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)