TN 23 (02-18)

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:

1. 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:

   Office of Finance
   P.O. Box 17042
   

   Attn: SERS

   Baltimore, Maryland 21235

2. 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. A 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. Begin transaction in SERS,

2. Print the Payment Authorization Form when prompted. Once the customer confirms the selected items and all associated costs are correct, dispose of the form and proceed with the transaction.

3. Ensure that the check is legible, for exact amount of fee, dated and signed.

   If not, and the check is a(n):

   1. In-office payment: return the check to the customer and request an updated check; or

   2. Mail-in payment and the fee is not included, check is illegible, or for an incorrect amount: return the check accompanied by the incomplete Non-Programmatic Record Request letter created in the Document Processing System (DPS).

4. Process check through SERS scanner:

   1. In-office payment: Annotate the check with “Non-Negotiable” and return the check to the customer.

   2. Mail-in payment: Shred the check immediately.

5. Verify check appearance with customer, complete transaction in SERS.

6. Provide a SERS printout if the customer requests a receipt.

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

1. FO Technician

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

1. Begin transaction in SERS.

2. Print the Payment Authorization Form when prompted. Once the customer confirms the selected items and all associated costs are correct, dispose of the form and proceed with the transaction.

3. Have customer swipe their credit card.

4. Complete transaction in SERS.

5. Print two copies of the receipt, have the customer sign one, which is retained for our records and give the customer the unsigned copy for their record.

6. Validate the transaction by ensuring the signature found on the back of the credit card matches the signature on the transaction receipt.

   NOTE: In the absence of a signature, the SSA employee is required to validate the cardholder with proper identification.

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

7. Give the signed receipt to the remittance supervisor.

   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. Do not mail to the Office of Finance for processing.

2. Remittance supervisor

Follow these instructions to process the fee remittance:

1. Store receipts in a secure location in the FO and retain for 18 months; and

2. Shred the signed credit card receipt after 18 months.

F. FO scenarios

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

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

Follow these instructions for payments made by credit card:

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

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, EIN, and SSN,

• Address,

• Number Holder’s Name,

• Number Holder’s SSN,

• 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.