SME-related responsibilities such as:

  • Acting SME

  • Temporary SME

  • Point of Contact (POC)

  • Floor Support

  • Virtual Team Lead

Non-Negotiable Requirement

US Residential Mortgage Servicing experience is mandatory.

Applications from candidates without US Mortgage Servicing experience will not be processed.

Recruitment Process

• CV Screening

• Smart Recruiters Endorsement

• HR Interview

• Hiring Manager Interview

• Program Head Interview (Webex)

When Applying, Please Include:

• Total years of experience in US Residential Mortgage Servicing (Voice)

• Total years of SME experience

• Educational attainment

• Expected Salary

• Notice Period / Earliest Start Date

• Current Location

• If outside Clark, are you willing to relocate?

• Are you willing to work onsite in Clark, Pampanga on a flexible schedule?