(ACTIVE-URGENT) Lead SD Management - SME for US Mortgage Servicing Voice Campaign

We're looking for an experienced Subject Matter Expert (SME) to join our growing US Residential Mortgage Servicing Voice team. If you have a strong background in US Mortgage Servicing and enjoy coaching, mentoring, and driving team performance, this is your opportunity to grow your career with a competitive salary and relocation support.

What You'll Do

• Provide subject matter expertise and day-to-day operational support.
• Coach, mentor, and guide agents to improve performance and productivity.
• Analyze performance trends and recommend process improvements.
• Partner with Team Leaders, Quality, and Operations to achieve business goals.
• Support training, knowledge sharing, and continuous improvement initiatives.
• Serve as the go-to resource for mortgage servicing processes and customer inquiries.

What We're Looking For

Completed at least 2 years of college (2nd-year level or higher)

At least 1 year of SME experience

Required: Experience supporting a US Residential Mortgage Servicing Voice Campaign

Strong leadership, coaching, and stakeholder management skills

Excellent verbal and written communication skills

Strong analytical and problem-solving abilities

Ability to thrive in a fast-paced BPO or shared services environment

Familiarity with QA frameworks, Learning Management Systems (LMS), and performance management tools

Alternative Profiles We Will Consider

We also welcome applications from:

• SMEs from other campaigns who previously worked as US Mortgage Servicing Agents
• Highly experienced US Mortgage Servicing Agents who have handled SME responsibilities such as:
  • Temporary SME
  • Point of Contact (POC)
  • Floor Support
  • Virtual Leadership
  • Team Coaching

Relocation Assistance (For Qualified Candidates)

Relocating to Clark? Eligible candidates may receive:

• One-time relocation assistance ( subject to approval)
• One-way transportation support (airfare or land travel)
• Up to 30 days of temporary accommodation

Important Requirement

US Residential Mortgage Servicing experience is mandatory.

Applications without US Mortgage Servicing experience will not be considered.

If you're ready to leverage your mortgage servicing expertise and make a meaningful impact as an SME, apply today and take the next step in your career!