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

Location: Clark, Pampanga (Onsite)
Schedule: Flexible Shifting Schedule
Start Date: ASAP

Relocation Support Available

Qualified candidates relocating to Clark may be eligible for a relocation package, which may include:

• One-time relocation assistance (approximately PHP 10,000+, subject to approval)

• One-way airfare or land transportation assistance

• Up to 30 days of temporary accommodation

Join a High-Performing US Mortgage Servicing Team

Are you an experienced Subject Matter Expert (SME) with a strong background in US Residential Mortgage Servicing? We're looking for a results-driven professional to provide floor support, coach agents, drive performance improvements, and serve as the go-to expert for a fast-paced US Mortgage Voice Campaign.

If you're passionate about mentoring teams and delivering operational excellence, we'd love to hear from you.

What You'll Do

• Serve as the primary Subject Matter Expert for the US Residential Mortgage Servicing voice program.

• Provide real-time support, guidance, and coaching to customer service representatives.

• Assist in resolving complex customer concerns and process-related inquiries.

• Analyze performance trends and recommend process improvements.

• Partner with Operations, Quality, Training, and Team Leaders to improve team performance.

• Support onboarding, refresher training, and knowledge-sharing initiatives.

• Ensure compliance with client guidelines, mortgage servicing regulations, and company policies.

• Help drive productivity, quality, customer satisfaction, and operational excellence.

Qualifications

• Completed at least 2 years of college.

• Minimum 1 year of experience as a Subject Matter Expert (SME) in a BPO or shared services environment.

• Hands-on experience supporting a US Residential Mortgage Servicing Voice Campaign is required.

• Strong understanding of US Mortgage Servicing processes and customer support operations.

• Excellent verbal and written communication skills.

• Strong analytical, problem-solving, coaching, and leadership abilities.

• Proven experience collaborating with multiple stakeholders in a fast-paced environment.

• Familiarity with Quality Assurance frameworks, Learning Management Systems (LMS), and performance management tools.

Preferred Candidates

We also encourage applications from professionals who have:

• SME experience from another campaign but with previous US Mortgage Servicing experience.

• Extensive experience as a US Residential Mortgage Servicing Agent who has performed SME responsibilities such as:

  • Acting SME

  • Temporary SME

  • Point of Contact (POC)

  • Floor Support

  • Virtual Team Lead

  • Mentor or Coach

Non-Negotiable Requirement

US Residential Mortgage Servicing experience is mandatory.

Applications without US Mortgage Servicing experience will not be considered.

Why Join Us?

• Competitive salary package

• Relocation assistance for qualified candidates

• Career growth opportunities within a leading BPO organization

• Supportive leadership and collaborative work environment

• Opportunity to work with one of the largest US Mortgage Servicing programs

Ready to take the next step in your Mortgage BPO career? Apply today and become the Subject Matter Expert who drives team success and customer excellence!