Description / Requirements

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)

PRESCREENING NOTES:

Years of experience in US Mortgage Servicing Campaign - voice:
Years of relevant SME experience:
Educational attainment:
Salary expectation:
Last drawn salary:
Notice period (preferably immediate joiner):
Amenability to work onsite in Clark, Pampanga with a flexible work schedule?
Current location (if away from Clark, please note if the candidate is willing/open to relocate):