Onboarding Requirements
Onboarding Requirements — Documents & Verification Guide
All clients must provide valid identification and proof of address before dispute work can begin. Proper document verification is a legal requirement — we cannot send disputes on behalf of a client without verifying who they are.
🚨 Why Documents Are Non-Negotiable
Credit bureaus require that dispute letters come from the actual consumer. Without verified ID and proof of address, our dispute letters lack legal standing and will be rejected. Do not begin dispute processing for any client whose documents are incomplete. This protects the client AND the company.
Required Documents — Standard List
Every client must provide all three of the following. There are no exceptions to proceedthis withrequirement onboardingunless andspecifically disputeauthorized processing.by Properthe verificationTeam supports accuracy, compliance, and timely processing.Lead.
Primary
RequiredDocuments#
Document Type
Requirement
Notes
Document Type1
Government-Issued Requirement
Photo ID
Driver's License (front side only), State ID, or Passport
Must be unexpired. Must show full name clearly. FRONT only — back is not accepted.
Driver’s License
2
Social RequiredSecurity forVerification
identitySocial verificationSecurity Card (preferred), W-2, or 1099 showing full SSN
Must show complete SSN. Social Security Card is preferred. W-2 or 1099 accepted as alternative.
Social Security Card
3
Must be valid and not expired
Proof of Address
(POA)
Utility billbill, bank statement, government letter, lease agreement
Must be dated within 60 days. Must show client's full legal name and current address.
⚠️ Document Quality Standards
All submitted documents must meet these standards before being accepted:
Clear and fully readable — not blurry, cropped, or cut off
All four corners visible — no folded or hidden edges
For Driver's License: FRONT side only is required
For POA: dated within the last
3060 days from the date of submission
File format: JPG, PNG, or PDF — no screenshots of screenshots
If a document does not meet these standards, reject it and request a new submission. Never upload a low-quality document to
60DisputeFox days— it will cause delays or rejection from the bureaus.
⚠️ Important:
Always verify that uploaded documents are clear, readable, and not cropped.
The front of the driver’s license is required — submitting only the back is not acceptable.
Alternative Documentation
Documents
Use the following alternatives onlyONLY when the primary required documents are genuinely unavailable. Always try for the primary first.
Primary Document
Not Available?
Accepted Alternatives
Driver's License
Client doesn't drive or license is expired
State-issued ID (non-driver)
US Passport or Passport Card
Military ID
Social Security Card
notLost, available:damaged, ·or unavailable
W-2 form
(most recent year) showing full SSN
1099 form showing full SSN
Note: last 4 digits only is NOT sufficient for dispute filing
Proof of Address
Recently moved or
1099no form.bills ·in their name
Bank statement (within 60 days)
Credit card statement (within 60 days)
Official government mail (IRS notice, DMV, etc.)
Signed lease agreement (must show current address)
Last resort:
providePO anBox alternativemay proofbe used — contact Team Lead for approval first
Special Scenarios
Client Has Recently Moved
If the client has no bills or documents at their new address yet, request a copy of
their signed lease agreement.
If the address
on their photo ID doesn't match their current address, that's fine — use a separate POA document for the current address.
Always record the client's CURRENT address in DisputeFox, not
previouslythe submitted.address on their ID.
Client Opts Out of POA Submission
A client may decline to send a POA document.
In this case, the client must still provide their current address verbally or in writing.
Notify the Dispute Team — they will generate a POA internally from the address provided.
Document this exception in the GHL notes: "Client declined POA submission — address confirmed verbally. Dispute Team notified."
Client Has No Supporting Documents at All
This is rare but happens. Escalate to Team Lead before proceeding.
As a last resort, a PO Box address may be used — but only with Team Lead approval.
Do not begin dispute processing until this is resolved.
Client's Name Does Not Match Documents
If there is a name discrepancy (e.g., nickname on account vs. legal name on ID), always use the legal name from the government ID for DisputeFox and dispute letters.
Note the discrepancy in GHL.
If the mismatch is significant (different last name, etc.), flag to Team Lead — may indicate fraud risk.
Document Upload Procedure
Follow these exact steps every time a document is received:
·
IncludeReceive document — via email, GHL upload, or SMS photo
Review quality — check clarity, completeness, date (if applicable), and name match
Reject if substandard — immediately reply requesting a clearer copy. Never upload blurry or cropped documents.
Upload to GHL — go to the
client's contact record → Files tab → Upload document with descriptive filename (e.g., "JohnDoe_DriversLicense_2026.jpg")
Upload to DisputeFox — go to the client's profile → Documents → Upload the same document
Update GHL custom field — mark "Documents Received: Yes" once ALL three are on file
Log a note in GHL: "All documents received and uploaded — [date]. ID: [type]. SSN doc: [type]. POA: [type]."
Document Follow-Up Schedule
If documents are not submitted promptly, follow this schedule:
Day
Action
Channel
Day 1Initial document request sent with full list of what's neededSMS + Email
Day 3Follow-up SMS — friendly reminder with specific list of what's still missingSMS
Day 5Phone call to assist client — offer to walk them through the submission processAircall
Day 7Final urgent SMS — explain that dispute work cannot begin without documentsSMS
Day 10Escalate to Team Lead — flag as "Documents Overdue"Discord to Team Lead
✅ Document Verification Checklist
Before marking documents as "complete" in GHL, confirm all of the following:
☐ Photo ID received — unexpired, front side, full name visible, all four corners shown
☐ SSN document received — full SSN
orvisible the(not just last
44)
digits,☐ wherePOA applicable.received Driver’s— Licensedated notwithin available:
60 ·days, Passport
· State-issued ID
Proof of Address (POA) not available:
· Bank statement.
· Any official government or financial institution letter showing the client’client's full name and current address.
address Noshown
POA☐ Scenarios
Scenario
Required Action
New tenant or recently moved
Request a copy of the lease agreement.
No supportingAll documents available
uploaded to GHL Request(Files atab)
PO
☐ BoxAll asdocuments auploaded lastto resort.DisputeFox profile
☐ GHL custom Clientfield optsupdated: out"Documents ofReceived: POAYes"
submission
☐ GHL note Clientwritten mustconfirming stillall providedocuments anreceived address;and thetypes Disputenoted
Team
☐ willSigned generateservice theagreement POA.on file (separate from ID documents)
