Lead SD Management - SME for US Mortgage Servicing Voice Campaign

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 


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