Customer Service and Records Administration Services for ABLE United
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Description
The ABLE United Program requires comprehensive records administration, customer service, reporting, and operational support services necessary to operate a Qualified ABLE Program. The services summarized below and detailed further in the example Contract included as Appendix A, represent the minimum required services. The selected Respondent will provide these services in accordance with the Program disclosures (included as Appendix B) and the Business Rules (included as Appendix C). Respondents may propose additional enhancements that provide value to the Program. 3.01(1) Recordkeeping and Account Administration The selected Respondent will provide full-service recordkeeping and administrative support for ABLE Accounts, including account establishment and maintenance, processing of contributions and withdrawals, transaction recordkeeping, tax reporting, and other operational functions necessary to administer ABLE Accounts. The selected Respondent will also provide debit or prepaid card functionality for ABLE Account Owners as part of its core service offering. 3.01(2) Customer Service and Participant Support The selected Respondent will provide participant support services for ABLE Account Owners, contributors, and prospective participants across multiple contact channels, including telephone, online chat, electronic communications, and written correspondence. Respondents should be capable of supporting accessible communications and digital services consistent with ADA requirements. 3.01(3) Technology Platform and Online Access The selected Respondent will provide a secure, reliable, and scalable technology platform that enables online account opening and management, contribution and withdrawal processing, investment allocation changes, and participant access to account information and transaction history. The platform shall be accessible through web and mobile-compatible interfaces and designed to support a high-quality user experience consistent with accessibilit…