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CC-2505 - USA (Colorado) - Payment Processing, Customer Service, Call Center andInteractive Voice Response Service - Deadline December 16,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2505

Government Authority located in Colorado; USA based organization looking for expert vendor for payment processing, customer service, call center and interactive voice response service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide payment processing, customer service, call center and interactive voice response service.
1. Child Support Payment Receipting & Electronic Payment Card
● The vendor shall be responsible for same day processing of all payments removed from the FSR post office boxes, ACH files received from the bank, or any payment otherwise received by the vendor or CS program.
2. Customer Service and Call Center Operations
Provide a unit staffed by customer service representatives (CSR) to answer telephone and email inquiries concerning FSR payments received, and disbursements sent for child support cases, providing English and Spanish speaking customer service representatives to respond to obligor, oblige, and employer inquiries.
- Customer service unit handles the following duties:
● Answer telephone calls and emails from obligors, obliges, and employers
● Process correspondence received by facsimile and the FSR post office box
● Provide copies of payment and disbursement records
● Update mailing addresses
● Only on non-IVD cases, update name and SSN with proper documentation showing proof
● Initiate payment problem logs to resolve complaints
● Reissue disbursements per CSS policy
● Research and properly resolve disbursement inquiries
● Research and properly resolve lost payment inquiries
● Process obligor and oblige EFT authorizations.
- Imaging Services: provide an image management system similar to the image system provided under the current contract. This system shall be capable of processing correspondence, ACH authorizations and payment Imaging. This system allows the State and county CS offices to access documents scanned and imaged during the course of FSR business. This may include payment images, correspondence, returned items, ACH authorizations, etc.
● “Correspondence” may be searched by a date range, obligor name, case number, social security number or type of correspondence. Correspondence may include mail from any source, returned mail and electronic funds transfer authorizations.
● “Payments” may be searched by State FA Transaction number, date range, transaction amount, check number, or routing and account number of check or ACH payment.
● “Payers” includes obligors and employers. When a payer is selected, a list of all payments and correspondence associated with this payer will display. Payers may be searched by obligor name, social security number, case number, docket number, city, state, zip, employer name or employer FEIN.
● Applications include obligee’s EFT applications. Applications can be searched by obligee’s first name, obligee’s middle name, obligee’s last name, obligee’s SSN, or obligee’s FSR account number within a date range and by application type of direct deposit or payment card.
● Authorizations include obligor’s (payer) EFT authorizations. Authorizations can be searched by payer first name, payer middle name, payer last name, payer SSN or FSR account number within a date range.
3. Interactive Voice Response (IVR):
- Provide automated access to the ACSES database and report information to obligors, obligees, employers, and out-of-state Child Support Services agency representatives via their touch-tone telephones. The IVR unit provides general child support information to callers in both English and Spanish.
● Last and prior payment received.
● Arrearage balance.
● Last and prior disbursement sent.
● MSO (monthly support obligation) and MAD (monthly amount due towards arrears) amounts due.
● Monthly Notice of Collections.
● Obligor Pay-By-Phone.
● Coupon Information
● How to make payments to the FSR.
● Electronic Funds Transfer (EFT) services.
● Telephone numbers and hours for county CS offices.
● General information about IV-D services.
● Request obligee disbursement record
● Request payment record
● General employer information
(2) Approximate historical call volume was
- 307,934 inbound calls and 78,608 calls transferred to customer service for call center service in FY21.
- 307,934 inbound calls and 78,608 calls transferred to customer for IVR service in FY21.
- 1,189 average calls per day for IVR service.
(3) All the questions must be submitted no later than November 30, 2022

[C] Eligibility:

- Onshore (US Only);

[D] Work Performance:

- Performance of the work will be Offsite.

Expiry Date : Friday, 16 December, 2022

Question Answer Deadline : Wednesday, 30 November, 2022

Category : Call Center and Answering, Billing Services, Software, System and Application

Country : USA

State : Colorado

RFP Expired

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