: US Mortgage Servicing (Residential) – Voice Campaign

Role: Subject Matter Expert (SME)

Program: US Mortgage Servicing (Residential) – Voice Campaign​
Work setup: Onsite in Clark, Pampanga

Work schedule: Flexible schedule

Salary: Up to PHP 38,050 per month

Basic pay: PHP 25,000 – PHP 35,000

Allowance: PHP 3,050

Target start date: ASAP


Potential relocation package may include:

- One-time relocation allowance (approximately PHP 10,000+; subject to verification)

- One-way transportation support (airfare or land transportation)

- Up to 30 days of accommodation


Minimum qualifications:

- At least two years of completion in College / 2nd year level

- At least 1 year of SME experience

- Experience supporting a US Mortgage Servicing Campaign is a critical requirement

- SME experience specifically within a US Mortgage Servicing voice account will be prioritized

- 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

- Ability to manage multiple priorities in a fast-paced, dynamic environment

- Background in US Residential Mortgage Servicing (Voice) is required

- Familiarity with performance management tools, QA frameworks, and LMS platforms


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

- Profiles without US Mortgage experience should not be endorsed, as they will not be considered


Recruitment Process:

Screening with CV Reviewers → Endorsement via Smart Recruiters → Up to 3 interview rounds with Sutherland (HRI - Hiring Manager - Program Head via Webex)