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

To

maintainMaintain client engagement and trust when phone outreach fails,fails. Make video creation scalable — any CCS can record a polished update at high volume. Reduce time-per-video by deliveringusing a short,fixed personal video update that gives clients an overview of their file, reminds them of important next steps,scaffold and recommendspre-written onescenario smallscripts. actionOptimize content to maintainaddress theirchurn credit.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 1:30Re-record. Slow down, add a reminder, or close with a stronger call-to-action.CTA. Do not pad with filler. If over 2:30CutRe-record. theTighten credit-tipSection sectionB andor re-record.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).

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 UpdateFixed Structure & Duration Allocation

Every Loom follows the same five-segment scaffold. Segments A, C, D, and E are standardized; Segment B is scenario-coded (1:30see –Section 2:30)6).

Section

TimingSegment Purpose Duration Type 1.A. OpeningIntroName + company, acknowledge missed call, state purpose10 – 15 secGreet client, identify yourself, set the toneStandardized 2.B. FileResults OverviewSummary45What – 75 secWalk through what is happeningchanged on their filereport (scenario-coded)35 – 55 secSemi-Standardized 3.C. RemindersWhat We're Doing Next15Next dispute round + strategy escalation25 – 2535 secOne or two relevant reminders — not a full listStandardized 4.D. ActionableWhat RecommendationYou Should Do15CM access, avoid interference, optional actions20 – 2030 secOne small, specific thing they can do this weekStandardized 5.E. Expectations + CloseTimeline, reassurance, CTA10 – 15 secInviteStandardized reply,Total confirm1:40 next– step,2:30 warm sign-off

StepSegment 1:A Opening— Intro (10 – 15 seconds) [Standardized]

• Greet the client by name.

time Identifyof yourselfday + state your name and that you are with Crowned Credit.company. Acknowledge youthe triedmissed to reach them by phone.call. TellState themthe whatpurpose thisof videothe is about in one sentence.video.

Example:Script: "HiGood [Name],morning/afternoon]! thisThis is [Your Name] from Crowned Credit. IWe tried givingto reach you ato callnotify earlieryou andof wantedyour recent dispute round's results. We'd love to sendconnect youfurther — but in the meantime, here's a quick video update on your file so you do not miss anything.file."

StepSegment 2:B File— OverviewResults Summary (4535 – 7555 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 coreheart of the video.video Walk— throughgive whatit isroom.

happening

Segment onC their— fileWhat inWe're plainDoing language:Next (25 – 35 seconds) [Standardized]

• For Round Results videos: Which round just completed, what was challenged, what came back, any score movement, and what is going out inConfirm the next round.dispute round is already in motion.
• For Failed Payment videos: Which payment did not go through,Reassure the reasonclient inthat plainstrategy Englishescalates (cardover declined, insufficient funds, expired card, etc.), the impact on their file if not resolved, and the next retry date.time.
• ShareMention youradaptive screentactics whenwithout it adds clarity — for example, showing their progress in the portal.

Keep it factual. No promises about specific score outcomes or removal timelines.overpromising.

Important:Script: Never"Our showdispute anotherteam client'sis informationalready on screen. Confirm onlyreviewing the activeresults client'sfrom filethis isround visibleand beforepreparing sharingthe yournext screen.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."

StepSegment 3:D Reminders— What You Should Do (1520 – 2530 seconds) [Standardized]

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

• LogRemind 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 theyour client portal to view the full round results and updatedkeep documents.tabs Keepon your credit utilizationmonitoring. lowWhile (generalwe're bestactively practicedisputing, —try underto 30%).avoid Payapplying allfor any new credit or making major changes to your open accounts on— time,that everygives time. Do not apply for new credit during active dispute rounds unless we have discussed it. Update payment method inus the portalcleanest ifpath aforward. cardOne isthing expiringthat orwould hashelp changed.this Checkweek: email[single andspecific SMSaction — importante.g., 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.closes']."

Optional actions to choose from (pick one only):

Check credit utilization on each card and bring any above 30% down. "This week, setSet up autopay for at least your minimum payments soon nothingopen slips through."accounts. "This week, logLog into yourthe portal andto review the items we just challenged so you know exactly where your file stands."challenged. "This week, update yourUpdate payment method in the portal soif wea cancard resumeis yourexpiring fileor withoutchanged. delay."Confirm contact info in the portal is up to date.

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

StepSegment 5:E — Expectations + Close (10 – 15 seconds) [Standardized]

• InviteSet themthe timeline for the next milestone (next round, next check-in).

Reassure briefly. Close with a clear CTA 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.back.

Example: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,questions in the meantime, just reply to this message or give us a call back when you have a minute. I will check in again on [next milestone].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-01Great 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-01Good: 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-02Good: minimal deletions + positive score movement"We saw positive movement this round. Most notably, these accounts were deleted: [list account names/types]." MIXED-01Mixed: 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-02Mixed: 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-01No 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-02No 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.

7.9. 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]"

8.10. 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]

9.11. 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.

10.12. Quality Checklist Before Sending

• Length is between 1:30 and 2:30 (target ~2:00)
• Client's first name is correct
• FileCorrect detailsscenario code identified (roundRound number,Results) scoreor movement,correct paymentfailure reason)reason arestated accurate(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 IncludesOne oneoptional specificaction reminderrecommended and— onenot smalla actionable recommendationlist Audio is clear, video is steady, background is professional Loom is renamed clearly before sending