Subject Matter Expert (SME) – US Residential Mortgage Servicing (Voice)
Gratitude IncSubject Matter Expert (SME) – US Residential Mortgage Servicing (Voice)
Job Description
Key Skills
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Subject Matter Expert (SME) – US Residential Mortgage Servicing (Voice)
Work Location: Clark, Pampanga (Onsite)
Schedule: Flexible Schedule
Salary: Up to ₱38,050/month
Basic Salary: ₱25,000–₱35,000
Allowance: ₱3,050/month
Start Date: ASAP
Relocation Assistance (for qualified candidates)
Candidates relocating to Clark may be eligible for:
One-time relocation assistance (approximately ₱10,000+, subject to eligibility)
One-way transportation support (airfare or land travel)
Up to 30 days of temporary accommodation
About the Role
We are hiring experienced Subject Matter Experts (SMEs) to support a US Residential Mortgage Servicing Voice Campaign. This role is ideal for professionals with strong mortgage servicing expertise who are passionate about coaching, driving performance, and supporting operational excellence.
Please apply only if you have experience supporting a US Residential Mortgage Servicing account. Applications without this experience will not be considered.
Key Responsibilities
Serve as the primary subject matter expert for the US Residential Mortgage Servicing program.
Provide floor support, coaching, and real-time guidance to customer service representatives.
Analyze performance trends and recommend solutions to improve operational results.
Partner with Operations, Quality, and Training teams to drive performance improvements.
Conduct knowledge refreshers and process updates to ensure policy compliance.
Support new hires and tenured agents through coaching and knowledge-sharing initiatives.
Assist leadership with escalations, reporting, and continuous process improvement.
Minimum Qualifications
Completed at least 2 years of college.
Minimum of 1 year of experience as a Subject Matter Expert (SME).
Required: Experience supporting a US Residential Mortgage Servicing (Voice) campaign.
Strong understanding of US Residential Mortgage Servicing processes.
Excellent communication, coaching, and stakeholder management skills.
Strong analytical and problem-solving abilities.
Experience using performance management tools, QA frameworks, and Learning Management Systems (LMS).
Ability to thrive in a fast-paced BPO environment.
Alternative Profiles That May Be Considered
We also welcome applications from candidates who meet either of the following:
SMEs from other BPO programs who have previous US Residential Mortgage Servicing Voice experience.
Highly tenured US Mortgage Servicing Voice Agents who have handled SME-related responsibilities such as:
Acting SME
Temporary SME
Point of Contact (POC)
Floor Support
Virtual Team Lead
Non-Negotiable Requirement
US Residential Mortgage Servicing experience is mandatory.
Applications from candidates without US Mortgage Servicing experience will not be processed.
Recruitment Process
CV Screening
Smart Recruiters Endorsement
HR Interview
Hiring Manager Interview
Program Head Interview (Webex)
When Applying, Please Include:
Total years of experience in US Residential Mortgage Servicing (Voice)
Total years of SME experience
Educational attainment
Expected Salary
Notice Period / Earliest Start Date
Current Location
If outside Clark, are you willing to relocate?
Are you willing to work onsite in Clark, Pampanga on a flexible schedule?
Role
Mortgages
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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