SME - US Mortgage Servicing () | Team Lead | Clark, Pampanga
Gratitude Inc
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.
28000 - 38000 Php
...currently hiring a Subject Matter Expert (SME) for our BPO Partner in Clark, Pampanga . Role: Subject Matter Expert (SME) Program: US Mortgage Servicing (Residential) – Voice Campaign... ...an interview. Our recruitment team will reach out to you via WhatsApp/Viber...20000 - 35000 Php
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38050 Php
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