SSA - POMS: 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 accepts 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 Financial Statements (FS) at this address:

Attention: SERS

Office of Financial Statements

P.O. Box 17042

Baltimore, Maryland 21235

SSA does not accept cash to pay fees.

D. Processing fees paid by check or money order

1. FO Technician

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

a.

Begin the transaction in SERS,
b.

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

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

Complete the transaction in SERS.
f.

Print a receipt and provide it to the customer.
g.

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

E. 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 for assistance in identifying the issue or ordering a replacement check scanner. Follow SERS Help Desk guidelines and revert back to the SSA-414 process for tracking purposes. NOTE: FS will not accept checks without a Help Desk Ticket. Do not send check(s) to FS 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 FS for processing (See subsection GN 02403.014G. for processing refunds).
Attempts 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;	Take the new order and route the refund information to FS for processing of the canceled order (see subsection 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 FS. 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”.
Sends 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;	Mail payment back to the individual with DPS Notice “Incomplete Non-Programmatic Record Request”.
Attempts to cancel the payment, and The work is already done;	Do not refund payment.
Attempts to cancel the payment, and The work is not done;	Route refund information to FS for processing (see subsection 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 not 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 (see subsection GN 02403.014G. for processing refunds) to FS 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 FS. 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.

F. 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 FS 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 FS 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 FS via email at ^OF Debt Management Team.

References:

SERS Help Desk

Social Security

Program Operations Manual System (POMS)

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