Location: Eastwood | Shift: Night Shift
Salary: PHP 40,000 55,000 | Start Date: ASAP
Qualifications
- Bachelor's degree in Business, Finance, or related field (preferred).
- At least 2 years BPO experience in US mortgage or financial services, with 2 years in a leadership role.
- Working knowledge of mortgage servicing processes (origination, underwriting, escrow, foreclosure, loss mitigation, or customer service).
- Familiarity with US mortgage regulations (RESPA, TILA, CFPB preferred).
- Strong leadership, analytical, and communication skills.
- Proficient in MS Office and CRM/mortgage systems.
Key Responsibilities
- Manage daily operations of a mortgage servicing team and ensure compliance with SLA metrics (AHT, Quality, CSAT, Productivity).
- Oversee loan processing and documentation accuracy in line with regulatory and client requirements.
- Lead, coach, and performance-manage Team Leaders and agents, including conducting reviews and implementing PIPs when needed.
- Analyze performance trends and drive initiatives to improve quality, efficiency, and customer satisfaction.
- Collaborate with cross-functional teams (QA, Training, WFM, HR) to support business continuity.
- Handle client escalations and participate in regular business reviews.
- Identify and implement process improvements and support audits to ensure compliance.
