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

Gratitude Inc

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4 hours ago

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

1-5 Year(s)

Pampanga

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Job Description

Key Skills

US Mortgage Stakeholder Management Subject Matter Expert voice process skills team leadership

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

Location: Clark, Pampanga (Onsite)

Experience: Minimum 1 year as an SME with US Mortgage Servicing experience

Salary: Up to PHP 38,050 per month

Work Schedule: Flexible Shift

Job Summary

We are looking for an experienced Subject Matter Expert (SME) to support a US Residential Mortgage Servicing Voice Campaign. The ideal candidate will have hands-on experience in US Mortgage Servicing, strong leadership capabilities, and the ability to coach agents, analyze performance, and drive operational excellence in a fast-paced BPO environment.

Key Responsibilities

Provide floor support, guidance, and coaching to agents handling US Mortgage Servicing voice processes.
Act as the primary point of contact for process-related queries and escalations.
Monitor team performance and identify opportunities for process improvement.
Analyze operational data and trends to improve productivity and service quality.
Collaborate with Team Leaders, Quality, Training, and Operations to achieve business goals.
Conduct knowledge-sharing sessions and support new hire training.
Ensure compliance with client policies, quality standards, and operational procedures.
Support stakeholder communication and contribute to continuous improvement initiatives.

Required Skills

Experience as an SME in a US Mortgage Servicing Voice Campaign.
Strong knowledge of US Residential Mortgage Servicing processes.
Excellent leadership, coaching, and mentoring skills.
Strong analytical, problem-solving, and decision-making abilities.
Excellent verbal and written communication skills.
Experience with performance management tools, QA frameworks, and LMS platforms.
Ability to work in a fast-paced, target-driven environment.

Eligibility

Minimum two years of college education (2nd-year level completed).
At least 1 year of SME experience.
US Mortgage Servicing experience is mandatory.
Candidates with SME experience in other campaigns but prior US Mortgage Servicing experience may also be considered.
Highly tenured US Mortgage agents with SME-like responsibilities (POC, Temporary SME, Virtual Lead) are also eligible.
Must be willing to work onsite in Clark, Pampanga on a flexible schedule.
Immediate joiners are preferred.

Benefits

Salary up to PHP 38,050 per month.
Potential relocation assistance (subject to eligibility), including relocation allowance, transportation support, and temporary accommodation.

Role

Team Leader

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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