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):