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.

1. Objective

To maintain client engagement and trust when phone outreach fails, by delivering a short, personal video update that gives clients an overview of their file, reminds them of important next steps, and recommends one small action to maintain their credit.

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
If under 1:30	Slow down, add a reminder, or close with a stronger call-to-action. Do not pad with filler.
If over 2:30	Cut the credit-tip section and re-record. 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

Open the client's file in GHL and DisputeFox side by side.
Review the last round of dispute results, current credit score, and any open items.
For failed payment cases, confirm which payment failed, the reason code, and the next retry date.
Have the client's first name visible so you use it correctly on camera.
Check your camera, mic, lighting, and background. Be presentable — this is a client-facing touchpoint.
Smile before you hit record. It carries through on video.

5. Loom Update Structure (1:30 – 2:30)

Section	Timing	Purpose
1. Opening	10 – 15 sec	Greet client, identify yourself, set the tone
2. File Overview	45 – 75 sec	Walk through what is happening on their file
3. Reminders	15 – 25 sec	One or two relevant reminders — not a full list
4. Actionable Recommendation	15 – 20 sec	One small, specific thing they can do this week
5. Close	10 – 15 sec	Invite reply, confirm next step, warm sign-off

Step 1: Opening (10 – 15 seconds)

Greet the client by name.
Identify yourself and that you are with Crowned Credit.
Acknowledge you tried to reach them by phone.
Tell them what this video is about in one sentence.

Example: "Hi [Name], this is [Your Name] from Crowned Credit. I tried giving you a call earlier and wanted to send you a quick video update on your file so you do not miss anything."

Step 2: File Overview (45 – 75 seconds)

This is the core of the video. Walk through what is happening on their file in plain language:

For Round Results videos: Which round just completed, what was challenged, what came back, any score movement, and what is going out in the next round.
For Failed Payment videos: Which payment did not go through, the reason in plain English (card declined, insufficient funds, expired card, etc.), the impact on their file if not resolved, and the next retry date.
Share your screen when it adds clarity — for example, showing their progress in the portal.
Keep it factual. No promises about specific score outcomes or removal timelines.

Important: Never show another client's information on screen. Confirm only the active client's file is visible before sharing your screen.

Step 3: Reminders (15 – 25 seconds)

Pick one or two relevant reminders. Do not list everything:

Log into the client portal to view full results and updated documents.
Keep credit utilization low (general best practice — under 30%).
Pay all open accounts on time, every time.
Do not apply for new credit during active dispute rounds unless we have discussed it.
Update payment method in the portal if a card is expiring or has changed.
Check email and SMS — important updates may be waiting.

Step 4: Small Actionable Recommendation (15 – 20 seconds)

Give them one small, specific thing they can do this week to support their progress. Examples:

"This week, take five minutes to check your credit utilization on each card and try to bring any above 30% down before your next statement closes."
"This week, set up autopay for at least your minimum payments so nothing slips through."
"This week, log into your portal and review the items we just challenged so you know exactly where your file stands."
"This week, update your payment method in the portal so we can resume your file without delay."

Note: Keep it specific and doable. One action, not a list.

Step 5: Close (10 – 15 seconds)

Invite them to reply or call back at their convenience.
Confirm the next step on your side (next dispute round, next retry date, next check-in).
Thank them and end warmly.

Example: "If you have any questions, just reply to this message or give us a call back when you have a minute. I will check in again on [next milestone]. Thanks [Name], talk soon."

6. 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.

7. Sending the Loom

Record in Loom and let it process.
Rename the Loom with a clear title — for example: "Round 3 Update — [Client First Name]" or "Quick Update on Your Account — [Client First Name]".
Copy the share link.
Send the link via SMS AND Email through GHL. Many clients prefer to watch on a bigger screen.
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]"

8. 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]
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]

9. 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.

10. Quality Checklist Before Sending

Length is between 1:30 and 2:30
Client's name is correct
File details (round number, score movement, payment reason) are accurate
No other client's information visible on screen
No promises, guarantees, or restricted CROA language
Includes one specific reminder and one small actionable recommendation
Audio is clear, video is steady, background is professional
Loom is renamed clearly before sending