Job Title: Subject Matter Expert (SME) – US Mortgage Servicing (Voice)

Company: Sutherland

Program: US Mortgage Servicing (Residential)

Work Location: Clark, Pampanga

Work Setup: Onsite

Shift: Flexible Schedule

Employment Type: Permanent

Start Date: ASAP

Job Description

Sutherland is hiring an experienced Subject Matter Expert (SME) for its US Residential Mortgage Servicing Voice Campaign. The ideal candidate will have strong experience in US Mortgage Servicing, leadership capabilities, and the ability to coach agents while driving operational excellence.

Key Responsibilities

• Provide floor support and process guidance to agents.

• Coach and mentor team members to improve performance.

• Analyze process trends and recommend improvements.

• Collaborate with Operations, QA, and Training teams.

• Assist in performance management and knowledge sharing.

• Support quality initiatives and ensure process compliance.

• Handle escalations and resolve process-related issues.

Minimum Qualifications

• Completed at least 2 years of college.

• Minimum 1 year of SME experience.

• US Mortgage Servicing experience is mandatory.

• Experience supporting a US Mortgage Servicing Voice Campaign.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Leadership and coaching experience in a BPO environment.

• Familiarity with QA tools, LMS platforms, and performance management.

• Willing to work onsite in Clark, Pampanga on a flexible schedule.

Alternative Profiles

• SME in another campaign with previous US Mortgage Servicing experience.

• Highly experienced US Mortgage agents who have performed SME or leadership responsibilities.

Important: Candidates without US Mortgage experience will not be considered.

Relocation Benefits

Eligible candidates relocating to Clark may receive:

• One-time relocation assistance (subject to approval)

• One-way transportation support

• Up to 30 days of accommodation

Pre-Screening Questions

• How many years of US Mortgage Servicing (Voice) experience do you have?

• How many years of SME experience do you have?

• What is your highest educational qualification?

• What is your current salary?

• What is your expected salary?

• What is your notice period?

• Are you willing to work onsite in Clark, Pampanga with a flexible schedule?

• What is your current location?

• If you are outside Clark, are you willing to relocate?