Subject Matter Expert (SME) – US Mortgage Servicing (Voice)

 Location: Clark, Pampanga

Work Setup: 100% Onsite

Work Schedule: Flexible Schedule

Start Date: ASAP

Take the Next Step in Your Mortgage Servicing Career!

Are you an experienced US Mortgage Servicing professional with a passion for coaching, leadership, and operational excellence? We're looking for a Subject Matter Expert (SME) to support a high-performing voice campaign. If you thrive in a fast-paced BPO environment and enjoy helping teams succeed, this opportunity is for you.

What You'll Do

- Serve as the Subject Matter Expert for a US Residential Mortgage Servicing voice campaign.

- Provide guidance, coaching, and floor support to agents to improve performance and productivity.

- Analyze trends and identify opportunities to enhance team performance.

- Collaborate with Operations, Quality, and Training teams to drive operational excellence.

- Support process improvements and ensure compliance with client standards.

- Assist in knowledge sharing, issue resolution, and continuous learning initiatives.

- Utilize QA tools, LMS platforms, and performance management systems to monitor results.

- Act as a key point of contact for escalations and operational support.

Qualifications

- Completed at least 2 years of college.

- Minimum 1 year of experience as a Subject Matter Expert (SME).

- US Mortgage Servicing experience is mandatory.

- Experience supporting a US Residential Mortgage Servicing Voice Campaign is required.

- Strong analytical, coaching, leadership, and problem-solving skills.

- Excellent verbal and written communication skills.

- Ability to manage multiple priorities in a fast-paced environment.

- Experience using QA tools, Learning Management Systems (LMS), and performance management platforms is an advantage.

Alternative Profiles Considered

We also encourage applications from candidates who have:

- SME experience in another campaign combined with previous US Mortgage Servicing experience.

- Extensive experience as a US Mortgage Servicing Agent with responsibilities such as:

  - Temporary SME

  - Point of Contact (POC)

  - Floor Support

  - Virtual Team Leadership

Relocation Support

Qualified candidates relocating to Pampanga may be eligible for:

- One-time relocation assistance

- One-way transportation support

- Temporary accommodation of up to 30 days (subject to company guidelines)

Important Note

US Mortgage Servicing experience is a non-negotiable requirement. Applications without this background will not be considered.

If you're ready to advance your leadership career in a dynamic mortgage servicing environment, apply today!