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

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.