Identification Number:
GN 02403 TN 39
Intended Audience:See Transmittal Sheet
Originating Office:DCBFM OFPO
Title:Procedures for Handling Remittances and Premium Payments in the Field Office
Type:POMS Transmittals
Program:All Programs
Link To Reference:
 

PROGRAM OPERATIONS MANUAL SYSTEM
Part GN – General
Chapter 024 – Checks
Subchapter 03 – Procedures for Handling Remittances and Premium Payments in the Field Office
Transmittal No. 39, 04/22/2020

Audience

PSC: DS, IES, LDS;
OCO-OEIO: BIES, BTE, CCRE, CR, CTE, FCR, PETL, RECOVR;
OCO-ODO: BTE, CCE, CR, CST, CTE, CTE TE, DSE, PAS, PETE, PETL, RC, RCOVTA, RECOVR;
FO/TSC: CS, CS TII, CS TXVI, CSR, CTE, FR, OA, OS, RR, TA, TSC-CSR;

Originating Component

OFPO

Effective Date

Upon Receipt

Background

The Office of Financial Policy and Operations (OFPO), Office of Payment and Recovery Policy removed language from procedures that did not reflect the current SERS policies and according to procedures outlined in the Streamlined Check Out process.

Summary of Changes

GN 02403.014 Processing Non-Programmatic Fees Received in the Field Office Using the Social Security Electronic Remittance System

This section provides instructions for Field Office (FO) personnel for processing standard non-programmatic fees using the Social Security Electronic Remittance System (SERS).

  • We removed the Payment Authorization Form,

  • We removed steps requiring the customer's signature on SERS receipts for all payment types (Credit and debit cards, check and money order transactions),

  • We removed steps requiring Remittance Supervisor to secure and store signed SERS receipts in a locked location for a specified amount of time,

  • We changed step requiring printing two copies of the SERS receipt to printing one receipt and providing it to the customer, and

  • We made minor formatting and grammatical updates.

GN 02403.014 Processing Non-Programmatic Fees Received in the Field Office Using the Social Security Electronic Remittance System

A. Introduction to the Social Security Electronic Remittance System (SERS)

SERS is an automated solution to collect standard administrative fees for non-programmatic services. This system allows field office (FO) personnel to electronically process payments received for the fees listed in subsection GN 02403.014B.

B. Fees received in the FO

Using SERS, the FO may receive non-programmatic fee payments for the following:

  • Copying an electronic folder to a disc,

  • Copying a paper folder,

  • Third Party Social Security Number (SSN) verification (no charge if issued directly to the number holder),

  • Detailed Earnings Query (DEQY),

  • Regional office certification of records, or

  • Record extracts (entitlement, benefit, or status information).

NOTE: The Social Security Administration (SSA) requires payment before providing the requested service.

Do not use FeeBayNet to process these standard administrative fees. FeeBayNet is only used to invoice for payment of non-programmatic fees.

C. Forms of payment accepted in SERS

SSA can process the following forms of payment using SERS:

  • Checks (drawn on domestic financial institutions) or money orders payable to SSA.

NOTE: Send fees paid by checks drawn on foreign financial institutions, either in foreign amount or in United States dollars, to the Office of Finance (OF) at this address:

Attention: SERS
Office of Finance
P.O. Box 17042
Baltimore, Maryland 21235

  • Credit cards (Visa, MasterCard, Discover, American Express, and Diners club (brand)) accepted from walk in customers only.

NOTE: SSA will only accept the Diners Club Card if it processes as a MasterCard or Discover transaction. Acceptable Diners Club Cards should have the MasterCard or Discover Card logo present on the card and meet the numerical requirements. SSA does not accept credit cards on SSA-1414 (Credit Card Payment Form) as a form of payment.

SSA does not accept cash to pay fees and SERS cannot split a transaction between two payment types (example: one-half paid by check and one-half paid by credit card).

D. Processing fees paid by check or money order

1. FO Technician

Follow these instructions to process the non-programmatic standard fee payment.

  1. a. 

    Begin the transaction in SERS,

  2. b. 

    Ensure that the check or money order is legible,payable to SSA, for exact amount of fee, dated and signed.

  3. c. 

    Process the check or money order through the SERS check scanner:

  4. d. 

    View the check or money order image on the screen to ensure it is legible and upright. If it is not, rescan the check or money order.

  5. e. 

    Complete the transaction in SERS.

  6. f. 

    Print a receipt and provide it to the customer.

  7. g. 

    Annotate the front of the check with Non-Negotiable" and retain in a locked, secured location for five days then shred it.

E. Processing fees paid by credit or debt card (In-office only)

1. FO Technician

Follow these instructions to process the non-programmatic administrative fee remittance:

  1. a. 

    Begin the transaction in SERS.

  2. b. 

    Verify with the customer that the amount of the order is accurate.

  3. c. 

    Have the customer insert or swipe their credit or debit card.

  4. d. 

    Complete the transaction in SERS.

  5. e. 

    Print a receipt and provide it to the customer.

NOTE: SSA Employees cannot handle the customer’s credit card; ONLY the customer can handle the credit card.

NOTE: Mailed in Credit Card Forms (SSA-1414) are not acceptable and manual entry of credit card numbers is prohibited. If a credit card is received in the field office on Form SSA-1414, return to requestor. D o not mail to the Office of Finance for processing.

F. FO scenarios

Follow these instructions when payments are made in person by check or money order:

If the individual makes payment by check or money order in person and…

then

The check or money order scans successfully;

Process the request as needed.

The check scanner is inoperable due to system issues;

Request another form of payment and contact the SERS help desk (^SERS) for assistance in identifying the issue or ordering a replacement check scanner. Follow SERS helpdesk guidelines and revert back to the SSA-414 process for tracking purposes.

NOTE: OF will not accept checks without a Help Desk Ticket. Do not send check(s) to OF before contacting the SERS help desk and receiving a ticket/ticket number.

Attempts to cancel the transaction, and the work is already done;

Do not refund payment.

Attempts to cancel the transaction, and the work is not done;

Do not attempt to issue a refund in the FO. Route the refund information to OF for processing (See subsection GN 02403.014G. for processing refunds).

A ttempts to change the order requested, and the work is already done ;

Do not change or issue refund of payment. We can however, accept a new order for the request.

Attempts to change the order requested after the payment is processed, and work is not done ;

T ake the new order and route the refund information to OF for processing of the canceled order ( s ee subs ection GN 02403.014G. for processing refunds). The FO does not process refunds within SERS.

If the payment amount for the new order is less than the original, complete the work requested and route the refund information to OF. or ,

If the payment amount for the new order is greater than the original, create a separate order for the balance due and request new payment for the balance due.

Follow these instructions when payments are made via mail by check or money order:

If the individual makes payment by check or money order by mail and…

then

The check does not scan or is illegible ;

Mail payment back to the individual with DPS Notice “Incomplete Non-Programmatic Record Request”.

S ends the wrong amount (the payment is greater or less than the amount due) ;

Mail payment back to the individual with DPS Notice “Incomplete Non-Programmatic Record Request”.

There is not enough information included to process the request ;

M ail payment back to the individual with DPS Notice “Incomplete Non-Programmatic Record Request”.

A ttempts to cancel the payment, and

The work is already done ;

D o not refund payment.

A ttempts to cancel the payment, and

The work is not done ;

Route refund information to OF for processing ( s ee subs ection GN 02403.014G . for processing refunds). Do not attempt to issue refund in the FO.

Attempts to change the order requested, and

The work is already done ;

Do n ot change or issue refund of payment. We can however, take a new order for the request.

Attempts to change the order requested after the payment is processed, and the work is not done ;

Take the new order and route the refund information ( s ee subs ection GN 02403.014G. for processing refunds) to OF for processing of the canceled order. The FO does not process refunds within SERS.

If the payment amount for the new order is less than the original, complete the work requested and route the refund information to OF.

o r

If the payment amount for the new order is greater than the original, create a separate order for the balance due and request new payment for the balance due.

Follow these instructions for payments made by credit card:

NOTE: SSA does not accept mail-in credit card payments.

If the individual makes a credit card payment and…

then…

The payment is approved ;

P rocess the request as needed.

The payment is declined ;

Request another form of payment.

The swipe or insertion is not accepted ;

Request another form of payment.

The card reader is inoperable due to system issues ;

Request another form of payment and contact the SERS help desk (^SERS) for assistance in identifying the issue or ordering a replacement card reader.

Attempts to cancel the payment, and

work is already done ;

Do not refund the payment.

A ttempts to cancel the payment, and

work is not done ;

Route refund information to OF for processing ( for processing refundssee GN 02403.014G ).

Do not issue refund in the FO.

A ttempts to change the order requested, and

work is already done ;

Do not change or issue refund of payment. We can however, take a new order for the request.

A ttempts to change the order requested after the payment is processed, and work is not done ;

Take the new order and route the refund information (for processing refunds, see GN 02403014G. ) to OF for processing of the canceled order. The FO does not process refunds within SERS.

G. Process for requesting fee refund

If the FO collected and processed payment in SERS, but the scenario is not covered in the “if, then” chart above, or the requested service could not be provided, send a refund request to OF via email ^OF Debt Management Team.

Include the following information in the email:

  • SERS Order Number,

  • Customer’s Name,

  • TAX ID or SSN,

  • Address,

  • Amount of fee remitted,

  • Check or money order of the fee remittance, and

  • Explanation of the request for refund.

Once OF processes the request, the individual will receive the refund in the form of a Department of the Treasury check at the address provided. If the individual contacts the FO stating they have not received the refund, please allow 30 days from the date of mailing before following-up with OF via email at ^OF Debt Management Team.


GN 02403 TN 39 - Procedures for Handling Remittances and Premium Payments in the Field Office - 4/22/2020