We are looking for an experienced Subject Matter Expert (SME) to support a US Residential Mortgage Servicing Voice Campaign. This is an excellent opportunity for professionals with a strong background in US Mortgage Servicing, Mortgage Operations, Customer Service, Team Coaching, and BPO Operations who are ready to take on a leadership role.

Key Responsibilities

• Serve as the team's Subject Matter Expert for US Residential Mortgage Servicing
• Provide floor support, coaching, and guidance to agents on process, product knowledge, and customer handling
• Assist in resolving complex customer concerns and operational issues
• Monitor performance trends and recommend process improvements
• Collaborate with Operations, Training, Quality, and Leadership teams to drive performance
• Support knowledge sharing, process updates, and continuous improvement initiatives
• Help ensure compliance with client standards, quality guidelines, and operational KPIs

Qualifications

• At least 2nd-year college level
• Minimum of 1 year of experience as a Subject Matter Expert (SME)
• Experience supporting a US Mortgage Servicing Voice Campaign is required
• Strong background in US Residential Mortgage Servicing (non-negotiable)
• Experience in customer service, mortgage operations, or mortgage servicing within a BPO environment
• Strong leadership, coaching, stakeholder management, and communication skills
• Excellent analytical, problem-solving, and decision-making abilities
• Familiarity with QA frameworks, performance management tools, and Learning Management Systems (LMS) is an advantage

We also welcome:

• SMEs from other campaigns with previous US Mortgage Servicing experience
• Highly tenured US Mortgage Servicing Agents who have handled SME responsibilities, floor support, mentoring, POC, or virtual leadership functions
• Please note: Candidates without US Mortgage Servicing experience will not be considered.
• Relocation Support (for qualified candidates)
• One-time relocation allowance (subject to approval)
• One-way transportation assistance
• Up to 30 days of temporary accommodation

If you have experience in US Mortgage Servicing, Mortgage Operations, Residential Mortgage, Mortgage Customer Service, Mortgage Processing, Mortgage Collections, Escrow, Loan Servicing, or Mortgage Support, we'd love to hear from you.

Apply now or send me your updated CV for immediate review.