Customer Success Specialist

The Borrower Activation Specialist is the primary point of contact for merchant borrower applicants moving through the BackdPayments application process. This role focuses on guiding borrowers from application started → approved → transacted , removing friction, resolving issues, and ensuring a fast, compliant, and positive experience. Our white glove approach requires extensive call out campaigns and strategies, settings tasks, and ensuring constant communication and follow up with clients. A BAS will work closely with Underwriting, Compliance, Customer Success, and Product to help turn qualified applicants into active borrowers while identifying opportunities to improve the overall application journey. What You Will Do: Borrower Guidance & Support Assist applicants throughout the application process, answering questions, clarifying requirements, and securing missing or corrected information. Troubleshoot technical or procedural issues within the application portal; escalated complex cases when needed. Verification & Accuracy Review Review applicant information for completeness and accuracy, supporting verification of business, income, and ownership data. Application & File Management Maintain accurate, organized application records within the Loan Origination or Application Management System. Activation Coordination Partner with Underwriting and Compliance to move applications efficiently through approval and activation stages. Cross-Functional Feedback Loop Identify recurring friction points in the borrower journey and collaborate with internal teams to improve processes, messaging, and platform experience. Compliance Adherence Ensure all borrower interactions and files meet federal, state, and internal compliance requirements. What You Bring to the Table: Experience: 2+ years in customer service, technical support, or loan / financial application processing (fintech or financial services preferred). Communication: Strong verbal and written skills with the ability to explain complex topics clearly and empathetically. Systems Experience: Comfortable working in CRMs and application tracking systems. Execution & Detail: Highly organized with the ability to manage a high volume of active applications. Problem Solving: Able to work independently to diagnose issues and drive resolutions. Experience with B2B, SMB lending, or BNPL products Familiarity with KYC/KYB/AML concepts Bachelor’s degree in Business, Finance, or related field. Why This Role Matters Direct impact on borrower conversion and funding velocity Exposure to underwriting, compliance, product, and operations Opportunity to help shape scalable activation and support workflows Additional Benefits Health, Dental, Vision, 20 PTO Days, 401K match, Access to Wellhub formerly known as Gympass and a competitive base salary. Regularly paid company outings, twice-weekly corporate yoga. Holidays are celebrated! Birthdays are recognized! Snacks & refreshments are provided! We are growing and prefer to promote within, so there are many incentives within. MORE BENEFITS TO COME AS WE CONTINUE TO GROW. Grow with us! Backd is an Equal Opportunity Employer. Backd provides equal employment opportunities without regard to race, color, religion, gender, national origin, age, and disability unrelated to an individual’s ability to perform adequately, sexual orientation, marital status, or any other characteristic protected by law. #J-18808-Ljbffr BackdPayments