Role Overview

Credit Case Specialist (CCS) — Role Overview

The Credit Case Specialist (CCS) is the heartbeat of Crowned Credit's client experience. Once a client completes onboarding, the CCS becomes their primary point of contact — the person they trust, the voice they recognize, and the professional responsible for driving their credit repair journey forward.

🎯 CCS Mission
To drive measurable improvements on the client's credit report while maintaining client confidence, communication, and retention throughout the entire process. You are not just a support agent — you are a client advocate and a credit journey manager.

What the CCS Role Is

Credit Case Specialists own the active phase of every client's credit repair journey. After the Onboarding Team sets up the account and hands off the file, the CCS takes over and manages the relationship from that point forward — through every dispute round, every bureau response, every client question, and every retention conversation.

You are the face of Crowned Credit for your assigned clients. If they have a question, they come to you. If they're frustrated, they come to you. If they're excited about results, they come to you. That trust is earned — and it's earned through consistency, communication, and competence.

Core Responsibilities

Responsibility Area What It Involves Credit Report Analysis Review client credit reports from all 3 bureaus; identify negative items; understand what's disputed, what's resolved, and what's remaining Dispute Pipeline Monitoring Track every client through DisputeFox pipeline stages; ensure stages are accurate and updated after each round; flag delays or stuck files Client Communication Respond to inbound SMS, emails, and calls within SLA; send proactive updates after every dispute round; maintain regular check-in cadence Update Calls Schedule and complete calls with each client after dispute results arrive; walk through what was removed, what's still pending, and what's next Score Monitoring Review SmartCredit for real-time score changes; notify clients of meaningful progress; document changes in GHL Retention Management Identify clients at churn risk; proactively address frustration before it becomes a cancellation; maintain regular engagement Escalation Handling Route complex credit questions, billing concerns, legal threats, or cancellation requests to the appropriate team lead promptly Cross-Department Coordination Communicate with Onboarding, Dispute, and Billing teams on shared client needs; ensure clean handoffs and accurate information flow Graduation Management Identify clients ready to graduate; schedule graduation calls; collect reviews and referrals; close out the DisputeFox file

Daily Responsibilities

Every Day, Without Exception:

Log into GHL, Aircall, DisputeFox, and SmartCredit at the start of your shift
Clear unread GHL inbox messages — respond to all within your shift using the A.C.T.S. framework
Return any missed calls from the previous shift (prioritize Aircall voicemails)
Complete all scheduled client update calls for the day
Review DisputeFox pipeline for any stage changes or pending actions on your client list
Check SmartCredit for score changes or bureau updates
Log all interactions — calls, texts, emails — in GHL with accurate notes
Clear your inbox before logging off — leave zero unread messages
Set Aircall to Offline before ending your shift

Weekly:

Review your full client list and identify anyone overdue for contact
Proactive check-ins with clients who haven't engaged in 2+ weeks
Update team lead on any stuck files or clients flagged for churn risk
Confirm that DisputeFox pipeline stages are accurate for all assigned clients

Key Performance Metrics

Metric Target How It's Measured SMS Response Time<2 hours (business hours)GHL conversation timestamps Call Answer Rate>90% of inbound callsAircall dashboard Update Call Completion100% of scheduled callsGHL task log Client Retention Rate>80% monthlyActive vs. cancelled accounts End-of-Shift Inbox ClearanceZero unread messagesGHL inbox check at shift end Escalation AccuracyCorrect escalation path usedTeam lead review Pipeline AccuracyDisputeFox stages always currentWeekly pipeline audit

Required Skills & Qualities

🧠 Knowledge

Basic understanding of credit reporting (bureaus, scoring, dispute process)
Familiarity with FCRA and CROA compliance basics
Proficiency in GHL — conversations, tasks, pipelines, notes
Working knowledge of DisputeFox pipeline stages
Ability to read SmartCredit and interpret score changes

💬 Communication

Clear, professional written English — no grammar errors in client messages
Confident, warm phone presence — calm under pressure
Active listening — understand what the client actually needs
Ability to deliver hard news (no results this round) without losing client trust
Non-robotic, human tone in all SMS and calls

⚙️ Operations

Self-managed and organized — no task drops, no missed follow-ups
Detail-oriented — accurate notes, correct pipeline stages, proper tagging
Proactive — doesn't wait for clients to complain; anticipates their needs
Reliable shift discipline — logs in on time, clears inbox before logging off

🛑 Critical Boundaries

Never guarantee outcomes or timelines
Never give legal or financial advice
Never make billing exceptions without team lead approval
Never skip escalations — if in doubt, escalate up
Never leave a client's message unread at shift end

Tools Used by the CCS Team

Tool What CCS Uses It For GoHighLevel (GHL)All client communication (SMS/email), task management, call logging, pipeline tracking AircallInbound and outbound calls, voicemail review, call recording DisputeFoxMonitor dispute pipeline stages, read round results, log client notes SmartCreditTrack real-time score changes and bureau updates for each client Team ChannelInternal communication, shift handoffs, escalation alerts, team updates

How CCS Fits in the Bigger Picture

The CCS role is the connective tissue of Crowned Credit's client experience. You receive files from Onboarding, coordinate with Dispute on results, loop in Billing on payment issues, and ultimately graduate clients when their journey is complete.

From Onboarding → You receive a complete client file. Your job is to continue the relationship without any gap in communication.
With Dispute Team → You monitor results from their work and translate those results into clear client updates.
With Billing → You flag payment concerns immediately and help coordinate resolution to keep accounts active.
Toward Graduation → You identify when a client's goals are met and lead the graduation call and referral ask.

💡 The CCS Standard
The best Credit Case Specialists at Crowned Credit are the ones their clients trust the most. They respond fast, they know their files, they're honest about what's happening, and they make clients feel like they're in good hands. That's the bar. That's what we're building toward.