Schwab RT Web 5.0 edelivery Notifications & Confirms User Guide

Transcription

1 Schwab Retirement Technologies, Inc. Schwab RT Web 5.0 edelivery Notifications & Confirms User Guide Delivery of notifications and confirmations via mobile phone text is not available at this time. Before activating the edelivery feature, please contact Schwab RT Client Services for best practice recommendations. ( or

2 Schwab RT Web edelivery-notifications and Confirms August, 2011 The material contained herein is proprietary to Schwab and for informational purposes only. The information is not intended to provide tax, legal or investment advice. Schwab does not guarantee the suitability or potential value of any particular information source. Certain information presented herein may be subject to change. The information or material contained in this document may not be copied, assigned, transferred, disclosed or utilized without the express written approval of Schwab. The Charles Schwab Corporation provides services to retirement plans and participants through its subsidiaries: Charles Schwab & Co., Inc.(Member SIPC), Charles Schwab Bank, Schwab Retirement Plan Services, Inc., Schwab Retirement Plan Services Company and Schwab Retirement Technologies, Inc. (Schwab RT). Schwab RT is engaged in developing and licensing proprietary retirement plan recordkeeping systems to independent Third Party Administrators. For further information, contact Schwab Retirement Technologies, Inc. at 4529 Sharon Road, Charlotte, NC 28211, USA. Web site: schwabrt.com Schwab Retirement Technologies, Inc. All rights reserved.

3 Table of Contents Overview... 4 Fast Track... 5 Best Practices... 6 The Participant Experience Online Enrollment... 7 edelivery Options... 8 Personal Contact Options The Participant Experience Post-Enrollment If edelivery Options Are Incomplete If edelivery Options Are Complete Participant Disclosures Sample Notifications Sample Text Notifications Configuring Administration Options Enabling and Defining edelivery Options Enabling Participant Contact Options on the Web Customizing Content Managing CMA Workflow Validate Participant Workflow Create edelivery Letters Workflow Recordkeeping Options Appendix: Participant Validation... 43

4 Overview Schwab RT s edelivery feature allows participants to choose how they wish to be notified of changes to their account, by , mobile phone text message, or paper (mail). Participants can choose a different delivery method for each of the following categories of account activity: Financial Transactions, Personal Information, and Security Information. edelivery offers the following features and benefits: Automatic delivery of notifications and confirmations in real time via or text. Suppression of PIN and Password changes in notifications. Ability to capture and update edelivery preferences and contact information during and after the enrollment process. Allows participants to immediately validate their when it is changed on the Web. Automatic generation of paper confirmation letters via SchARP workflow. Customizable content for , text, and paper notifications and confirms. Flexible system and plan level options let administrators determine the default delivery method for the plan and which options are available for participants to select. The following illustration demonstrates the edelivery process using a sample timeline of participant activity: August 2011 Schwab Retirement Technologies Page 4 of 46

5 Fast Track The following Fast Track provides a high-level procedural roadmap for configuring and using edelivery Notification and Confirm options across all applications. Define edelivery Options for the System Go to the System Options page in Schwab RT Admin and do the following: (See page 25 for details) Determine which delivery options (Paper, , or Text) are offered to plan participants for each activity category (Financial, Personal, and Security. Applies to all plans unless overridden by plan level settings. In the Address to Receive ecommunication From field, indicate the from address to use for communications sent to participants. Admin Options Define edelivery Options for the Plan If you plan to do initial testing with a limited number of plans (Best Practice), or have some plans that require different edelivery settings, go to Plan Options/Environment Options in Schwab RT Admin and define the settings there. Plan setting override system-level settings. (See p. 25 for details) Enable Participant Options for the Plan Go to Plan Options/Environment Options in Schwab RT Admin and enable the Participant Options that allow participants to change the address, postal address, and phone information. (See page 27). Customize Content (optional) Go to Content Manager in Schwab RT Admin and modify the default content of the participant validation , disclosure statements, and related edelivery content, as needed. (See page 28) SchARP Options RK Options Create and Schedule Validate Participant workflow. (See page 33) Create and Schedule Create edelivery Letters workflow, if applicable. (See page 36) Maintain Participant Contact Information (optional) Use the Information page in Participant Maintenance/C004 to maintain contact information. (See page 40) Add Mobile Phone Carriers to the System Go to the Text Carrier Setup window, located under User Maintenance in RK SQL System Maintenance/C282, and add mobile phone carriers and Web domains to the system. (Required for delivery of text messages.) (See page 41) Identify Incomplete Contact Information (optional) In Plan Maintenance/C001, go to Data Validation tab (Activity Controls) and select Test 13. (See page 42) Participant Web Options Choose edelivery Options and Provide Contact Information a. Online Enrollment Select the desired edelivery options and provide current address, postal address, and telephone information. (See page 7) b. Post-Enrollment If the participant enrolls without selecting edelivery options, the system prompts for edelivery preferences and required contact information on first logon. After that, participant can change edelivery options and update contact information anytime on the Participant Summary page. (See page 11) August 2011 Schwab Retirement Technologies Page 5 of 46

6 Best Practices Observing the following Best Practices recommendations will help to ensure optimal performance of edelivery features for your participants: Testing edelivery with a Limited number of Plans When first implementing edelivery for your site, we recommend that you enable it for a limited number of plans before you enable it at the system level. After testing and fine-tuning the edelivery feature with the test plans, you can use the system option to enable edelivery for all plans, if desired. Customizing Content of Disclosure Statements and Validation We recommend that you use Content Manager to customize the content of the that the system automatically sends participants to validate their addresses, as well as the and text disclosure statements. For more information, see Customizing Content. For a consolidated review of the validation process, refer to the Appendix. Excluding edelivery Plans from Existing Generate Reports Workflow If you want to enable edelivery options for some plans but not others, you must run two separate SchARP processes to generate paper confirmation letters, as indicated below: IF edelivery is. Enabled for the plan Not enabled for the plan THEN confirm letters are generated through. SchARP business activity Create edelivery Letters SchARP business activity Generate Reports (or manually via Report Generator/cp50) If you have the Generate Reports business activity set to run automatically, you must modify the workflow parameters to exclude any plans that use edelivery. If any plans that use edelivery are processed by the Generate Reports business activity, participants will receive paper confirmations even if they have opted for and/or text delivery. August 2011 Schwab Retirement Technologies Page 6 of 46

7 The Participant Experience Online Enrollment Personal contact information and edelivery options are included in the Schwab RT Online Enrollment process. If this information is not captured during enrollment, the participant has the opportunity to do so after the enrollment process is complete. The Start page of the Online Enrollment wizard appears below, with a list of each enrollment step, beginning with My edelivery. August 2011 Schwab Retirement Technologies Page 7 of 46

8 edelivery Options Participant edelivery preferences are initially captured during the Online Enrollment process on the My edelivery page. For each category of activity (Financial, Personal, and Security) participants can choose to receive notifications and confirms by , mobile phone text message, or paper. Participants can choose to receive notifications by both text message, which is delivered in summarized form, and by message, if offered by the plan. If the option is enabled, the participant can choose to Opt-Out of Delivery, declining notifications and confirmations delivered via , text message, or paper (postal). When a participant opts out, it is assumed that the confirmation message presented to the participant at the time of the web transaction is sufficient means of notification and that no additional delivery of information is required This page also provides delivery options for benefit statements, and fields for updating and mobile phone information. After enrollment is complete, the participant can change edelivery preferences on the Participant Summary page in My Money Web. My edelivery Options page, Online Enrollment Note: The edelivery page also includes Statement Preference options, if enabled for the plan. August 2011 Schwab Retirement Technologies Page 8 of 46

9 Notes: The options available to the participant on this page reflect the edelivery options selected for the system or plan in Schwab RT Admin. edelivery options in Online Enrollment are required if at least one of the edelivery categories is enabled in Schwab RT Admin. For details, see Configuring Administration Options. If the participant chooses and/or text options, the system will prompt for an address and mobile phone information, respectively. Participants can provide this required information in the contact information fields at the top of the page. The Mobile phone option appears only if the following Schwab RT Admin options are enabled: - Plan level Enable Multiple Phone Numbers. - Plan level Allow ALL Participants to Change their Phone Information. - System or plan level SchwabRT edelivery options, and at least one of the categories allows Text delivery. For details, see Configuring Administration Options. If the participant completes the enrollment process without completing edelivery options, the system automatically prompts for edelivery preferences the first time the participant logs in to My Money Web. The system will also prompt for the participant s address and phone information, if necessary. August 2011 Schwab Retirement Technologies Page 9 of 46

10 Personal Contact Options During the Online Enrollment process, the participant s postal address, emergency phone number, and address (if not already provided) is captured on the My Information page, shown below. After enrollment is complete, the participant can enter or modify the contact information on the Participant Summary page in My Money web. My Information page, Online Enrollment The options available to the participant on this page reflect the options selected for the system or plan in Schwab RT Admin. For details, see Configuring Administration Options. August 2011 Schwab Retirement Technologies Page 10 of 46

11 The Participant Experience Post-Enrollment If edelivery Options Are Incomplete If the participant did not select the edelivery options during enrollment, and if at least one edelivery option is enabled in SchwabRT Admin, the participant will automatically be presented with a page of edelivery options (shown below) the first time they log in to their account. Once the participant submits the selected options, the home page automatically appears. Going forward, participants can change their edelivery preference at any time using the Participant Summary page. This page also gives participants an opportunity to add or modify their address and/or mobile phone information. The options available to the participant on this page reflect the options selected for the system or plan in Schwab RT Admin. For details, see Configuring Administration Options. Note: The edelivery page also includes Statement Preference options, if enabled for the plan. August 2011 Schwab Retirement Technologies Page 11 of 46

12 Contact Information Requirements If the participant chooses an delivery option but has not yet provided an address, the system displays the following prompt: If the participant chooses a text delivery option but has not yet provided a mobile phone number and carrier, the following prompt appears: and mobile information update fields, shown below, are provided at the top of the page. Disclosures When an or text delivery option is selected, the required disclosure statement is displayed for acceptance by the participant. After the participant accepts the disclosure, the confirmation page appears. For sample disclosures, see Participant Disclosures. For important information on customizing disclosure content, see Customizing Content. Exiting Without Submitting Choices If the participant logs out without submitting edelivery choices, the following prompt appears. August 2011 Schwab Retirement Technologies Page 12 of 46

13 If edelivery Options Are Complete After enrollment is complete, participants can modify their contact information and edelivery options at any time by visiting the Participant Summary page in My Money Web. The Participant Summary page, shown below, provides options for contact information, phone information (home, work and mobile), and delivery preferences. The options displayed to the participant reflect the settings selected in the corresponding Schwab RT Admin options. For details, see Configuring Administration Options. Participant Summary page, My Money Web Note: To enable participants to view and modify all phone numbers on the Web, the Enable Multiple Phone Numbers and Allow ALL Participants to Change their Phone Information options must be enabled under Plan Options> Environment Options>Participant Options in Schwab RT Admin. For details, see Enabling Participant Contact Options on the Web. August 2011 Schwab Retirement Technologies Page 13 of 46

14 Contact Information Participant can update their contact information at any time using the options provided on the Participant Summary page. The ability to update contact information is controlled by the Participant Options section of the Plan Options>Environment Options page in Schwab RT Admin. For details, see Enabling Participant Contact Options on the Web. Note: Recordkeepers can maintain the participant s contact information using the Identification window in Participant Maintenance/C004. Address The address is required if the participant elects to receive estatements or notifications by . When you click Update Address on the initial screen display, the update options appear, allowing the user to enter or modify the address. After the address is entered and processed, the system automatically inserts a Validate Now prompt next to that address on the Participant Summary page, as shown below: If the participant clicks the Validate Now link, a confirmation page appears and the link changes to Pending Validation. The system immediately sends a validation to the participant. When the participant responds, the address validation is processed and the system is updated. This is an automatic process that does not require scheduling of the SchARP Validate Participant Addresses business activity; however, the content of both types of validation s is identical. As a best practice, we recommend that you customize the content of the validation for your site using the Validation option in Content Manager. The default content reads: Please validate your for the (TPA) Recordkeeping system by clicking here. After clicking the link, the following message appears: Thank you for validating your address! For more information, see Validation Content and Validate Participant Workflow. For a consolidated review of the validation process, refer to the Appendix. August 2011 Schwab Retirement Technologies Page 14 of 46

15 Postal Address Participants can change their postal address using Change Address link. The link and the resulting Address Change form are shown below. Phone Information When the participant clicks Update Phone Information, the display changes to allow for updates to home, work, and mobile number, as well as mobile carrier. Requirement: In order to send text messages to participants, mobile phone carrier domains must be added to the system. For details, see Text Carrier Setup in the Recordkeeping Options section of this document. August 2011 Schwab Retirement Technologies Page 15 of 46

16 Delivery Notifications The final section of the Participant Summary page provides options that participants can use to indicate their delivery preference for statements and confirmations/notifications. Statement Preference Participants can update their statement preference at any time by selecting from the available delivery options in the Statement Preference field and saving the change. The available options reflect the estatement settings defined in Schwab RT Admin. For more information on estatements, refer to SchARP estatement User Guide. Notifications/Confirmations For each category of activity (Financial, Personal, and Security) participants can choose to receive notifications and confirms by , phone text, or paper, based on edelivery options defined in Schwab RT Admin. If all delivery methods are offered, Participants can choose between paper and online delivery ( and/or mobile phone text message). Participants can also choose to opt out and decline delivery of notifications and confirmations. Note: The date displayed to the right of each category indicates the date on which the participant accepted the consent disclosures required for and text delivery. August 2011 Schwab Retirement Technologies Page 16 of 46

17 The various activities included in each of the categories are itemized below: Activity Category Financial Transactions Personal Information Activities Includes changes to Savings or Contribution Rate Future Investment Elections Transfers and Realignments Includes changes to Beneficiary Information Benefit Statement Preference edelivery Preference(s) Security Includes changes to Web password Alternate Id Secret Q & A Address Postal Address When the participant changes any of the current settings, the Save Delivery Notification Preferences button appears, allowing the change(s) to be saved. The date of change appears at the right. August 2011 Schwab Retirement Technologies Page 17 of 46

18 Participant Disclosures The following disclosures are displayed to participants when they choose to receive communications by and/or text. The following standard disclosure text is provided in Content Manager (Schwab RT Admin) and can be customized for your site as needed. estatement Preference Disclosure The benefit statement disclosure appears when the participant selects the edelivery Statement Preference option. For details on modifying disclosure content, see Customizing Content. edelivery Disclosures for and Text The following edelivery disclosure appears when the participant selects the delivery option. August 2011 Schwab Retirement Technologies Page 18 of 46

19 This following disclosure appears when the participant selects the Text delivery option. Notes: In the and text disclosures, the text Pending and Processed Activity represents content that you may need to modify in Content Manager. If this text is not modified, you should change the pending activity menu label to match the default content. For details on modifying disclosure content, see Customizing Content. If both and Text delivery options are selected, the and text disclosures are combined in a single disclosure. August 2011 Schwab Retirement Technologies Page 19 of 46

20 Sample Notifications Participant s are sent in real time based on the type of activity requested. A separate message is sent for each activity or transaction. Examples of confirmations for each account change category (Financial, Personal, and Security) are shown below. The greeting for all uses only the first name of the participant (e.g., Dear Richard ). Note: For details on customizing messages and inserting your site s contact information, see Customizing Content. Confirmation of Change in Personal Information (edelivery Preference) August 2011 Schwab Retirement Technologies Page 20 of 46

21 Confirmation of Change in Personal Information (Statement Preference) August 2011 Schwab Retirement Technologies Page 21 of 46

22 Confirmation of Change in Security Information ( Address) August 2011 Schwab Retirement Technologies Page 22 of 46

23 Confirmation of Change in Security Information (PIN) Note: For security information changes, sensitive data such as PIN/Password values, secret question/answers, and Alternate ID changes are not disclosed in the confirmations. August 2011 Schwab Retirement Technologies Page 23 of 46

24 Confirmation of Change in Financial Transaction (Investment Elections) Sample Text Notifications Participant text messages are sent in real time based on the type of activity requested. A separate text message is sent for each activity or transaction. Due to constraints of the medium, text s are simplified versions of the standard notifications. A sample text notification follows. Confirmation of Financial Change: A {Request Type} request was received. If you have questions, contact your plan administrator. Confirmation of Security and Synoptic Change: A Request Type} request was processed to your account. If you have questions, contact your plan administrator. Notes: The From Address on the text message in not monitored by Schwab. For details on customizing text message content, see Customizing Content. For a sample paper confirmation letter generated by the SchARP, see Create edelivery Letters Workflow. Schwab is not responsible for the quality of reception or performance of individual mobile phone carriers. August 2011 Schwab Retirement Technologies Page 24 of 46

25 Configuring Administration Options Schwab RT Admin provides configuration options that you can use to enable and define edelivery options at both the plan and system level. You can also use the Admin options to customize edelivery page and content, and control which contact options are available to participants in My Money web. Enabling and Defining edelivery Options edelivery settings determine which delivery options (paper, , or text messaging) are offered to plan participants and which delivery option is set as the default for the system or plan. Plan level settings can be used to override system settings. edelivery settings are arranged in the three separate categories to allow for flexibility of choice: Financial Transactions Confirmations Includes changes to Savings or Contribution Rate, Future Investment Elections, Transfers, and Realignments. Personal Information Confirmations Includes changes to Beneficiary Information, Benefit Statement Preference, and edelivery Preference(s). Security Confirmations Includes changes to Web password, Alternate Id, Secret Q & A, Address, and Postal Address. The same edelivery Options, shown below, are available at both the system and plan level. Plan level settings override system settings. Plan level override settings are available under Plan Options/Environment Options in Schwab RT Admin. System level settings are located on the System Options page. Initial Display August 2011 Schwab Retirement Technologies Page 25 of 46

26 When you enable any of the three edelivery option, an additional set of related options appears, allowing you to choose which options are presented to the participant on the Web and which option is used as the default for the system or plan. Note: If the Opt Out option is not selected, the participant must select one of the available delivery options offered by the plan. Expanded Display Note: The Text options in the illustration above are temporarily disabled for the pilot testing phase but will be available for use after testing is completed. For important information on using the Text delivery option, see Text Delivery Requirements. Defining the From Address for Participant s The from address used for communication sent to participants is defined in Address to Receive ecommunication From field. The field is available at both the system and plan level. This field is required if you select as a Plan default. Note: If you are using our estatement feature, a separate from address field for estatement delivery is provided under the Schwab RT estatement Options in Schwab RT Admin. August 2011 Schwab Retirement Technologies Page 26 of 46

27 Enabling Participant Contact Options on the Web The Participant Options section of the Plan Options>Environment Options page provides options that allow participants to enter or modify their contact information on the Participant Summary page on the Web. Notes: The options selected above represent default settings. If enabled, the Enable Multiple Phone Numbers option allows participants to view their work phone and mobile phone numbers on the Participant Summary page. If enabled, the Allow ALL Participants to Change their Phone Information option allows all participants to change their phone information on the Participant Summary page. Text Delivery Requirements If you plan to offer the Text delivery option to your participants, the following rules must be observed: In order to use Text as the default delivery option for the system or plan, at least one mobile carrier domain must be set up on the Text Carrier Setup window in RK SQL System Maintenance/C282. The following carriers are pre-loaded in the system: Alltel, AT&T, Nextel, Sprint, SunCom, T-Mobile, VoiceStream, and Verizon. For more information, see Adding Mobile Phone Carriers to the System. In order to select the Text delivery option, if offered, the participant must provide their mobile phone number and carrier via the participant Web. To enable participants to view and modify all phone numbers on the Web, the Enable Multiple Phone Numbers and Allow ALL Participants to Change their Phone Information options (illustrated above) must be enabled in Schwab RT Admin. Note: Schwab is not responsible for the quality of reception or performance of individual mobile phone carriers. August 2011 Schwab Retirement Technologies Page 27 of 46

28 Customizing Content You can use Content Manager in Schwab RT Admin to modify default content for edelivery options, disclosures, /text notifications, and for the validation sent to participants. Online Enrollment Wizard Content If needed, you can modiy the content of the My Information and My edelivery pages in Online Enrollment by selecting the Online Enrollment Wizard page in Content Manager. All Online Enrollment content is available in this one consolidated option. Online Enrollment Wizard content is independent of the content used for post-enrollment options. Locating Specific Content In the Online Enrollment Wizard content option, the easiest way to locate the specific text that you want to change is to use the browser s Find (Ctrl+F) option to search all Online Enrollment Wizard content fields. A sample search is shown below. My edelivery Preferences Content To modify content that appears on the My edelivery Preferences page, select the Enroll edelivery Options page in Content Manager. The My edelivery Preference page is automatically presented on first login for participants who have not yet selected their edelivery options. August 2011 Schwab Retirement Technologies Page 28 of 46

29 Consent Disclosure Content (Participant Summary) To modify the estatement and edelivery disclosure displayed to participants, select the Participant Summary option in Content Manager. Each disclosure field is illustrated below, followed by the corresponding full text in blue. Red text indicates content which may need to be customized for your site. Note: You can also use the Participant Summary content option to modify available content in the Contact Information, Phone Information, and Delivery Notifications sections of the page. The following Disclosure content options are available for customization: estatement Disclosure This disclosure text appears when the participant chooses to receive paperless benefit statements. The full Content Manager text follows: By submitting your consent for edelivery and for as long as your consent remains in effect, you are agreeing to accept online delivery in place of delivery via mail for your Benefit Statements.<br /><br />An will be sent to the address on file to notify you when materials are online and available for viewing. You must have access to , the Internet, and a computer capable of viewing and downloading documents in PDF format (Adobe Acrobat Reader). You can update your address by selecting Update next to your address on this page. Disclosure This disclosure text appears when the participant chooses to receive account change confirmations and notifications by . The full Content Manager text follows: By submitting your consent for edelivery and for as long as your consent remains in effect, you are agreeing to receive in place of delivery via mail for each option listed below.<br /><br />An will be sent to the address on file to notify you when certain Financial Transactions are initiated in your account, or when Personal Information and Security Options are modified. You must have access to . You can update your address by selecting \ Update\ next to your address on this page. You also understand that information provided via is summarized. To review details about activity initiated in your account, you must have access to the Internet and a computer capable of viewing your account information by selecting \'Pending and Processed Activity\'. August 2011 Schwab Retirement Technologies Page 29 of 46

30 Text Disclosure This disclosure text appears when the participant chooses to receive account change confirmations and notifications by text. The full Content Manager text follows: By submitting your consent for edelivery and for as long as your consent remains in effect, you are agreeing to receive a text in place of delivery via mail for each option listed below.<br /><br />A text message will be sent to the mobile number on file to notify you when certain Financial Transactions are initiated in your account, or when Personal Information and Security Options are modified. You must have access to a mobile device capable of receiving text messages. Depending on the length of the message, you may receive multiple text messages. You understand that your carrier may charge a fee to have text messages delivered to your mobile device and you agree to pay for those charges. Your carrier controls the timing and delivery of your text messages. You are able to update your mobile number by selecting \ Update\ next to your mobile number on this page. You also understand that information provided via text is summarized. To review details about activity initiated in your account, you must have access to the internet and a computer capable of viewing your account information by selecting \'Pending and Processed Activity\'. Text Disclosure (combined content, if both options are selected) This disclosure text appears when the participant chooses to receive account change confirmations and notifications by and text. The full Content Manager text follows: By submitting your consent for edelivery and for as long as your consent remains in effect, you are agreeing to receive and text in place of delivery via mail for each option listed below.<br /><br />An will be sent to the address on file to notify you when certain Financial Transactions are initiated in your account, or when Personal Information and Security Options are modified. You must have access to . You can update your address by selecting \ Update\ next to your address on this page. You also understand that information provided via is summarized. To review details about activity initiated in your account, you must have access to the Internet and a computer capable of viewing your account information by selecting \ Pending and Processed Activity\.<br /><br />A text message will be sent to the mobile number on file to notify you when certain Financial Transactions are initiated in your account, or when Personal Information and Security Options are modified. You must have access to a mobile device capable of receiving text messages. Depending on the length of the message, you may receive multiple text messages. You understand that your carrier may charge a fee to have text messages delivered to your mobile device and you agree to pay for those charges. Your carrier controls the timing and delivery of your text messages. You can update your mobile number by selecting \ Update\ next to your mobile number on this page. You also understand that information provided via text is summarized. To review details about activity initiated in your account, you must have access to the internet and a computer capable of viewing your account information by selecting \'Pending and Processed Activity\'. August 2011 Schwab Retirement Technologies Page 30 of 46

31 and Text Message Content To modify the content of account change confirmations sent to participant by and/or text, select the edelivery Confirms and Notifications option in Content Manager. Content of text messages appear in the first row along the top. The other options apply to messages. For the contact section of the , you ll need to insert your site s contact information, including URL, address, and phone number. Typically, the URL and address would be presented as links that the participant can click in the . To create links, you must insert the text for the link with an href tag that specifies the destination of the link. To demonstrate this HTML tag, the following example uses our Schwab RT web site as the TPA URL. HTM Code in Content Manager: Login to our site at <a href=" and use the Contact Us feature. Resulting Content: Login to our site at SchwabRT.com and use the Contact Us feature. August 2011 Schwab Retirement Technologies Page 31 of 46

32 Validation Content You can use the Validation option in Content Manager to customize the content of the that the system sends to the participant to validate their . As a best practice, we recommend that you customize the content of the validation for your site. For a consolidated review of the validation process, refer to the Appendix. August 2011 Schwab Retirement Technologies Page 32 of 46

33 Managing CMA Workflow This section identifies the SchARP workflow components used to automate validation and generation of paper confirmation letters. Validate Participant Workflow Note: For a consolidated review of the validation process ails, refer to the Appendix. You can use the SchARP Validate Participant Addresses business activity, shown below, to provide automated validation beginning with the Online Enrollment process and continuing throughout the life cycle of the participant account. The validation logic is repeated each time the participant address changes. The business activity must be added to a workflow and scheduled to run in order for validation to be implemented in the system. We recommend that you schedule the validation workflow to run on a daily basis. Workflow Parameters The following workflow parameters are available when scheduling a workflow that includes the validation business activity. August 2011 Schwab Retirement Technologies Page 33 of 46

34 The following table describes the behavior of each parameter and combination of parameters. This icon indicates options that generate s to participants. IF user selects Send s to participants who have not validated their Send to participants to revalidate their s after a period of time. Enter number of months (example: 24). Leave blank if you do not want to use this feature. Limit s to participants with edelivery preference (default) Print Texting Validation Report Then the system Sends validation s to all participants who have an unvalidated address on record. Resends validation s to participants after the specified period of months. If blank, no s are sent. Generates an unvalidated report that is limited to participants who have opted for edelivery (statements and/or confirms). Generates a report of participants with missing mobile phone numbers. Limited to participants who have selected Text as an edelivery option. About Participant s By default, validation s are not automatically sent to participants. If one of the Send s options is selected, the system sends s to participants asking them to confirm their current address by clicking a designated link in the message. If the participant clicks the link, the address is validated on the system using the current date. The content of the validation can be customized using the Validation option in Content Manager. For more information, see Validation Content. The From Address used for the is obtained from the edelivery Admin setting Address to Receive ecommunication From, available at both the system and plan level. Note: When the system detects an unvalidated , it automatically inerts a Validate Now prompt next to that address on the Participant Summary page. If the participant clicks the link, the address is validated in the system. This is an automatic process that does not require the use of the SchARP Validate Participant Addresses business activity. August 2011 Schwab Retirement Technologies Page 34 of 46

35 Workflow Output After validation workflow is complete, reports are available in the Output column of the SchARP Monitor, as shown below. and text validation report samples follow. August 2011 Schwab Retirement Technologies Page 35 of 46

36 Create edelivery Letters Workflow The SchARP business activity Create edelivery Letters automates the process of sending edelivery letters for participants electing to receive paper notifications and confirms by mail. The Create edelivery Letters business activity process reads data directly from PSR records, enabling generation of letters in real-time. The business activity calls a Crystal report named edeliveryconfirmscharp.rpt that generates edelivery letters for various Transaction Types. Letters are generated in PDF format in the appropriate directory for subsequent printing and mailing. You can customize the.rpt file to meet the needs of your participants. At a minimum, you must insert the appropriate and telephone contact information for your site. Note: Paper confirmation letters can be reprinted in Call Center. Workflow Recommendations Because the Create edelivery Letters business activity reads PSR records processed by VSR/OPI Update in Recordkeeping, we recommend that the Process Participant Requests business activity precede the Create edelivery Letters business activity in the workflow, as shown in the Monitor example below. We also recommend that you schedule the Create edelivery Letters workflow to run on a daily basis, following your normal update process. Workflow Output After validation workflow is complete, the resulting letters are available in the Output column of the SchARP Monitor, as shown below. August 2011 Schwab Retirement Technologies Page 36 of 46

37 A sample letter appears below: August 2011 Schwab Retirement Technologies Page 37 of 46

38 edelivery Transaction Types The following list identifies the edelivery transaction types processed by the Create edelivery Letters workflow: Transaction Type Description 1 Deferral Percent Change 2 Election Percent Change 3 Realignment Transfer 4 Percent-to-Percent Transfer 5 Dollar-to-Dollar Transfer 6 Dollar-to-Percent Transfer 10 Catch-Up Dollars Update 11 Catch-Up Percents Update 12 Pin Change 14 Statement Delivery Preference Change 15 Update Participant Address 20 Enroll Deferral Percent Change 21 Enroll Election Percent Change 22 Enroll Pin Change 23 Enroll Realignment Transfer 24 Enroll Deferral Dollars Change 25 Deferral Dollars Change 30 Auto Rebalance Realignment 31 Auto Rebalance Invest Elec 44 Enroll Auto Rebalance 45 Enroll Auto Rebalance Realignment 46 Enroll Auto Rebalance Invest Elec 47 Participant Defines User ID 48 Participant Reverts Back To SSN 56 Beneficiary 60 Voice Pin Change 61 Web Password Change 62 Online Enrollment Web Password Change 63 Participant Phone Number Change 64 Secret Q & A Change 65 Online Enrollment Beneficiary Designation edelivery Preference Change (Personal, Security or 66 Financial) 67 Online Enrollment Participant Phone Number Change 68 Online Enrollment Secret Q & A Change 69 Online Enrollment edelivery Preference Change August 2011 Schwab Retirement Technologies Page 38 of 46

39 Report Sections The report is divided into the six sub-reports, listed below. Each transaction is preceded by the number that identifies the corresponding transacton type. 1. TransfersSubRpt Generates letters for the following transactions: 4 : Percent-to-Percent Transfer 5 : Dollar-to-Dollar Transfer 6 : Dollar-to-Percent Transfer 2. DeferralSubRpt Generates letters for the following transactions: 01 : Deferral Percent Change 10 : Catch-Up Dollars Update 11 : Catch-Up Percents Update 20 : Enroll Deferral Percent Change 24 : Enroll Deferral Dollars Change 25 : Deferral Dollars Change 3. RealignElectionSubRpt - Generates letters for the following transactions: 02 : Election Percent Change 21 : Enroll Election Percent Change 31 : Auto Rebalance Invest Elec 46 : Enroll Auto Rebalance Invest Elec 03 : Realignment Transfer 23 : Enroll Realignment Transfer 30 : Auto Rebalance Realignment 45 : Enroll Auto Rebalance Realignment 4. PINSubReport - Generates letters for the following transactions: 12 : Pin Change 22 : Enroll Pin Change 60 : Voice Pin Change 61 : Web Password Change 62 : Online Enrollment Web Password Change 5. PostalAlternateSubReport - Generates letters for the following transactions: 14 : Statement Delivery Preference Change 15 : Update Participant Address 36 : Term Participant Address Change 47 : Participant Defines User ID 48 : Participant Reverts Back To SSN 6. BeneSubRpt - Generates letters for the following transactions: 56 : Beneficiary 65 : Online Enrollment Beneficiary Designation 64 : Secret Q & A Change 68 : Online Enrollment Secret Q & A Change 66 : edelivery Preference Change (Personal, Security or Financial) 69 : Online Enrollment edelivery Preference Change August 2011 Schwab Retirement Technologies Page 39 of 46

40 Recordkeeping Options This section identifies options in Schwab RT Recordkeeping that can be used to maintain participant contact and edelivery information. Maintaining Contact Information in Recordkeeping Recordkeepers can maintain participant addresses, postal address, and phone information using the Identification window in Participant Maintenance/C004. August 2011 Schwab Retirement Technologies Page 40 of 46

41 Adding Mobile Phone Carriers to the System In order to send text messages to participants, mobile phone carrier domains must be added to the system using the Text Carrier Setup window, located under User Maintenance in RK SQL System Maintenance/C282. To add or modify a carrier, click on the appropriate row of the grid and type the carrier name and domain, as demonstrated below. Note: The carriers shown on the above window are pre-loaded in the system Once added in System Maintenance, the carriers appear in the drop down selection list that participants use when they enter their mobile phone information on the Participant Summary page of My Money Web. August 2011 Schwab Retirement Technologies Page 41 of 46

42 Validation of Missing Contact Information Recordkeepers can use Data Validation test 13: Incomplete Contact Information in Plan Maintenance to check for missing or incomplete addresses as well as telephone information. August 2011 Schwab Retirement Technologies Page 42 of 46

43 Appendix: Participant Validation This section provides an overview of the Schwab RT process used to validate participant s. The participant address is required if the participant elects to receive estatements or other edelivery notifications by . Participants can provide the address during enrollment, on the new edelivery Preferences page, or on the Participant Summary page. The system automatically validates new addresses. You can also choose to run scheduled validations through SchARP workflow. Best Practice: We recommend that you use Content Manager to customize the content of the that the system sends to participants to validate their addresses. Customizing Content The default validation sent to participants is shown below, along with the system response when the link in the is clicked. The Schwab RT Admin options used to customize the default content are also shown, with color coding added to indicate the source of the content. August 2011 Schwab Retirement Technologies Page 43 of 46

44 Validate Now When the participant provides a new address via the Web, the system automatically inserts a Validate Now prompt next to that address on the Participant Summary page, as in the following example: If the participant clicks the Validate Now link, a confirmation page appears and the link changes to Pending Validation. The system immediately sends a validation to the participant. Note: This is an automatic process that does not require scheduling of the SchARP Validate Participant Addresses business activity; however, the content of both types of validation s is identical. Scheduled Validation You can use the SchARP Validate Participant Addresses business activity, shown below, to provide automated validation beginning with the Online Enrollment process and continuing throughout the life cycle of the participant account. The validation logic is repeated each time the participant address changes. The business activity must be added to a workflow and scheduled to run in order for validation to be implemented in the system. We recommend that you schedule the validation workflow to run on a daily basis. August 2011 Schwab Retirement Technologies Page 44 of 46

45 Workflow Parameters The following workflow parameters are available when scheduling a workflow that includes the validation business activity. Note: By default, validation s are not automatically sent to participants. The following table describes the behavior of each parameter and combination of parameters. This icon indicates options that generate s to participants. IF user selects Send s to participants who have not validated their Send to participants to revalidate their s after a period of time. Enter number of months (example: 24). Leave blank if you do not want to use this feature. Limit s to participants with edelivery preference (default) Print Texting Validation Report Then the system Sends validation s to all participants who have an unvalidated address on record. Resends validation s to participants after the specified period of months. Not used if blank. Generates an unvalidated report that is limited to participants who have opted for edelivery (statements and/or confirms). Generates a report of participants with missing mobile phone numbers. Limited to participants who have selected Text as an edelivery option. August 2011 Schwab Retirement Technologies Page 45 of 46

46 Workflow Output After validation workflow is complete, reports are available in the Output column of the SchARP Monitor, as shown below. A sample validation report follows: August 2011 Schwab Retirement Technologies Page 46 of 46