Process Flowchart
This page maps the complete onboarding process step by step — from the moment a client pays to the day their first disputes go out — so every Onboarding Specialist knows exactly what to do and when to do it.
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.
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.
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.
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 |
|---|---|---|
| Portal | GHL contact record created and complete | ☐ |
| Portal | Client portal credentials sent and confirmed received | ☐ |
| Portal | Onboarding pipeline stage correct | ☐ |
| Documents | Government-issued photo ID received and uploaded | ☐ |
| Documents | Social Security card (or W-2/1099) received and uploaded | ☐ |
| Documents | Proof of address received (dated within 60 days) and uploaded | ☐ |
| Documents | Signed service agreement on file | ☐ |
| Credit Monitoring | SmartCredit account set up — all 3 bureaus pulling | ☐ |
| Credit Monitoring | Initial credit report saved to DisputeFox | ☐ |
| Credit Monitoring | Baseline scores recorded (all 3 bureaus) | ☐ |
| DisputeFox | DisputeFox profile complete — SSN, DOB, address | ☐ |
| DisputeFox | Assigned to Crowned Credit 4 | ☐ |
| Calls | Orientation call completed (Days 2–3) | ☐ |
| Calls | Onboarding call completed (Days 5–7) | ☐ |
| Handoff | Transition note written in GHL | ☐ |
| Handoff | CSR notified in Discord with warm handoff | ☐ |
| Handoff | Dispute Team notified — ready for Round 1 | ☐ |
| Handoff | GHL 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 5 | Escalate to Team Lead — flag for intervention or cancellation review |
| Client requests cancellation during onboarding | Transfer immediately to Team Lead — do not handle cancellations solo |
| Client refuses to submit required documents by Day 7 | Notify Team Lead — dispute process cannot begin without documents |
| SmartCredit fails to pull one or more bureaus after 48 hours of troubleshooting | Escalate to Dispute Team and Team Lead |
| Client is aggressive, threatening chargeback, or making legal threats | Escalate to Manager — do not engage alone |
| Onboarding not complete by Day 10 | Mandatory 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.
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.