Role Guide: Renewal and Follow-Up Rep
For Renewal and Follow-Up Reps. After this page you will know how to run every follow-up cadence, look after funded clients, handle declined merchants with honest options, and spot renewal moments without pushing anyone into more debt.
Track: Strategic Funding · Role: Renewal and Follow-Up Rep · Time to complete: 30 min
What you own
Most of the money a funding desk earns over time comes from people it has already spoken to: merchants who went quiet, merchants who were declined, and clients who were funded. You own those relationships:
- Follow-up cadences for no-shows, unsigned applications, missing documents and quiet leads.
- Funded client care: a thank-you, a check-in, and a watch for real future needs.
- Renewal watch: spotting when a funded client may be eligible for more funding and when it would actually help them.
- Declined merchant care: an honest explanation path, a re-check date and real alternatives.
- Opt-out accuracy: every "stop" honored the moment you see it, in every system.
Daily rhythm
| Part of shift | Focus |
|---|---|
| Start of shift | Check in. Open today's follow-up tasks by cadence: docs pending, offers out (log status only), funded check-ins, renewal watch, declined re-checks, nurture. |
| First block | Time-sensitive work first: docs pending and any "offer out" files that need a status update for the closer. |
| Middle blocks | Funded client check-ins and renewal watch calls. Declined re-checks. |
| Later blocks | Nurture calls and emails to quiet leads, West Coast follow-ups. |
| End of shift | Every touched record has a next task. Opt-outs synced. End-of-shift report. Check out. |
The cadences you run
Your campaign sets the exact cadences. These are the Narqix defaults.
| Cadence | Touches (consented channels only) |
|---|---|
| New lead not reached | Day 0: call within 5 minutes, text and email with the application link, second call 2 to 3 hours later. Day 1: call and email. Day 2: text. Day 4: call. Day 7: helpful email. Day 10: call. Day 14: closing email. Then monthly nurture. |
| Docs pending | Reminder 2 hours after the request, call at the end of the merchant's day, text the next morning, call on Day 2, escalate on Day 3. Every touch lists the exact missing items. |
| Offer out | You only check status and log it. The closer or founder handles the conversation. Offers can change or expire. |
| Funded | Day 1 thank-you. Day 30 check-in. Then renewal watch at the funder's eligibility point. |
| Declined | Reason code and a re-check date, often 60 to 90 days, or tied to credit repair milestones. |
| Nurture | Monthly helpful touch: one useful message, no pressure. |
Renewal watch: doing it right
A renewal is additional funding for a client who already has funding. It can help a growing business. It can also bury a struggling one. The Narqix standard is simple: we only talk renewal when it may genuinely help the client.
- Funders set their own eligibility point, often when a meaningful share of the current advance is repaid. The processing team tells you the point for each funded file.
- Before a renewal call, look at what the client told us last time and any notes from the funded file.
- Ask how business is, what has changed, and whether they have a real use for funds.
- If they are struggling to make current payments, a renewal is not the conversation. Note it and escalate.
- Also listen for other needs: equipment, real estate, cards, an SBA loan, or consolidation. Pass them to the right product path.
Coach's note: the best renewal reps ask more questions about the business than about the money. "How did the new oven work out?" builds more trust than "You're eligible for more funding." Trust is why a client picks up when you call, and why they refer friends.
KPIs that matter
| KPI | Narqix standard |
|---|---|
| Docs-pending conversion | Campaign target |
| Revived leads (quiet leads that return to an active stage) | Campaign target |
| Funded check-ins completed on time | 100% |
| Renewal capture (eligible renewals that resubmit, when appropriate) | Campaign target |
| Cross-product referrals | Campaign target |
| Opt-out accuracy | 100% |
| Complaints | Zero |
Handoffs
You receive work from: Lead Qualifiers (unreached and unqualified leads), Document Chasers (stalled files, Day 3), Processors (funded and declined files), and the closer (offer outcomes).
You pass work to: Lead Qualifiers (revived leads ready to re-qualify), Document Chasers (renewal files that need fresh documents), and your lead (anything involving default, hardship or complaints).
Common mistakes
- Treating the cadence as a quota. If the merchant said "not now, call me in March", put it in March.
- Sending the same text over and over. Each touch should be useful and different.
- Calling a client about a renewal when the notes show they were struggling to pay.
- Telling a declined merchant "you'll definitely be approved next time".
- Forgetting to sync an opt-out to the dialer and texting platform.
Never do this: never pressure a client into more funding, never use false urgency ("this offer expires tonight" when you do not know that), never discuss collections or default terms, and never tell a merchant to stop paying a funder.
Escalation rules
Escalate to your lead the same shift, and to a founder the same day through your lead, when:
- A funded client says they cannot make payments, are in default, or are being contacted by collections
- A merchant mentions a lawyer, a lawsuit, a complaint or a regulator
- A merchant asks you to delete their data
- A merchant is upset about how often they were contacted
Check yourself
- A docs-pending merchant has not responded for 3 days. What happens?
- A funded client tells you business is slow and payments are hard. Do you mention a renewal?
- What should every docs-pending touch include?
- A declined merchant asks, "If I wait 90 days, will I get approved?" What do you say?
- A merchant replies "STOP" to a text. List everything you do.
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