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Orientation Call

This page gives you the full script, checklist, and goals for the Orientation Call — thewhich firstshould livebe conversationdone withafter everyonboarding newhas client,been whichcompleted. This sets the tone for theirthe entireprogram journeyand withmanages Crownedexpectations Credit.early on.

Orientation Call — Script & Checklist

The Orientation Call is the firsttime livewhere conversationwe betweencan anset Onboardingclient Specialistexpectations andearly aon newto client.avoid Itany shouldmisconceptions occurabout withinthe 48–72process, hoursas ofwell signup.as Thisprovide issome akey relationship-buildingreminders callto —make notsure athe technicalprocess deepgoes dive.smoothly. Keep it warm, confident, and energizing.

📋 Call Overview
Duration: 15–205-10 minutes
Goal: Welcome the client, set expectations, build trust, and scheduleprovide theall Onboarding Callreminders
Tone: Warm, professional, confident — like a trusted advisor, not a call center agent
Tools Open: GHL (contact record), SmartCredit (ready but not yet reviewing)

Pre-Call Checklist

Complete these tasks before dialing:

Task Done?
Confirm if onboarding has been completed ☐ Review the client's GHL contact record — know their name, plan, signup date ☐ Confirm portal access has been sent and whether client confirmed receipt☐ Check if client has replied to any automations or sent messages☐ Have the call script open and ready ☐ Aircall is active and you are set to "Available"Unavailable" if you are making an outbound call ☐ GHL note template is ready to fill during the call☐

Call Script

Opening (2 minutes)

[Agent]: "Hi, may I speak with

Hi {{contact.first_name}}?"

, [Client confirms]

[Agent]: "Hey {{contact.first_name}}! Thisthis is [Your Name] callingAgent] from Crowned Credit.Credit How— arejust you doing today?"

[Allow clientwanted to responddo —a listen,quick don'torientation rush]

after [Agent]:your "That's great to hear. I'm reaching out because you recently joined the Crowned Credit family, and I want to personally welcome youonboarding and make sure you'reeverything allis setclear upon andyour feelingend. confidentSo about the road ahead. Does this a good time to chat for about 15 minutes?"

Confirmation & Warm Welcome (2–3 minutes)

[Agent]: "I want you to know — you've made a really smart decision. A lotas of people talk about fixing their credit for years, but you actually took action. That matters. We're going to be right here with you every step of the way.

Quick overview of who I am: my name is [Name], and I'm your Onboarding Specialist here at Crowned Credit. My job is to make sure your first two weeks with us go smoothly — getting your account fully set up, walking you through how everything works, and making sure you feel confident before we hand you off to your dedicated support team."

Portal Confirmation (2–3 minutes)

[Agent]: "First things first — did you receive the email with your portal login? It would have come from the Crowned Credit email address, and it's got your username and a link to set your password."

[If YES]: "Perfect! Were you able to log in and take a look around?"
[If NO]: "No problem at all — let me resend that right now. [Resend in GHL]. Check your inbox in the next couple minutes, and also peek in your spam folder just in case. While we're on the call, let me know if you see it come through."

Process Overview (5–7 minutes)

[Agent]: "Let me give you a quick overview of how the Crowned Credit process works, so you know exactly what to expect.

Step one — we're going to pullnow, your credit reports fromhave allalready threebeen bureaus:forwarded Equifax,to Experian,our Dispute Team, and TransUnion.you’re Weenrolled doin thisthe through[Essentials/Accelerated/Momentum] Plan at [$99 per month/$199 per month/a toolone calledtime SmartCredit.fee Inof $1095].

Your plan is billed monthly [except for Momentum], and it also includes our next90-day call,refund we'llpolicy go throughin the report together and identify the negative items we're going to target.

Step two — once we know what we're working with, our dispute team gets to work. We're going to send formal dispute letters to the credit bureaus on your behalf, challenging anything that's inaccurate, outdated, or unverifiable. The bureaus have 30–45 days by law to respond.

Step three — we review what came back. Itemsevent that wereno removed are wins for you — you'll see your score go up. Any items that weren't removed, we build a new strategy and go again. Most clients go through 2–4 rounds of disputes before we've done everything we can.

Step four — graduation! When your credit profile is as clean as we can get it, we celebrate with you, give you a summary of all the wins, and set you up with strategies to maintain and grow your score going forward."

[Pause for questions]: "Does that make sense so far? Any questions before I continue?"

Timeline & Expectations (2 minutes)

[Agent]: "I want to set realistic expectations here, {{contact.first_name}}. Credit repair is not overnight — I'm sure you've heard that. But it is very real, and clients who go through this process consistently see significant improvements in their scores.

Most of our clients start seeing movement within 60–90 days of the first dispute round going out. The full journey typically takes anywhere from 3 to 12 months, depending on how manymajor negative items are onremoved yourwithin reportthat andtimeframe. howIn complexterms theyof are.

The most important thingtimeline, you can doexpect your first set of results within about 30 to 35 days, since that’s the standard investigation period with the credit bureaus.

Client Responsibilities

“While we’re working on your endfile, is:there are a few important things on your end:

    Keep an eye out for messages in the portal from our dispute team

    If you receive any letters from creditors or the bureaus, don’t respond when we reach out, get us your documents as soon as possible, and don't open new credit lines or miss any existing payments while we're working. Your job is to not make things harderthem — ourjust job is to do the heavy lifting."

    Documents Request (2 minutes)

    [Agent]: "To get started, I need three things from you — and the sooner you getupload them to us,your theclient soonerportal so our team can review

    Make sure to keep your credit monitoring subscription active so we can startcontinue sendingaccessing disputes.

    your 1.reports

    A government-issued photo

    Avoid IDmaking payments on any collections or charge-offs that are currently being disputed

    But continue making on-time payments on any active accounts you have.”

    Normalize Fluctuations

    “Also, just a heads up — driver'your credit score may fluctuate during the process, and that’s license,completely passport,normal orwhile statedisputes ID.
    are 2.ongoing.”

    Proof

    Where ofUpdates Happen

    “All updates will be posted in your currentclient addressportal —on thisa canmonthly basis, so that will be a utility bill, bank statement, or any official document with your namemain andplace addressto datedtrack withinprogress. theWe last 60 days.
    3. A signed authorization form — we'llalso send thisa toprogress yourreport email,through itemail.”

    just

    Support gives+ usAccessibility

    legal

    If permissionanything toimportant disputecomes up on your behalf.

    file, Youone canof sendour theseCase rightSpecialists throughwill yourreach portal,out orto you directly. And of course, if you ever need anything, you can replyalways to any of our emails. Which would be easiest for you?"

    Schedule Onboarding Call (2 minutes)

    [Agent]: "Our next step is the Onboarding Call — that's where we actually pull up your credit report together and go through everything in detail. It takes about 30–45 minutes and it's really eye-opening for most people.

    I'm going to send you a scheduling link right now. What days and times generally work best for you?"

    [Log preferred times in GHL. Send calendar link via SMS.]

    Close (1 minute)

    [Agent]: "{{contact.first_name}}, I'm really glad we connected today. You're in good hands — I promise you that. If anything comes up before our next call, just shootgive us a textcall at 336-310-0090 — we’re here to help.

    Closing

    That’s everything on my end — do you have any questions for me right now, or replyanything you’d like me to anyclarify? of[If ournone,] emailsThank you for your time, and we'll get back to you quickly.

    You'll be hearing from me soon. Havehave a greatgood rest of your day!"

    day.

    Post-Call Checklist

    Task Done?
    Log call notes in GHL contact record (summary + client mood + concerns)☐
    Update pipeline stage to "Orientation Call Complete" ☐ SendRelay schedulingany linkadditional forconcerns Onboardingto Callthe viaappropriate SMSagent if there are any ☐ SendIf documentthe requestclient follow-up email/SMS if documentsdid not yetpick receivedup and it went to voicemail, send them the orientation SMS instead ☐ Resend portal access if client hadn't received it☐ Tag any concerns or special notes in GHL for Team Lead visibility☐

    Orientation SMS Template

    Disclaimer:Hi Results{{contact.first_name}}, varythis basedis [Agent] from Crowned Credit-Onboarding. I just wanted to give you a quick recap on individualyour onboarding.

    Your credit profilesreports have been successfully submitted to our Dispute Team, and you’re enrolled in the (Essentials/Accelerated/Momentum Plan) for ($99/$199)/month. [End at Momentum Plan for clients on Momentum.]

    Your plan is billed monthly and it includes a 90-day refund policy if no major negative items are notremoved. guaranteed.Most clients begin to see initial results within 30–35 days.

    While we’re working on your file, please keep the following in mind:
    • Check your client portal regularly for updates and messages from our Dispute Team
    • Keep your credit monitoring subscription active
    • Upload any letters you receive to your portal (no need to respond to them)
    • Avoid making payments on collections or charge-offs that are being disputed
    • Continue making on-time payments on your active accounts

    Please note that your credit score may fluctuate during the process this is completely normal. Updates will be posted in your client portal on a monthly basis.

    If anything important comes up, one of our Case Specialists will reach out to you. You can also contact us anytime at 336-310-0090 if you need assistance.

    We’re excited to work with you and help you reach your credit goals!

    [Agent]
    Crowned Credit cannot– guaranteeOnboarding

    specific outcomes, score increases, or removal timelines.
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