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Process Flowchart

Onboarding Process — Complete Flowchart & Timeline

The Onboarding Process flowchart maps every step from client payment to active dispute status. Every Onboarding Specialist must know this flow cold — it defines your daily work and the client's first impression of Crowned Credit.

📋 Flowchart Overview
Total onboarding window: 7 business days from client signup.
Target: 80%+ of clients fully onboarded within 7 days.
If a client is not onboarded within 10 days, escalate to Team Lead immediately.

Phase 1 — Day 0: Payment Confirmed (First 2 Hours)

The moment payment is confirmed is Day 0. Everything in this phase must happen within 2 hours of purchase notification.

Step Action Owner Tool SLA
1.1 Receive new client notification from GHL automation Onboarding Specialist GHL / Discord Immediate 1.2 Check for existing GHL contact — search by email and phone Onboarding Specialist GHL Contacts Within 30 min 1.3 Create or update GHL contact record with purchase details Onboarding Specialist GHL Contacts Within 1 hour 1.4 Add client to Onboarding Pipeline — Stage: "New Client — Portal Creation" Onboarding Specialist GHL Pipeline Within 1 hour 1.5 Create DisputeFox client profile Onboarding Specialist DisputeFox Within 2 hours 1.6 Send portal access credentials to client via email + SMS Onboarding Specialist GHL / Aircall Within 2 hours
⚠️ Critical: First Impression Window
The first 2 hours after purchase are the highest-risk period for buyer's remorse. Speed and professionalism in this window directly determines whether the client stays or cancels. Never batch new client setup — handle each one immediately.

Phase 2 — Day 1: Portal & First Contact (24 Hours)

Step Action Owner Tool SLA
2.1 Confirm client received portal credentials — follow up via SMS if no response Onboarding Specialist GHL SMS Day 1 morning 2.2 Send onboarding tutorial link: getcrownedcredit.com/onboarding/ Onboarding Specialist GHL SMS / Email Day 1 2.3 Send document request: Gov ID, Social Security card (or W-2), and Proof of Address Onboarding Specialist GHL Day 1 2.4 Schedule Orientation Call for Day 2 or Day 3 (48–72 hours from signup) Onboarding Specialist GHL Calendar Day 1 2.5 Update GHL pipeline stage to "Awaiting Documents + Orientation Call" Onboarding Specialist GHL Pipeline Day 1

Phase 3 — Days 2–3: Orientation Call

Step Action Owner Tool SLA
3.1 Conduct Orientation Call (15–20 min) — welcome client, set expectations, confirm portal access Onboarding Specialist Aircall + GHL Day 2–3 3.2 Log detailed call notes in GHL immediately after — tone, concerns, goals stated Onboarding Specialist GHL Notes Within 30 min of call 3.3 Schedule the full Onboarding Call for Day 5–7 Onboarding Specialist GHL Calendar During Orientation Call 3.4 Send SmartCredit setup instructions if client hasn't completed yet Onboarding Specialist GHL SMS Day 2–3 3.5 Update pipeline to "Orientation Complete — Awaiting Onboarding Call" Onboarding Specialist GHL Pipeline Same day as call

Phase 4 — Days 3–5: Document Collection & SmartCredit Setup

Step Action Owner Tool SLA
4.1 Follow up on outstanding documents — SMS on Day 3, phone call on Day 5 if still missing Onboarding Specialist Aircall + GHL Days 3 and 5 4.2 Verify submitted documents are clear, readable, front side shown, within date range Onboarding Specialist GHL / Email Same day received 4.3 Upload verified documents to GHL and DisputeFox client profile Onboarding Specialist GHL + DisputeFox Within 24 hours of receipt 4.4 Confirm SmartCredit is set up and pulling all 3 bureaus (Equifax, Experian, TransUnion) Onboarding Specialist SmartCredit Day 3–5 4.5 Pull initial credit report from SmartCredit — READ ONLY, do not order new report Onboarding Specialist SmartCredit Day 3–5 4.6 Save credit report to DisputeFox — record baseline scores from all 3 bureaus Onboarding Specialist DisputeFox Day 3–5 4.7 Update DisputeFox profile: SSN, DOB, current address, assign to Crowned Credit 4 Onboarding Specialist DisputeFox Day 3–5
🚫 CRITICAL — SmartCredit: READ ONLY
NEVER order, refresh, or buy a new credit report in a client's SmartCredit account. Only pull the existing/most recent report. Ordering a new report costs the client money without their consent. This is an absolute rule — violation results in immediate termination.

Phase 5 — Days 5–7: Onboarding Call & Handoff

Step Action Owner Tool SLA
5.1 Conduct Onboarding Call (30–45 min) — review credit report, explain strategy, confirm docs Onboarding Specialist Aircall + SmartCredit + GHL Day 5–7 5.2 Confirm all documents are on file before closing the call Onboarding Specialist GHL During call 5.3 Log detailed notes in GHL — credit concerns, target items, client goals Onboarding Specialist GHL Notes Within 30 min of call 5.4 Write transition note for CSR: personality, concerns, goals, key report items Onboarding Specialist GHL Notes Same day 5.5 Update pipeline to "Onboarding Complete" Onboarding Specialist GHL Pipeline Same day 5.6 Send warm handoff message to assigned CSR in Discord Onboarding Specialist Discord Same day 5.7 Notify Dispute Team: client is ready for Round 1 — DisputeFox profile complete Onboarding Specialist Discord Same day

Complete Onboarding Checklist

Use this checklist to verify every client is fully onboarded before marking them complete. Every item must be checked before handoff.

Category Requirement Status
PortalGHL contact record created and complete☐ PortalClient portal credentials sent and confirmed received☐ PortalOnboarding pipeline stage correct☐ DocumentsGovernment-issued photo ID received and uploaded☐ DocumentsSocial Security card (or W-2/1099) received and uploaded☐ DocumentsProof of address received (dated within 60 days) and uploaded☐ DocumentsSigned service agreement on file☐ Credit MonitoringSmartCredit account set up — all 3 bureaus pulling☐ Credit MonitoringInitial credit report saved to DisputeFox☐ Credit MonitoringBaseline scores recorded (all 3 bureaus)☐ DisputeFoxDisputeFox profile complete — SSN, DOB, address☐ DisputeFoxAssigned to Crowned Credit 4☐ CallsOrientation call completed (Days 2–3)☐ CallsOnboarding call completed (Days 5–7)☐ HandoffTransition note written in GHL☐ HandoffCSR notified in Discord with warm handoff☐ HandoffDispute Team notified — ready for Round 1☐ HandoffGHL pipeline updated to "Onboarding Complete"☐

Escalation Triggers During Onboarding

If any of the following occur, escalate to the Onboarding Team Lead immediately:

Trigger Action
Client has not responded to any contact by Day 5Escalate to Team Lead — flag for intervention or cancellation review Client requests cancellation during onboardingTransfer immediately to Team Lead — do not handle cancellations solo Client refuses to submit required documents by Day 7Notify Team Lead — dispute process cannot begin without documents SmartCredit fails to pull one or more bureaus after 48 hours of troubleshootingEscalate to Dispute Team and Team Lead Client is aggressive, threatening chargeback, or making legal threatsEscalate to Manager — do not engage alone Onboarding not complete by Day 10Mandatory escalation — must be resolved or closed
✅ You Know You're Done When...
The client is in the "Onboarding Complete" stage in GHL, all documents are uploaded, both calls are logged, DisputeFox profile is complete with the credit report saved, the transition note is written, and the CSR + Dispute Team have both been notified. Don't close out until every single box is checked.
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