Product Specialist Support

We’re Hiring: Product Specialist Support!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Product Specialist Support to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role : Product Specialist Support

Work Arrangement : Work from Office

Location : Philippines - Makati

Schedule : Morning Shift

The purpose of the Product Specialist Support role is to provide essential administrative support to our Product Specialists, ensuring they can perform at their best. This role plays a critical part in enabling the sales team to focus on customer engagement by handling the documentation and compliance requirements imposed by lenders and their processes. 

As a PSS, you are expected to consistently meet the KPI targets and uphold our compliance standards. 

In practice, this means striving for ‘right first time’ submissions, meeting the expectations of the sales team, and contributing to improved customer outcomes. 

Key Responsibilities:

• Ensure the consistent accuracy and quality of lender submissions throughout the entire application lifecycle – from submission to settlement – by completing tasks and managing cases in a timely and efficient manner
• Submit loan applications to lenders in line with lender requirements and internal processes
• Prepare and generate loan contracts, and coordinate with clients to ensure timely completion and return of signed documents
• Gather and collate all documentation required to meet settlement conditions, and submit these to the lender to facilitate on-time loan settlement
• Provide ongoing support to Product Specialists/Brokers on requests related to their loan applications
• Keep the CRM system up to date with all submitted documents and maintain accurate loan statuses at each stage
• Act as a subject matter expert on Valiant’s panel of lenders, supporting the Product Specialists and promoting knowledge sharing across the business
• Manage and resolve escalated requests from key stakeholders, including Inside Sales Managers, Product Specialists (both senior and non-senior), and your Team Leader
• Contribute to a positive team culture by supporting your Team Leader in fostering an inclusive and collaborative work environment that encourages personal development, career growth, and team success

Qualification and requirements:

Skills and Experience

• Exceptional written and verbal communication skills
• High attention to detail and accuracy in work
• Strong desire to deliver an exceptional customer experience
• Customer-focused with a natural ability to build meaningful relationships
• • Resilient, confident, and responsive in handling escalations and challenging situations
• Excellent time management and organisational skills; able to prioritise and meet deadlines
• Understands the importance of compliance and consistently applies it in daily work
• Resilient and professional in interactions with Product Specialists and stakeholders
• Commercially aware, with sound judgment and decision-making ability

Key Performance Indicators

(Subject to change based on business needs)

Productivity:

• Complete at least 80% of the group’s average for total lifecycle cases handled

Behaviour:

• Demonstrate professionalism by adhering to Valiant’s Policies and Support Policies, and consistently embody our core values:
• Be Customer Champions
• Get $#!+ Done
• Thrive in the Pride

Quality:

• Maintain a minimum quality score of 90% or above in audits and assessments

Average Handle Time (AHT):

• Achieve an Average Handle Time of less than 60 minutes on Core Lifecycle cases

Non-Negotiable Skills & Requirements:

• Must demonstrate exceptional attention to detail
• Compliance discipline
• Financial services operations exposure
• Ability to consistently perform in a KPI-driven, high-pressure loan processing environment

Perks & Benefits (Work From Home/Hybrid):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent
• Flexible leave credits for vacation, emergency, and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks
• Superb and exciting Mid-Year Parties with giveaways and cash prizes
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• Company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate in CS Social Clubs and Special Interest Groups
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist support
• Employee Share Units program
• Cloudstaff Dream Points for bidding on items like appliances, kitchenettes, etc.

Cloudstaff : Build Your Career, Anywhere

• Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.