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Client Onboarding Communication Scripts

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 Planclient Pricingcan (Current)

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.
PlanOnboarding StepSetupWho FeeCompletesMonthlyStatus FeeNotesTracking
EssentialClient portal created in DisputeFox$150CSR$149/monthBestGHL fornote clients+ withstage fewer negative itemsupdate AcceleratedOnboarding tutorial link sent to client$249CSR$200/monthMostGHL popular — full servicenote MomentumDriver license copy received$1,095Client (one-time)uploads via portal$200/monthPremiumDisputeFox —document best for complex fileslog Proof of address received (utility bill or bank statement)Client uploads via portalDisputeFox document log Social Security card copy received (or 2 POA alternatives)Client uploads via portalDisputeFox document log SmartCredit or MFSN enrolled - Premium planClientGHL note with credentials Service agreement reviewed and signedClient via portalDisputeFox agreement log Onboarding complete message sentCSRGHL note

Portal Creation Notification Script

SmartCreditSend Monitoring:this $29.95/monthimmediately —after paidcreating directly bythe client portal in DisputeFox:

SMS - Portal Just Created

Hey [Name]! Check your email. I have just finished completing your client portal. You should have the login in your email and we highly recommend downloading our mobile app - it makes the entire onboarding process much easier. Please watch this tutorial first before completing onboarding: https://getcrownedcredit.com/onboarding/ - It shows you exactly what to SmartCredit.do. NotCompleting billedonboarding byincorrectly can result in processing delays. Send us a message here when completed. - Crowned Credit.Credit

Document Collection Scripts

WelcomeSMS Message- —Requesting PostAll PurchaseOnboarding Documents

Welcome to Crowned Credit,Credit! {{contact.first_name}}!To 🎉get We'restarted so excited to start this journey with you. Here's what happens next: 1. You'll receive an email withon your onboardingcredit intakefile, formwe —will need the following documents:

Required Documents:
- Driver License Copy
- Proof of Address (Utility Bill or Bank Statement)
- Social Security Card Copy

For credit monitoring, please complete this within 24 hours 2. Our team will setsign up yourhere: SmartCredithttps://www.smartcredit.com/crownedcredit

monitoringOnce portalenrolled, (checkplease send us your emailusername and password.

Thank you for thechoosing invite)Crowned 3. Once setup is complete, your dispute analyst will begin reviewing your file 4. First round results: approximately 30-45 daysCredit! Questions? ReplyCall toor thistext messageus anytime.at We're(336) here310-0090.

for you! —- Crowned Credit Team

OnboardingSMS Intake- ReminderFollowing (24Up hours)on Specific Missing Documents

Hi {{contact.first_name}}[Name], we are so close to completing your onboarding! We are just a friendly reminder that we're waiting on the following from you: [LIST SPECIFIC MISSING ITEMS]. Once we have those, our dispute team can get started on your intakefile formright away. Please send them as soon as you can so we do not lose any time!

SMS - No Social Security Card Available (Alternative Documents)

If you do not have your Social Security card available at the moment, no worries. You may instead provide us with 2 Proof of Address documents (for example, two utility bills or a utility bill and a bank statement). Please send those and we will be able to getproceed started!from Thethere.

sooner

Credit Monitoring Enrollment Scripts

SMS - Asking Client to Set Up SmartCredit

Hi [Name], we receiveneed it,your the3-bureau soonercredit wereport canto begin working on your credit.file. Please complete it here: [LINK] Takes about 5 minutes. — Crowned Credit Team

SmartCredit Setup Instructions

Hi {{contact.first_name}}, to get started, please sign up for SmartCredit using this link: [SMARTCREDIThttps://www.smartcredit.com/crownedcredit LINK] Use the email address on file with us. The subscription is billed directly by SmartCredit (this is separate from your Crowned Credit service).- Once your account is active,enrolled, please send us your login credentialsusername and password so our team can access your report and begin preparing your disputes. If you have any trouble signing up, let us know right away!

SMS - SmartCredit Plan Upgrade Required

We are one step away from completing your onboarding and beginning your first round of disputes. We noticed your SmartCredit subscription is currently on the disputeBasic process.plan. Please log in and upgrade to the Premium plan - since we need your full 3-bureau report, the Premium plan is the most effective and cost-efficient option for your goals. Once upgraded, let us know and we can get started!

Billing Date Setup Scripts

SMS - Asking for Preferred Billing Date

We are setting up your monthly billing schedule going forward. What day of the month works best for you to be billed starting next month? Please let us know and we will adjust it accordingly.

SMS - Confirming Billing Date

Thanks! We have adjusted your billing date to the [DATE] of each month. Your next payment will be due on [NEXT DATE]. Let us know if anything else comes up!

Service Agreement Scripts

SMS - Only Remaining Step is Signing Agreement

Almost done with your onboarding! All we need now is for you to review and sign the service agreement. Please log in to your portal using the link below and look for the agreement section: https://getcrownedcredit.scorexer.com/Portal/login.jsp - Use your portal login credentials to sign in and complete this final step. Send us a message once it is done!

Onboarding Completion Scripts

SMS - Onboarding Successfully Completed

Thank you, [Name]. Your reports have anybeen questions!

successfully

Firstsubmitted Roundto Startingour Confirmation

Dispute
GreatTeam news,and {{contact.first_name}}you —are now on your firstway disputetoward roundimproving hasyour officiallycredit! begun!Once Ourthe teamdisputes isare reviewingfiled, it typically takes about 30 to 35 days for the bureaus to respond. After that, we will update your credit report nowand send you the results via email. We will keep you informed throughout the process and willshare submitany disputesimportant toupdates all three bureaus withinalong the next 48-72 hours. The bureaus have 30 days to respond. We'll update you as soon as results come in.way. In the meantime, heredo arenot yourhesitate actionto items:reach ✅out Keepif credityou cardhave balancesany belowquestions. 30% of the limit ✅ Make all payments on time ✅ Avoid applying for new credit while disputes are processing We're rooting for you! —- Crowned Credit
Team

Contact and Support Information to Share with New Clients

If you have any questions about the process or need clarification at any point, please do not hesitate to call or text us at (336) 310-0090. We are here to help and want to make sure your experience is as smooth as possible. You can also reach us by email at info@getcrownedcredit.com.

App Download Information

SMS - Sending App Download Links

Download the Credit Tracker app to track your progress on the go:

Apple App Store: https://apps.apple.com/us/app/credit-tracking/id6477532250
Google Play Store: https://play.google.com/store/apps/details?id=app.credittracker

Log in using your portal credentials once installed.

Common Onboarding Delays and How to Handle Them

Delay ReasonAction Client has not submitted documents after 3 daysSend gentle reminder SMS. Offer to help if they are having trouble uploading. SmartCredit enrollment incompleteResend signup link. Offer to walk them through it on a call if needed. Service agreement not signed after 48 hoursResend portal link with specific instructions on where to find the agreement. Client does not have Social Security cardAccept 2 proof of address documents as an alternative. Client has MFSN instead of SmartCreditProceed with MFSN if they already paid. Recommend switching at next billing cycle.

Results vary based on individual credit profiles and are not guaranteed.

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