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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 and Customer Service representative must know this flow cold — it defines your daily work and the client's first impression of Crowned Credit.

📋 Flowchart OverviewNote
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 1021 days, escalateaccount becomes qualified for suspension.

Step 1: Verify Documents (DisputeFox)

    Log in to TeamDisputeFox LeadNavigate immediately.to Documents Phase/ 1POA —Section DayConfirm 0:all Paymentrequired Confirmeddocuments (Firstare 2uploaded: Hours)

    The

    ID momentSSN paymentProof of Address Any additional required documents Verify document quality:
      Image is confirmedclear (not blurry, cut off, or too dark) All information is Dayreadable 0.(Name, EverythingAddress, inDOB, thisID phaseNumber) must happen within 2 hours of purchase notification.

      Important:

      If any document Stepis 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 Createmissing or updateunclear GHL→ contactDO recordNOT withproceed purchaseNotify details Onboarding Specialist GHL Contacts Within 1 hour 1.4 Addthe client to Onboardingupload Pipelineclear —and Stage:complete "Newcopies 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.

      Step 2: Verify Service Agreement

        Go to the Overview Tab Confirm agreement status shows SIGNED

        Important:

          If agreement is not signed → DO NOT proceed Instruct the client to log in to the portal and complete signing

          PhaseStep 23: —Access DayCredit 1:Monitoring Portal(SmartCredit)

          &
          FirstGo to the Account Tab in DisputeFox Locate the client’s Credit Monitoring credentials Log in to SmartCredit using the provided username and password

          If login fails:

            Stop the process Contact (24 Hours)
            Step Action Owner Tool SLA 2.1 Confirmthe client receivedto portalconfirm correct credentials — follow
            up
            via
            SMS

            Step if4: noCheck response

            Credit OnboardingReport 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 cardStatus (orUp-to-Date W-2),Check)
              In SmartCredit, click the menu (three lines) in the upper-right corner
              Select Order Reports and ProofScores of Address

              Determine

              Onboardingreport Specialiststatus: GHL
              DayIf 1report is 14 2.4days Schedule Orientation Call for Day 2old or Dayless 3→ (48–72 hours from signup) Onboarding Specialist GHL Calendar Day 1 2.5 Update GHL pipeline stageproceed to "AwaitingStep Documents6 +If Orientationreport Call"is Onboarding15 Specialistdays GHLor Pipelineolder Day→ 1proceed to Step 5

              PhaseStep 35: —Order DaysUpdated 2–3:Report Orientation(If CallNeeded)

              Click Order Updated StepReport Actionand OwnerScores Tool SLA If 1 free update is available → proceed with ordering If 3.1no free update is available: Conduct OrientationStop Callthe (15–20process min)Instruct —the welcomeclient client,to set expectations, confirm portal access Onboarding Specialist Aircall + GHL Day 2–3 3.2 Log detailed call noteslog in GHLand immediately after — tone, concerns, goals stated Onboarding Specialist GHL Notes Within 30 min of call 3.3 Scheduleorder the fullupdate Onboardingmanually Call for Day 5–7 OnboardingStep Specialist6: GHLImport CalendarCredit DuringReport Orientation(DisputeFox) Call In DisputeFox, click 3.4New: Import Credit Report Send(red SmartCredittab) setupClick instructionsSave: ifImport client hasn'tStep completed7: yetAssign OnboardingAccount Specialist GHL SMS Day 2–3 3.5 Update pipelineGo to "Orientationthe CompleteAccount —Tab AwaitingSet OnboardingAssigned Call"To Onboardingas: 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.

              PhaseStep 58: — Days 5–7:Send Onboarding CallConfirmation & Handoff(GHL)

              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 pipelineGo to "OnboardingGoHighLevel Complete"(GHL) Onboarding Specialist GHL Pipeline Same day 5.6 Send warmonboarding handoffcompletion 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, escalateconfirmation to the client

              Ask for their preferred due date for the monthly invoice

              Onboarding TeamComplete LeadSMS

              immediately:

              Hi,

              this is [Agent] Triggerfrom ActionCrowned Credit. I’m just Client has not respondedcalling to anylet contactyou byknow Daythat 5Escalateyour credit reports have already been forwarded to Teamour LeadDispute —Team. flag

              You forcan interventionexpect updates on your file within about 30–35 days. During this time, you may receive letters from creditors or cancellationcredit review

              bureaus. ClientYou requestsdon’t cancellation during onboardingTransfer immediatelyneed to Team Lead — do not handle cancellations solo Client refusesrespond to submitthem, requiredjust documentsupload byany Dayletters 7Notifyyou Team Lead — dispute process cannot begin without documents SmartCredit failsreceive to pullyour oneclient orportal moreso bureaus after 48 hours of troubleshootingEscalate toour Dispute Team andcan Teamreview Leadthem Clientfor isyou. aggressive,

              If threateningthere chargeback,are any important updates during the dispute round, one of our Credit Specialists will reach out to you. You may also receive updates through email or makingSMS.

              legal

              If threats

              Escalateyou have any questions or concerns, feel free to Managerreach —out doto notus engageanytime. aloneWe're Onboardinghere notto completehelp. by Day
              10
              Mandatory
              escalation — must be resolved or closed

              Preferred Due Date SMS

              "Quoted text in gold-bordered boxes like this" — These are scripts and
              ✅ 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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