# Credit Case Specialists
The **Credit Case Specialists (CCS)** section outlines the responsibilities and workflows for managing active client accounts. It includes client relationship management and communication, progress updates, credit advice and troubleshooting. This section ensures consistent communications while maintaining strong client relationships and clear expectations throughout the process.
**Keywords:** client management, round results, check-in calls, credit report analysis, credit advice, progress updates
# Role Overview
**This page outlines the role of the Credit Case Specialist (CCS) at Crowned Credit — the primary point of contact for every active client, responsible for managing their case, communicating progress, and delivering results throughout the dispute process.**
# Workflows
Day to day tasks and best practices.
# Inbox Management
**This page covers Inbox Management inside GoHighLevel — the central hub for all client SMS, email, and chat communication — and explains how to keep it organized, responsive, and professional at all times.**
# Inbound and Outbound Calls
**This page covers how to handle all inbound and outbound client calls at Crowned Credit using Aircall and the GHL dialer, including proper protocols, call logging, and expectations for every interaction.**
# Dispute Round Pipeline Management
**This page explains how to manage the Dispute Round Pipeline in DisputeFox — tracking each client's progress from initial analysis through every dispute round — so no client falls behind and every case moves forward on schedule.**
# Cross-Department Support
**This page outlines how to provide effective cross-department support at Crowned Credit — coordinating between Sales, Onboarding, Disputes, and CSR teams to ensure a seamless client experience from signup to graduation.**
# Loom Video Updates — No-Answer Outreach
**This page covers when, why, and how to record Loom video updates for clients who do not pick up during Round Results calls or failed payment follow-ups. Loom updates are a personal, high-trust touchpoint that keeps clients engaged with their file even when they cannot be reached by phone. The structure below is built for scale: a fixed scaffold + scenario-coded result scripts so any CCS can record a polished update in one take.**
## 1. Objective
- Maintain client engagement and trust when phone outreach fails.
- Make video creation **scalable** — any CCS can record a polished update at high volume.
- Reduce time-per-video by using a fixed scaffold and pre-written scenario scripts.
- Optimize content to **address churn** by reinforcing progress, strategy, and the client's role.
## 2. Scope
This SOP applies to all **Credit Case Specialists (CCS)** handling active client communication. It is triggered after a no-answer event on either of the following:
- **Round Results — No Answer:** Client missed the live Round Results call and has not responded to the no-answer SMS within 24 hours.
- **Failed Payment Follow-up — No Answer:** Client missed the failed-payment follow-up call and has not responded to the SMS or email after the standard retry window.
The Loom replaces the second outreach attempt — more personal than a text, less intrusive than another call, and gives the client something they can rewatch on their own time.
## 3. Loom Length Rules
| Rule | Standard |
|---|
| **Minimum length** | 1 minute 30 seconds |
| **Maximum length** | 2 minutes 30 seconds |
| **Target midpoint** | ~2:00 |
| **If under 1:30** | Re-record. Slow down, add a reminder, or close with a stronger CTA. Do not pad with filler. |
| **If over 2:30** | Re-record. Tighten Section B or D. Stay focused. |
> **Note:** Anything shorter than 1:30 feels rushed and skips important context. Anything longer than 2:30 loses the client's attention.
## 4. Before You Record
1. Open the client's file in **GHL** and **DisputeFox** side by side.
2. Review the last round of dispute results, current credit score, and any open items.
3. For failed payment cases, confirm which payment failed, the reason code, and the next retry date.
4. Identify the correct **scenario code** from Section 6 (Round Results videos).
5. Have the client's first name visible so you use it correctly on camera.
6. Check your camera, mic, lighting, and background. Be presentable — this is a client-facing touchpoint.
7. Smile before you hit record. It carries through on video.
## 5. Fixed Structure & Duration Allocation
Every Loom follows the same five-segment scaffold. Segments A, C, D, and E are **standardized**; Segment B is **scenario-coded** (see Section 6).
| Segment | Purpose | Duration | Type |
|---|
| **A. Intro** | Name + company, acknowledge missed call, state purpose | 10 – 15 sec | Standardized |
| **B. Results Summary** | What changed on their report (scenario-coded) | 35 – 55 sec | Semi-Standardized |
| **C. What We're Doing Next** | Next dispute round + strategy escalation | 25 – 35 sec | Standardized |
| **D. What You Should Do** | CM access, avoid interference, optional actions | 20 – 30 sec | Standardized |
| **E. Expectations + Close** | Timeline, reassurance, CTA | 10 – 15 sec | Standardized |
| **Total** | | **1:40 – 2:30** | |
**Segment A — Intro (10 – 15 seconds) \[Standardized\]**
- Greet by time of day + state your name and company.
- Acknowledge the missed call.
- State the purpose of the video.
> **Script:** "Good \[morning/afternoon\]! This is \[Your Name\] from Crowned Credit. We tried to reach you to notify you of your recent dispute round's results. We'd love to connect further — but in the meantime, here's a quick update on your file."
**Segment B — Results Summary (35 – 55 seconds) \[Semi-Standardized\]**
Open the client's report side-by-side. Identify the right **scenario code** from Section 6 and deliver that script, personalizing the bracketed fields. This is the heart of the video — give it room.
**Segment C — What We're Doing Next (25 – 35 seconds) \[Standardized\]**
- Confirm the next dispute round is already in motion.
- Reassure the client that strategy escalates over time.
- Mention adaptive tactics without overpromising.
> **Script:** "Our dispute team is already reviewing the results from this round and preparing the next set of disputes. Rest assured, we don't send the same letters each round. As the process continues, we use the responses from the credit bureaus and creditors to refine our strategy and challenge the remaining negative items more aggressively. If needed, we may also escalate to additional methods, such as referencing applicable sections of consumer law, past cases of consumers versus the bureaus, and exploring other channels."
**Segment D — What You Should Do (20 – 30 seconds) \[Standardized\]**
- Remind them to access their **Credit Monitoring (CM)** through the client portal.
- Tell them what to avoid (interference: new credit, hard pulls, closing accounts) during active rounds.
- Recommend **one** small optional action that supports progress — never a list.
> **Script template:** "On your end, please log into your client portal to view the full round results and keep tabs on your credit monitoring. While we're actively disputing, try to avoid applying for any new credit or making major changes to your open accounts — that gives us the cleanest path forward. One thing that would help this week: \[single specific action — e.g., 'check your credit utilization on each card and try to bring any above 30% down before your next statement closes'\]."
**Optional actions to choose from (pick one only):**
- Check credit utilization on each card and bring any above 30% down.
- Set up autopay for at least minimum payments on open accounts.
- Log into the portal to review the items we just challenged.
- Update payment method in the portal if a card is expiring or changed.
- Confirm contact info in the portal is up to date.
**Segment E — Expectations + Close (10 – 15 seconds) \[Standardized\]**
- Set the timeline for the next milestone (next round, next check-in).
- Reassure briefly.
- Close with a clear CTA to reply or call back.
> **Script:** "We'll check back in with you around \[next milestone / next round\]. You're in good hands — we'll keep pushing on this. If you have any questions in the meantime, just reply to this message or give us a call. Thanks \[Name\], talk soon."
## 6. Results Summary Scenario Codes (Segment B)
Identify which scenario fits the round's outcome, then deliver the matching script. Personalize the bracketed fields with the client's actual data. **Do not combine codes** — pick the one that fits best.
| Code | When It Applies | Script |
|---|
| **GREAT-01** | Great results: deletions **+** positive score movement | "We had an excellent round of results. Several negative items were removed from your credit report, and your scores increased as well. This is exactly the type of progress we want to see and puts you in a much stronger position moving forward." |
| **GOOD-01** | Good: deletions **+** minimal positive score movement | "We were able to remove several negative items from your report. While the score increase was modest, these deletions are an important step and should continue to strengthen your credit profile over time." |
| **GOOD-02** | Good: minimal deletions **+** positive score movement | "We saw positive movement this round. Most notably, these accounts were deleted: \[list account names/types\]." |
| **MIXED-01** | Mixed: deletions **+** score decreased | "We saw some positive movement this round. \[X\] accounts were removed, which indicates that the overall changes are having a positive impact on your credit profile. Regarding the score decrease, it's likely that \[reason — e.g., utilization shift, new account aging, scoring algorithm response\]." |
| **MIXED-02** | Mixed: minimal deletions, limited movement | "We saw some movement this round, although the results were more limited than we would like. This is not unusual, and our dispute team will use the responses we received to strengthen the next round of disputes." |
| **NOMOVEMENT-01** | No deletions | "We're not seeing much movement yet, which is fairly common for the first round. Our dispute team reviews the responses from each round and adjusts the strategy to push more aggressively in the following rounds." |
| **NOMOVEMENT-02** | No significant deletions (personal info + inquiries only) | "We've been able to remove some inquiries and update your incorrect personal information so far, which safeguards you from \[fraud risk / mixed file issues\]. The next round will push harder on the remaining negative items." |
> **Note:** Bracketed fields like \[X\], \[reason\], \[list account names\] must be filled in with the client's actual data before recording. Never read the bracket on camera.
## 7. Failed Payment Loom — Variant
For failed-payment no-answer videos, the scaffold stays the same but the content shifts. Use the same A → C → D → E timing.
- **A. Intro (10 – 15 sec):** Same template — swap "your recent dispute round's results" for "a failed payment on your account."
- **B. Payment Status (35 – 55 sec):** Replaces Results Summary. State which payment did not go through, the reason in plain English (card declined, insufficient funds, expired card), the impact on their file if not resolved, and the next retry date.
- **C. What We're Doing Next (25 – 35 sec):** Confirm auto-retry is scheduled, explain the grace period, mention the dispute work continues as long as payment is resolved.
- **D. What You Should Do (20 – 30 sec):** Update the payment method in the portal OR confirm the card on file is funded by the retry date.
- **E. Close (10 – 15 sec):** Confirm next retry date, reassure, CTA to reply or call back.
> **Compliance:** Never state the specific dollar amount of the failed payment on camera. Direct the client to the portal or their email for the exact figure.
## 8. Compliance Reminders
> **CROA & Compliance — Non-Negotiable:** These rules apply to every Loom regardless of client tier or situation.
- Do **not** promise specific score increases, removal counts, or timelines.
- Do **not** guarantee results. Always speak in terms of what we are working on and what is typical.
- Do **not** say anything that implies "no upfront fees" or any other CROA-restricted claim.
- Do **not** show any other client's information on screen.
- Do **not** discuss specific dollar amounts of any plan or charge on camera. Refer the client to the portal or their email for the exact figure.
- Stay professional. The client may share this video with family, attorneys, or on social media.
## 9. Sending the Loom
1. Record in **Loom** and let it process.
2. Rename the Loom with a clear title — for example: *"Round 3 Update — \[Client First Name\]"* or *"Quick Update on Your Account — \[Client First Name\]"*.
3. Copy the share link.
4. Send the link via **SMS** AND **Email** through **GHL**. Many clients prefer to watch on a bigger screen.
5. Use a short, warm message with the link.
> **Example SMS:** "Hi \[Name\]! I just sent you a quick 2-minute video update on your file since I missed you on the phone. Take a look when you get a chance: \[Loom link\]"
## 10. Logging the Loom in GHL
After sending, log a note on the contact in **GHL** using this format:
```
LOOM UPDATE - [DATE]
Type: Round Results No-Answer / Failed Payment No-Answer
Round or Payment Reference: [e.g., Round 3 results / Failed payment retry attempt 2]
Scenario Code: [e.g., GREAT-01 / N/A for failed payment]
Loom Link: [paste link]
Length: [e.g., 2:05]
Sent Via: SMS + Email
Next Step: [next round, next retry date, or next check-in]
Notes: [Anything specific covered or to follow up on]
```
## 11. Follow-Up After the Loom
| Loom Status | Timing | Action |
|---|
| **Viewed, no reply** | Within 3 business days | Send a short SMS asking if they have any questions |
| **Not viewed** | After 3 business days | Attempt one more live call |
| **No engagement after 2nd call** | — | Escalate per *Escalation Triggers & Chain* |
Set a follow-up task in **GHL** for **3 business days** out at the moment you send the Loom — do not rely on memory.
## 12. Quality Checklist Before Sending
- Length is between 1:30 and 2:30 (target ~2:00)
- Client's first name is correct
- Correct scenario code identified (Round Results) or correct failure reason stated (Failed Payment)
- Bracketed script fields filled in with client's actual data — no brackets read on camera
- No other client's information visible on screen
- No promises, guarantees, or restricted CROA language
- One optional action recommended — not a list
- Audio is clear, video is steady, background is professional
- Loom is renamed clearly before sending
# Client Onboarding Communication Scripts
**This page contains all client onboarding communication scripts — covering welcome messages, document collection requests, portal setup instructions, and first-week check-in templates.**
This page provides all **Client Onboarding Communication Scripts** for Crowned Credit CSRs. The onboarding process is one of the most critical phases of the client journey. A smooth, professional onboarding experience sets the tone for the entire client relationship. CSRs are responsible for guiding new clients through portal setup, document collection, credit monitoring enrollment, and service agreement completion.
## Onboarding Checklist Overview
Before a client can begin their first round of disputes, all of the following must be completed. CSRs should track each item per client and send follow-up messages for any outstanding items.
| Onboarding Step | Who Completes | Status Tracking |
|---|
| Client portal created in DisputeFox | CSR | GHL note + stage update |
| Onboarding tutorial link sent to client | CSR | GHL note |
| Driver license copy received | Client uploads via portal | DisputeFox document log |
| Proof of address received (utility bill or bank statement) | Client uploads via portal | DisputeFox document log |
| Social Security card copy received (or 2 POA alternatives) | Client uploads via portal | DisputeFox document log |
| SmartCredit or MFSN enrolled - Premium plan | Client | GHL note with credentials |
| Service agreement reviewed and signed | Client via portal | DisputeFox agreement log |
| Onboarding complete message sent | CSR | GHL note |
| Delay Reason | Action |
|---|
| Client has not submitted documents after 3 days | Send gentle reminder SMS. Offer to help if they are having trouble uploading. |
| SmartCredit enrollment incomplete | Resend signup link. Offer to walk them through it on a call if needed. |
| Service agreement not signed after 48 hours | Resend portal link with specific instructions on where to find the agreement. |
| Client does not have Social Security card | Accept 2 proof of address documents as an alternative. |
| Client has MFSN instead of SmartCredit | Proceed with MFSN if they already paid. Recommend switching at next billing cycle. |
| FICO Factor | Weight | How We Address It |
|---|
| Payment History | 35% | Removing negative marks, building positive payment history with credit builders and secured cards |
| Credit Utilization | 30% | Advising clients to keep balances below 30% of limit on all revolving accounts |
| Length of Credit History | 15% | Advising clients not to close old accounts; recommending tradelines for established history |
| Credit Mix | 10% | Recommending a mix of installment accounts (credit builders, loans) and revolving accounts (secured cards) |
| New Credit Inquiries | 10% | Advising clients to avoid applying for new credit during the program unless necessary |
| Bureau | Phone Number | Common Issues |
|---|
| **Equifax** | 1-888-378-4329 | Disconnection, freeze removal, identity verification |
| **Experian** | 1-888-397-3742 | Disconnection, freeze removal, identity verification |
| **TransUnion** | 833-806-1627 | Disconnection, freeze removal, identity verification |
| **MFSN Support** | 1-888-548-2008 | Login issues, inactive account, billing questions |
| **SmartCredit Support** | (877) 372-3895 | Account issues, plan upgrades, billing questions |
**💡 Quick Tip:** Make sure to use your own discretion as well to see if the compensation we are offering is appropriate based on their reason for cancellation. Always try to address the root cause first, and do not jump immediately to offering the save options.
## Retention Strategies by Scenario
| Reason for Cancellation | Approach/Talking Points | Offers (In order) |
|---|
| **Financial Concerns** | - Acknowledge and empathize with situation without assumption
- Position flexibility, not pressure
**Talking Points**
- “I completely understand — situations change, and we want to make this manageable for you.”
| 1. **One-Time Discount**
- Essentials Plan: $25 off next month
- Accelerated Plan: $50 off next month
2. **Downgrade Option**
- Position as a **50% cost reduction**, not a downgrade
- Example: “We can also move you to a lower-cost option that still keeps your progress going, just at a reduced pace.”
**Important Notes:**
- If downgrading from Accelerated:
- Clarify disputes will shift to **bureau-only (no direct creditor disputes)**
- Changes apply starting next billing cycle
|
| **Slow Progress/Perceived Lack of Results** | - Rebuild confidence through education and transparency
- Anchor on work already completed
- Provide proof if necessary (Resend the progress report through DF or send the screenshot of internal disputes status from DF)
**Talking Points**
- Reassure progress made so far
- Explain:
- Credit repair is a **round-based process**
- Bureaus have up to **30 days per investigation**
- Strategy evolves each round
Example: “I completely understand how it can feel slow. Based on what I’m seeing, we’ve already made progress on \[X items\], and each round allows us to apply more targeted strategies.”
| 1. **One-Time Discount** (same as above)
2. **Downgrade (Position as 50% Discount)**
3. **Upgrade Opportunity (if applicable)**
- - If client is on Essentials with minimal movement after multiple rounds:
- Offer **free upgrade to Accelerated**
- Frame as: “We can increase the intensity of disputes to try to generate more movement.”
**Important Notes**
- Always **educate before offering discounts**
- Avoid making it sound like progress is guaranteed
- If free upgrade is offered, notify TL and Dispute Team and adjust DF status to "Accelerated"
|
| **Lack of Communication** | - Clarify first before assuming failure
- Claim ownership, make sure they feel heard and acknowledged
- Reinforce availability and process
**Talking Points**
- “I appreciate you bringing that up — let’s make sure we’re aligned moving forward.”
**Key Actions**
- Check:
- Portal updates
- Missed communications
- Contact preferences
**Resolution**
- Set expectations for:
- Update frequency (every ~30 days post-round)
- Where to check updates (client portal)
| **Note:** Only offer as a last resort, at this stage it is more appropriate to claim ownership of being more timely in responding and managing client expectations
1. **One-Time Discount**
- Essentials Plan: $25 off next month
- Accelerated Plan: $50 off next month
|
**🚨 Important Note:** If the client has just signed up (In their first month), or they do not have a current outstanding invoice, the discount would apply to the next payment. If the client has an outstanding invoice, it can be applied to the current one.
**⚡ What qualifies as a Cancellation Request:** Explicit intent to cancel or to request for a refund from the client, either communicated through SMS/Email or verbally
## Positioning Guidelines
### Do:
- Stay calm, confident, and solution-oriented
- Normalize concerns (“a lot of clients feel this way early on”)
- Emphasize progress and process
### Avoid:
- Sounding desperate to retain
- Over-apologizing
- Promising guaranteed results
- Jumping straight to discounts
## Closing the Conversation
### If Retained
> “Let’s go ahead and move forward with this adjustment so we can keep your progress going.”
### If Client Still Wants to Cancel
- Respect decision professionally
**Confirm:**
- Cancellation request
- Billing team will process cancellation and reach out with confirmation once done
- Notify Billing accordingly
**Leave door open:**
> “If you decide to revisit this in the future, we’ll be here to help.”
## Key Reminders for CS Team
1. Retention is about **guidance, not pressure**
2. Discounts are tools, not default responses
3. The strongest retention driver is **confidence in the process**
4. Always maintain compliance: no guarantees, no misleading claims
**📝** Be sure to **log the cancellation request** with appropriate details in the Crowned Masterlist sheet.
# Experian Logins Follow-ups
*The purpose of this document is to provide a structured and compliant approach for requesting clients’ Experian.com login credentials as part of our enhanced dispute strategy.*
## Overview
#### **Key Points to Communicate to Clients**
- **Enhanced Dispute Strategy**
Providing Experian login access allows us to implement a more targeted and effective dispute strategy, improving our ability to challenge the negative items on their report.
- **Strengthened Disputes**
Direct visibility into the Experian account helps take a direct approach to the bureau, addressing its strict investigation protocols.
- **Data Security and Confidentiality**
All login information is stored in a **secure database** and is accessible **only to authorized company personnel**. The information is used solely for the purpose of assisting with the client’s credit repair services and is handled in accordance with strict privacy and security standards.
- **Easy and Free Account Creation**
If the client does not yet have an Experian account, they can easily create one at no cost. The sign-up process is quick and user-friendly, allowing us to proceed with their dispute strategy without delay.
#### **SMS Templates**
****Initial SMS**** *(Automation for all Momentum clients will be sent out 4/13/2026 12:00 NN EST)*
> Hi {{contact.first\_name}}, quick update! As part of an upgraded dispute strategy for our Momentum clients, we’re implementing a more direct approach with Experian to help drive stronger results on your file.
>
> To proceed, we’ll need your Experian.com login credentials. Additionally, since Experian sends a one-time verification code during login, please let us know a convenient time when you’ll be available to share the code so we can complete the setup smoothly.
>
> We appreciate your prompt assistance with this.
**No answer - Variation 1**
> Hi {{contact.first\_name}}, we tried calling earlier but reached your voicemail. Quick update: as part of an upgraded dispute strategy for our Momentum clients, we’re using a more direct approach with Experian to help drive stronger results on your file.
>
> To proceed, we’ll need your Experian.com login details. Since a one-time verification code is required, please let us know a convenient time to connect. Thank you!
**Follow up - Variation 1**
> Hi {{contact.first\_name}}, just following up here. I completely understand if there’s any hesitation, but this is part of an enhanced strategy we’re using to take a more direct approach with Experian, especially on more complex accounts.
>
> Your login is handled securely and only used for dispute purposes. The sooner we’re able to apply this, the better we can position your file for stronger results this cycle.
## Call Flow
| Part | Objective/Internal Notes | Script |
|---|
| **Introduction & Context** | Set expectations and explain the purpose of the request.
| Hi {{contact.first\_name}}, this is \[Your Name\] from Crowned Credit. I’m reaching out as part of an enhancement to your dispute strategy. Experian is known for having a stricter verification process compared to the other bureaus, and gaining access to your Experian account allows us to review your report directly and strengthen the disputes on your behalf. |
| **Address Security & Confidentiality** | Build trust and reassure the client. | Your information will be stored securely and will only be accessible to authorized personnel within our team. It will be used strictly for the purpose of assisting with your credit repair services. |
| **Request Login Credentials** | Obtain the username and password. | Could you please provide your Experian.com username and password so we can proceed? If you don’t have an account yet, I’d be happy to send you the sign-up link. The process is quick and completely free. |
| **Request the Verification Code** | Guide the client through two-factor authentication. | Once we attempt to log in, Experian will send a one-time verification code to your phone or email. When you receive it, could you please read that code to me or send it via text so we can complete the login? |
| **Set Expectations & Close** | Reinforce value and appreciation. | Thank you for your assistance with this. This step will allow our dispute team to implement the enhanced strategy for your file. If you have any questions at any point, please don’t hesitate to reach out. |
**🚨 Important Note:** We cannot disclose the exact nature of the new dispute strategy we are implementing, but it aims to take a more aggressive approach with the disputes for Experian, given that it is this bureau in particular that has the strictest investigation process.
## Internal Workflow
### Step-by-Step Process
1. **Receive Credentials**
- Obtain the client’s Experian username and password securely via phone or SMS.
2. **Login to Experian**
- Attempt to log in using the provided credentials.
3. **Two-Factor Authentication**
- Request the one-time verification code from the client.
- Enter the code to complete the login.
- Click the Experian logo
- [](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/upon-logging-in.png)
4. **Disable Repeated Verification**
- Go to settings, disable the need for a security code to ensure future access.
- [](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/turn-off-code.png)
5. **Set/Confirm Security Questions**
- Establish a security question if there is none yet, otherwise, make note of the existing answer to the security question
- [](https://wiki.getcrownedcredit.com/uploads/images/gallery/2026-04/settings.png)
6. **Document in DisputeFox**
- Navigate to the client’s profile.
- Enter the Experian login credentials and relevant notes in the **“Additional Information”** section.
7. **Notify the Dispute Team**
- Send a message to the Whatsapp groupchat saying "Client Name Experian logins added to DF"
8. **Update "Experian Logins Needed"** **tracker**
***DisputeFox Note Format:***
Experian Username:
Experian Password:
Experian PIN:
Answer to security question in Experian:
# Escalation Triggers & Chain
**This page defines all escalation triggers and the escalation chain at Crowned Credit — covering when to escalate, who to contact, response time expectations, and resolution tracking.**
This page defines the complete **Escalation Triggers and Escalation Chain** for Crowned Credit Customer Service. Every CSR must know when to escalate, who to escalate to, and how fast to act. Proper escalation protects the client, the company, and the CSR. When in doubt, escalate. It is always better to involve leadership on something small than to mishandle something significant.
## The Escalation Principle
Escalation is not a sign of failure - it is a sign of professionalism. The escalation chain exists because certain situations carry legal, financial, or reputational risk that exceeds the authority of a frontline CSR. Knowing the boundaries of your role and escalating appropriately is one of the most important skills in this job.
## Immediate Escalation Triggers (Same Response - Do Not Delay)
These situations require escalation within the **same response or call**. Do not wait. Do not try to handle it alone. Tag Team Lead immediately.
| Trigger | Escalate To | Reason |
|---|
| Client threatens chargeback or bank dispute | Team Lead then Manager | Financial risk plus potential CROA issue |
| Client mentions attorney, lawsuit, or legal action | Manager then Jethro | Legal exposure requiring executive response |
| Client threatens BBB complaint or regulatory filing | Team Lead then Manager | Serious reputation and compliance risk |
| Client is verbally abusive or making threats | Team Lead immediately | Safety, HR, and liability issue |
| Client reports fraud or unauthorized charges | Billing (Khryzza) plus Manager | Financial accuracy and legal obligation |
| Client requests a refund | Team Lead then Khryzza | Refund policy review is required before any commitment |
| Duplicate charge confirmed | Khryzza (Billing) immediately | Must be voided and corrected same day |
| Client threatening social media post or public review retaliation | Team Lead then Manager | Reputation management and brand protection |
| Client reports someone else used their information to sign up | Manager plus Jethro immediately | Potential fraud, legal obligation to investigate |
| Trigger | Escalate To |
|---|
| Payment extension beyond 7 days requested | Khryzza (Billing Lead) |
| Client asks to change billing plan or pricing | Khryzza plus Team Lead |
| Client asks about reactivation after 2 or more months | Khryzza for invoice setup and new onboarding |
| Client has 3 or more unresolved complaints in a single conversation | Team Lead |
| Client asks technical credit questions beyond CSR knowledge | Credit Case Specialist |
| Dispute result appears to have an error (wrong items listed, wrong amounts) | Dispute Team Lead |
| Client has not been responsive for 30 or more days | Team Lead for re-engagement strategy |
| Level | Role | Handles | Contact Method |
|---|
| Level 1 | CSR | All standard requests, scripts, and routine client questions | GHL chat, SMS, phone |
| Level 2 | Team Lead | Complaints, unhappy clients, pre-approval for refunds, serious concerns | Discord DM plus GHL note |
| Level 3 | Manager or Khryzza | Billing disputes, refunds, payment plan changes, chargebacks, legal threats | WhatsApp group chat plus Discord |
| Level 4 | Jethro (CEO) | Legal threats requiring executive decision, major refunds, media threats, suspected fraud | Direct message to Jethro immediately |
| Level | Role | First Response SLA | Resolution Target |
|---|
| L1 - CSR | Customer Service Rep | SMS: 15 min / Email: 2 hrs / Phone: answer or callback in 1 hr | Standard issues resolved on same contact |
| L2 - Team Lead | Team Lead | 15 minutes after escalation notification | 2 to 4 hours from escalation |
| L3 - Manager or Billing | Khryzza or Manager | 30 minutes after escalation notification | Same business day |
| L4 - CEO | Jethro | As soon as possible | Judgment call based on complexity |