Hiring: Subject Matter Expert (SME) | US Mortgage Servicing | Residential Mortgage | Voice Account | Clark, Pampanga

Gratitude Inc

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1 day ago

Hiring: Subject Matter Expert (SME) | US Mortgage Servicing | Residential Mortgage | Voice Account | Clark, Pampanga

1-5 Year(s)

Pampanga

Job Description

Key Skills

US Mortgage SME Sales mortgage experience

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We are looking for an experienced Subject Matter Expert (SME) to support a US Residential Mortgage Servicing Voice Campaign. This is an excellent opportunity for professionals with a strong background in US Mortgage Servicing, Mortgage Operations, Customer Service, Team Coaching, and BPO Operations who are ready to take on a leadership role.

Key Responsibilities

Serve as the team's Subject Matter Expert for US Residential Mortgage Servicing
Provide floor support, coaching, and guidance to agents on process, product knowledge, and customer handling
Assist in resolving complex customer concerns and operational issues
Monitor performance trends and recommend process improvements
Collaborate with Operations, Training, Quality, and Leadership teams to drive performance
Support knowledge sharing, process updates, and continuous improvement initiatives
Help ensure compliance with client standards, quality guidelines, and operational KPIs

Qualifications

At least 2nd-year college level
Minimum of 1 year of experience as a Subject Matter Expert (SME)
Experience supporting a US Mortgage Servicing Voice Campaign is required
Strong background in US Residential Mortgage Servicing (non-negotiable)
Experience in customer service, mortgage operations, or mortgage servicing within a BPO environment
Strong leadership, coaching, stakeholder management, and communication skills
Excellent analytical, problem-solving, and decision-making abilities
Familiarity with QA frameworks, performance management tools, and Learning Management Systems (LMS) is an advantage

We also welcome:

SMEs from other campaigns with previous US Mortgage Servicing experience
Highly tenured US Mortgage Servicing Agents who have handled SME responsibilities, floor support, mentoring, POC, or virtual leadership functions
Please note: Candidates without US Mortgage Servicing experience will not be considered.
Relocation Support (for qualified candidates)
One-time relocation allowance (subject to approval)
One-way transportation assistance
Up to 30 days of temporary accommodation

If you have experience in US Mortgage Servicing, Mortgage Operations, Residential Mortgage, Mortgage Customer Service, Mortgage Processing, Mortgage Collections, Escrow, Loan Servicing, or Mortgage Support, we'd love to hear from you.

Apply now or send me your updated CV for immediate review.

Role

Account Manager

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.