Job Title : SME – US Mortgage Servicing (Voice) | Team Lead | Clark, Pampanga 

Job Description : 

We are hiring a Subject Matter Expert (SME) for a US Mortgage Servicing Voice Campaign. This role is ideal for professionals with strong experience in US Residential Mortgage Servicing who have led teams, coached agents, and supported operational excellence in a BPO environment.

The successful candidate will provide floor support, mentor team members, analyze performance trends, collaborate with stakeholders, and drive quality and productivity improvements.

​Location: Clark, Pampanga
​Work Setup: Onsite
​Shift: Flexible Schedule
​Experience: 1+ Year SME Experience + US Mortgage Servicing Experience

Key Responsibilities

• Provide SME support for a US Mortgage Servicing Voice campaign.

• Coach and mentor agents to improve performance and quality.

• Analyze operational metrics and identify improvement opportunities.

• Support process, policy, and product-related queries.

• Collaborate with Operations, QA, Training, and Leadership teams.

• Track KPIs and prepare performance reports.

• Ensure compliance with client processes and quality standards.

• Assist in stakeholder communication and issue resolution.

• Support continuous improvement initiatives and knowledge sharing.

Required Qualifications

• Completed at least 2 years of College.

• Minimum 1 year of SME experience.

• Mandatory experience in US Residential Mortgage Servicing (Voice).

• Strong leadership, coaching, and stakeholder management skills.

• Excellent verbal and written communication skills.

• Experience in a BPO or Shared Services environment.

• Knowledge of QA frameworks, LMS platforms, and performance management tools is preferred.

 Required Skills

• US Mortgage Servicing

• Subject Matter Expert (SME)

• Team Leadership

• Stakeholder Management

• Performance Coaching

Important Notes

• US Mortgage Servicing experience is mandatory.

• Candidates without US Mortgage experience will not be considered.

• Work Setup: Onsite – Clark, Pampanga

• Flexible work schedule.

• Relocation assistance may be available for qualified candidates.

• Immediate joiners are preferred.