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

Gratitude Inc

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2 days ago

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

1-2 Year(s)

₱ 25 - ₱ 38K p.m

Pampanga

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Job Description

Key Skills

Analytical Leadership Excellent communication skills - written and verbal

106 candidate(s) have already applied for this Job. Apply now

Job Title: Subject Matter Expert (SME) – US Mortgage Servicing (Voice)

Location: Clark, Pampanga (Onsite)
Work Schedule: Flexible Schedule
Start Date: ASAP

Job Description

We are hiring a Subject Matter Expert (SME) for a US Residential Mortgage Servicing Voice Campaign. The ideal candidate will have strong experience in US Mortgage Servicing, proven leadership skills, and the ability to coach, mentor, and support operations while ensuring high-quality service delivery.

Key Responsibilities

Provide subject matter expertise and operational support to the team.
Coach and mentor agents to improve performance and productivity.
Analyze performance trends and recommend process improvements.
Support quality, compliance, and operational excellence initiatives.
Collaborate with stakeholders to achieve business goals.
Assist with knowledge management and training activities.
Handle escalations and provide guidance on complex mortgage servicing scenarios.

Qualifications

Completed at least 2 years of college.
Minimum 1 year of SME experience.
Mandatory experience in a US Residential Mortgage Servicing Voice Campaign.
Strong analytical, coaching, leadership, and communication skills.
Experience with performance management tools, QA frameworks, and LMS platforms.
Willing to work onsite in Clark, Pampanga, with a flexible schedule.

Alternative Profiles

SME experience in another campaign with previous US Mortgage Servicing experience.
Highly experienced US Mortgage agents who have handled SME-related responsibilities such as temporary SME, POC, or virtual leadership.

Recruitment Process

CV Screening
Endorsement via Smart Recruiters
Up to 3 Interview Rounds (HR Interview, Hiring Manager Interview, Program Head Interview via Webex)

Questionnaire Link

Apply here: https://myglit.com/lateral/cref/5c9fb919aa

Important Note: Filling out the above questionnaire is mandatory. Applications will only be processed after the form has been completed.

Note: Only candidates with US Mortgage Servicing experience will be considered. Candidates without relevant US Mortgage experience will not be endorsed. A relocation package may be available for eligible candidates.

Role

Team Leader

Timings

Day Shift (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.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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