CSR Foundations

• Department Overview
• Client Lifecycle Overview
• Daily Workflow Snapshot
• Organizational Structure

Department Overview

Customer Service at a Glance

Welcome to the Customer Service Department at Crowned Credit. This team is the primary point of contact for all active clients and plays a critical role in delivering a smooth, consistent, and results-driven client experience from the moment someone signs up to the day they graduate with a transformed credit profile.

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What the CSR Department Does

The Customer Service Department manages the entire post-sale client relationship. Once a client pays and enters the system, they are entirely in our hands. We are responsible for:

• Portal Setup & Activation — Collecting documents, setting up DisputeFox and SmartCredit, and ensuring the client is onboarded correctly 
• Active Account Management — Monitoring every client's dispute pipeline, reviewing results, and communicating progress on a consistent schedule
• Client Communication — Responding to all inbound SMS, calls, and emails within our defined SLAs; proactively reaching out with updates
• Retention & Satisfaction — Handling concerns, de-escalating frustrated clients, and keeping clients engaged in the process to reduce churn
• Billing Support — Resolving payment failures, managing subscription changes, and handling billing-related disputes
• Escalation Management — Routing complex issues to the appropriate team lead or department head when they fall outside standard scope
• Graduation & Referrals — Celebrating client wins, closing out graduated accounts, and securing referral and review opportunities

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Department Structure & Team Size

The Customer Service Department is composed of three specialized sub-teams, each with a defined scope and area of ownership:

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Core Metrics & Performance Standards

Every CSR team member is measured against the following key performance indicators (KPIs). These metrics define what good performance looks like and are reviewed on a regular basis by team leads.

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Service Standards & Expectations

All team members are expected to uphold the following standards at all times. These are non-negotiable behaviors that define how Crowned Credit operates.

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Tools We Use Daily

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How to Use This SOP

This wiki is your primary reference for daily operations. It contains every process, script, and guideline needed to perform your role effectively. If it's not in here, ask your team lead — and if the answer is valuable, it will get added.

• Use this section to understand the big picture and where your role fits
• Navigate to specific books and pages for step-by-step processes
• When in doubt, follow documented procedures before making judgment calls
• If a process is outdated or wrong, flag it — don't work around it silently

Client Lifecycle Overview

This page maps the complete journey every Crowned Credit client takes — from clicking an ad to graduating with a transformed credit profile — so you understand exactly how your role fits into the bigger picture and why each step matters.

Client Lifecycle Overview

This document outlines the complete client journey at Crowned Credit — from the moment a lead clicks our ad to the day they graduate with a transformed credit profile. Every team member should understand this lifecycle so they can see how their role fits into the bigger picture.

Lifecycle at a Glance

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Phase 1: Lead Generation & Acquisition

The lifecycle begins in the digital advertising ecosystem. Crowned Credit runs Meta (Facebook & Instagram) ads targeting individuals who are credit-aware, financially motivated, and ready to take action.

How Leads Enter the System

• Meta Ads: Prospective clients click on a lead form or landing page ad optimized for purchase — not just contact info
• Landing Page: Hosted on Shopify, presenting Crowned Credit's value proposition, pricing tiers, and a clear CTA to enroll
• Payment: Clients choose a plan and pay upfront:
  • Basic Plan: setup fee
  • Standard Plan: setup fee + monthly service fee
  • Premium Plan: premium setup fee
• GHL Entry: Upon payment, the contact is automatically created or updated in GoHighLevel. Automations trigger immediately.

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Phase 2: Onboarding

Onboarding is where the client relationship is truly established. A smooth, professional onboarding experience reduces churn, sets expectations, and positions the client for success in the repair process.

Onboarding Team Responsibilities

• Send the welcome SMS and document request immediately after sign-up
• Collect all required documents: government ID, proof of address, SSN, signed agreement
• Set up SmartCredit (credit monitoring) and verify access
• Create and configure the client's DisputeFox profile
• Schedule and complete the onboarding intake call
• Set realistic expectations — timelines, what to expect from round 1, how updates work
• Hand off the file to the CCS team with a complete transition note

Onboarding Completion Checklist

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Phase 3: Active Credit Repair

Once onboarding is complete, the client enters the active repair phase. This is the longest phase — typically 3–6+ months depending on the complexity of the file. The CCS team owns the client relationship during this phase.

What Happens in This Phase

• Credit Analysis: The Dispute Team pulls all 3 bureau reports and categorizes negative items by type, age, and disputable status
• Dispute Rounds: Letters are generated and submitted to credit bureaus (Equifax, TransUnion, Experian). Each round takes 30–45 days for bureau response
• CCS Check-Ins: CCS contacts each client after every dispute round to review results, explain what was removed or updated, and preview the next round
• Score Monitoring: SmartCredit tracks score changes in real-time. CCS reviews these and informs clients of meaningful progress
• Retention Touchpoints: Monthly proactive outreach to ensure clients remain engaged, satisfied, and continuing to pay

Dispute Round Timeline

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Phase 4: Ongoing Support & Retention

Retention is not passive — it's an active effort. Between dispute rounds, clients need to feel supported and engaged. If they feel forgotten, they cancel.

Retention Activities

• Monthly check-in calls or SMS updates — even if there's no new dispute result
• Immediate response to any inbound client contact (within 2 hours)
• Proactive outreach when SmartCredit shows a score change (positive or negative)
• Billing team intervention when payments fail — reach out before the account gets suspended
• Addressing client frustration early before it becomes a cancellation request

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Phase 5: Graduation & Referral

Graduation is a milestone — for the client and for the team. A client graduates when they have achieved their credit goals or when the dispute process is complete and no further actionable items remain.

Graduation Process

• CCS reviews the file and confirms graduation criteria are met
• Schedule a graduation call to celebrate the client's progress
• Walk through the final credit report — show what was removed and what their score looks like now
• Provide guidance on maintaining credit health going forward
• Request a Google/Facebook review while client enthusiasm is high
• Ask for referrals — "Do you know anyone else who could benefit from what we did for you?"
• Close out the DisputeFox file and update GHL to "Graduated"

Daily Workflow Snapshot

Daily Workflow Snapshot

This page outlines the standard daily schedule and task checklist for all Customer Support Representatives (CSRs) at Crowned Credit. Following this workflow ensures consistent client experience, no tasks fall through the cracks, and every shift ends with a clean handoff.

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Shift Start — First 30 Minutes

The first 30 minutes of every shift are for orientation and setup. 

✅ Startup Checklist

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Morning Block — Hours 1–3

The first active working block is focused on urgent messages and high-priority callbacks. Start with what's most time-sensitive.

Morning Tasks

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Midday Block — Hours 3–5

The midday block is for structured work — update calls, special tasks, follow-ups on processing issues.

Midday Tasks

• Complete scheduled client update calls — walk through dispute round results, answer questions
  
• Respond to any new inbound SMS/messages received 
• Flag any billing concerns to the Billing team with GHL notes and a direct notification
• Resolve credit monitoring issues and notify the Dispute Team through Whatsapp accordingly
• Respond to any support requests from other departments in the Customer Support Discord channel

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Afternoon Block — Hours 5–7

The afternoon block focuses on making sure that all urgent and pending tasks are resolved and accounted for.

Afternoon Tasks

• Follow up on any open tasks from earlier in the shift that weren't resolved
  
• Review your task list and close or reschedule any incomplete items
• Check GHL inbox again for any new messages that came in since morning
• Update GHL notes for any relevant client interactions that happened today
• Coordinate with team members on any shared client concerns or escalations
• Follow up on review requests from clients that had a positive experience

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Shift End — Last 30 Minutes

The end-of-shift routine is just as important as the startup. A clean close ensures the next shift starts without confusion.

✅ End-of-Shift Checklist

Organizational Structure

Organizational Structure

Crowned Credit operates with a lean, distributed team of 45 employees across the Philippines, Nigeria, Colombia, and the Dominican Republic. This page outlines how the Customer Service department in particular is structured, who owns what, and how departments work together.

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Company Leadership

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CSR Department Overview

Crowned Credit's Customer Service Department is organized into 3 core departments, each with a defined scope and team lead:

1. Onboarding Department

2. Billing Department

3. Credit Case Specialists (CCS)

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Reporting Structure

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Team Distribution by Location

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Escalation Flow

All escalations follow a clear path. Never skip levels without cause.

1. CSR / CCS — Attempt to resolve using SOPs and available resources
2. Team Lead — Escalate if outside standard scope, client is threatening to file complaints or escalate the situation, or legal/compliance concern arises
3. CSR Manager — Escalate for cross-department issues, billing disputes over threshold, systemic problems
4. CEO — Reserve for major legal threats, refund decisions over a set amount, or company-level decisions