SCHWAB RT CALL CENTER 5.0

Transcription

1 SCHWAB RT CALL CENTER 5.0 Product Feature Update (December, 2012) This document will be updated monthly to provide details on product feature enhancements as they are released. The latest revision is available for download from the schwabrt.com Resource Center. Date Release Topics 12/18/12 (No enhancements for this release) Past releases included in this document: 2/23/12 Phase 2 enhancements (Open Calls tab, Alternate User ID, and Password Reset) 4/28/11 Call Center confirmation printouts. 3/24/11 New Web-based Call Center (General Release). 2/24/11 New Call Center (Pilot).

2 Schwab RT Call Center Product Feature Update, Release 5.0 Last Issue Date: December 18, 2012 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 Contents Contents February, 2012 Enhancements...4 Open Calls Tab, Alternate User ID, Password Reset... 4 April, 2011 Enhancements...7 Call Center Confirmation Printouts... 7 March, 2011 Enhancements...8 New Web-Based Call Center (General Release)... 8 February, 2011 Enhancements...10 New Web-Based Call Center (Pilot) Schwab Retirement Technologies

4 February, 2012 Enhancements This update to Schwab RT Call Center 5.0 provides the following enhancements: Open Calls Tab, Alternate User ID, Password Reset Summary, Phase 2 The second phase of our Call Center enhancements provides CSRs with the ability to: Access Open Calls from the Call Record View and Change the participant Alternate User ID Reset the participant password Open Calls Tab A new Open Calls tab is added to the Call Record, allowing the CSR to view all open Calls regardless of which CSR opened the call. Note: The Call Center home page shows all Open Calls for the CSR. Alternate ID Tab The Call Record also provides the ability to view and change a participant s Alternate User ID. Alternate User IDs allow participants to access their retirement accounts on the Web with a User ID instead of a Social Security number. The Alternate User ID may consist of a combination of letters, numbers, and special characters (spaces and ampersands (&) are not allowed) and must consist of 4-20 characters. The user's PIN is not changed by the creation of an Alternate User ID. February 2011 December 2012 Schwab Retirement Technologies Page 4 of 10

5 Reset Option The Plan Summary page includes a new Reset column that contains a link that you can use to reset the participant s password. When you click the Reset link for the corresponding plan, a Call Record is created with a Reset tab that displays the available reset options from the VRS/OPI Settings page in Plan Maintenance. When the CSR clicks the Reset button, the password is reset, and a confirmation message displays on the screen. February 2011 December 2012 Schwab Retirement Technologies Page 5 of 10

6 In the previous example, Call Center is using the Date of Birth (MMDDYY format) PIN option, as defined in the Plan Maintenance VRS/OPI Settings, shown below. Notes: The PIN Reset Allowed option, highlighted above, must be selected in order to enable the Reset option in Call Center. Resetting passwords in Call Center automatically resets the password for the participant Web. Resetting the password in Call Center does not change the numeric PIN used by Voice users to access their accounts. The VRU password must be changed separately in Recordkeeping. For more information on Web passwords and Voice PINs, refer to the topic Alphanumeric Password Option in the document Schwab RT Web 4.0 Product Feature Update (October, 2010), available form the Product Resource Center at schwabrt.com February 2011 December 2012 Schwab Retirement Technologies Page 6 of 10

7 April, 2011 Enhancements This update to Schwab RT Call Center 5.0 provides the following enhancements: Call Center Confirmation Printouts Purpose To support participants requesting duplicate copies of paper confirmation letters that were previously sent to them, Call Center is enhanced to allow users to flag a specific participant activity for reprocessing during the next scheduled run of the SchARP Create edelivery Letters business activity. Scope Call Center confirmation letter reprints are restricted to paper letters generated by the SchARP Create edelivery Letters business activity. Reprint Option To mark an activity for confirmation letter reprint, do the following: 1. On the call record, select the Participant Activity tab. 2. Use the Date Range option or the Confirmation Number (full or partial) option to search for the activity. 3. Click the down arrow in the first column to view activity date detail. 4. In the Reprint Paper Confirmation column at the far right, click the box for the corresponding activity. This box appears only for activities that have been previously confirmed by paper. 5. Click the Reprint Paper Confirmation button. This button does not appear until you select an activity in the Reprint column. The confirm letter for that activity will be generated during the next scheduled run of the SchARP Create edelivery Letters business activity. The confirm reprint option is shown below. (For purposes of illustration, several of the table columns have been removed.) More Information For more information on edelivery confirmation letter processing, refer to edelivery Notifications & Confirms User Guide, available from the Resource Center at SchwabRT.com. February 2011 December 2012 Schwab Retirement Technologies Page 7 of 10

8 March, 2011 Enhancements This update to Schwab RT Call Center 5.0 provides the following enhancements: New Web-Based Call Center (General Release) General Release The new Call Center has completed pilot testing and is now available for general release. For ASP clients, both old and new Call Center applications will be made available in the ASP environment, giving you time to become familiar with the new application. When you are ready to switch to the new Call Center, Schwab RT will migrate your data from the old Call Center to the new Call Center. New Web Architecture The release delivers a fully re-engineered Call Center application with an updated user interface and a new web-based architecture model. Migration from the client-based application to the Web application allows Call Center to integrate many of the new features added to Schwab RT Web in recent years, such as Beneficiary designation, and opt out from Automatic Contribution Arrangement (ACA). Features The new Call Center offers the following features and benefits: Immediate access to all open calls assigned to the CSR on the Home page. Direct access to the Participant s account on My Money web, with plan security enforced. Direct access to the Plan Sponsor or Advisor web site, if caller is a Sponsor or Advisor. Robust Call Search option. Built-in data filters allow CSRs to facilitate access to (or to suppress) specific calls. Customizable reports can be generated for a single CSR or for all CSRs. Ability to create custom Call Statuses, Priorities, and Activity Categories. Security CSR operator security, defined in Schwab RT Admin, ensures that only authorized users with the appropriate plan access permissions can access Call Center functions and caller web accounts. Unavailable Options A number of Call Center options are not available in the first phase of the new application. Some of these options have been replaced by comparable functionality elsewhere in the system while others will be replaced in a future release, as indicated below: Option Ad Hoc Reporting Loan Payoff Report and Confirm Request Report Custom Scripting links Alerts Replaced By Data filters provided in Call Center data grids and reports. Current and planned reporting options available in Call Center and My Money Web. Scheduled for replacement in a future release. Scheduled for replacement in a future release. February 2011 December 2012 Schwab Retirement Technologies Page 8 of 10

9 User Guide For complete details on using Call Center, refer to Schwab RT Call Center User Guide, available from the Help option in the Call Center application. Note: The Call Center user guide is also available from the What s New menu on the Resource Center at SchwabRT.com. Home Page Features The following illustration of the new Call Center Home page shows the various menu options, links, filters, and other controls. February 2011 December 2012 Schwab Retirement Technologies Page 9 of 10

10 February, 2011 Enhancements This update to Schwab RT Call Center 5.0 provides the following enhancements: New Web-Based Call Center (Pilot) Pilot Testing The new Call Center is currently in pilot testing, with anticipated release to production in March. February 2011 December 2012 Schwab Retirement Technologies Page 10 of 10