Subject Matter Expert (SME) – US Mortgage Servicing (Voice)
Gratitude IncSubject Matter Expert (SME) – US Mortgage Servicing (Voice)
Job Description
Key Skills
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Role Overview:
We are hiring a Subject Matter Expert (SME) for a US Residential Mortgage Servicing Voice Campaign . The successful candidate will provide floor support, coach and mentor agents, analyze performance trends, collaborate with stakeholders, and drive quality and productivity improvements .
Key Responsibilities:
Provide subject matter expertise and floor support for a US Mortgage Servicing Voice campaign .
Coach and mentor agents to improve performance, quality, and productivity .
Analyze operational metrics and identify improvement opportunities .
Support process, policy, and product-related queries .
Collaborate with Operations, QA, Training, and Leadership teams .
Track KPIs and prepare performance reports .
Ensure compliance with client processes and quality standards .
Assist in stakeholder communication and issue resolution .
Qualifications:
At least two years of completion in College / 2nd year level – required .
At least 1 year of SME experience – required .
Experience supporting a US Mortgage Servicing Campaign (Voice) is a critical requirement (Prioritized if SME experience is within a US Mortgage Servicing voice account ).
Strong analytical and problem-solving skills with the ability to interpret data and identify trends .
Excellent communication skills (verbal and written) with the ability to influence stakeholders .
Proven leadership and coaching experience in a BPO or shared services environment .
Strong stakeholder management and collaboration skills .
Familiarity with performance management tools, QA frameworks, and LMS platforms .
Former Teleperformance employees are not eligible for rehire – whether directly or through third-party agencies.
Alternative Profiles That May Be Considered:
Candidates with SME experience in another campaign but with previous US Mortgage Servicing agent experience .
Highly tenured US Mortgage agents who have performed SME-like responsibilities (e.g., temporary SME, POC, or virtual leadership functions) .
Non-Negotiable Qualifications:
Candidates must have US Mortgage experience
Role
Mortgages
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
Banking / Financial Services
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.
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