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

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.