GN 02403: Procedures for Handling Remittances and Premium Payments in the Field Office
TN 26 (07-18)
A. Background on SERS
SERS is an automated payment solution that uses card readers and check scanners to electronically process domestic remittances paid by check, money order, or credit/debit card (Visa, MasterCard, American Express, and Discover). In 2014, the Social Security Administration (SSA) implemented the SERS application in the Field Offices (FO) to collect standard fees for non-programmatic requests for information. In 2017, SSA implemented SERS for certain programmatic debts for Title II and Title XVI.
SERS:
Reduces the number of remittances mailed to the Mid-Atlantic Program Service Center (MATPSC) for processing and deposit;
Reduces unverified alerts in the FOs;
Enhances timely resolution of discrepant remittances in the FOs;
Improves processing time for checks, money orders, credit/debit cards received in the FOs;
Provides better management information required to manage the workload;
Assists the Agency’s compliance with the Payment Card Industry Data Security Standards (PCI DSS);
Improves timely collection of programmatic debts and promptly updates the debt balance;
Enhances customer service to the public; and
Helps streamline and modernize the remittance handling process.
B. Types of remittances processed and accepted through SERS
SERS will process Title II and Title XVI programmatic remittances related to the overpayments or debts. The types of payments SERS accepts include:
Domestic U.S. checks (i.e. personal checks, cashier’s checks, or endorsed returned Treasury benefit checks);
Money orders; and
Debit/credit cards (Visa, MasterCard, American Express, and Discover).
In order to process a remittance within SERS, an overpayment or debt must exist on the Master Beneficiary Record (MBR) or Supplemental Security Record (SSR). If there is an established overpayment or debt on the MBR Recovery of Overpayments, Accounting, and Reporting (ROAR), SSR, or External Collection Operation (ECO), SERS will display the overpayment or debt. However, if there is no established overpayment or debt on the MBR/ROAR, SSR, or ECO, SERS will not display the overpayment or debt. If SERS does not identify and display overpayments or debts, follow the current procedures in GN 02403.001 through GN 02403.160, and process the remittance through the Debt Management System (DMS).
IMPORTANT: A conserved fund remittance can be processed through SERS only when an overpayment is already established on the record. If an overpayment is not established, please follow GN 02403.001 through GN 02403.160 for processing the remittance through DMS.
C. Web service for program debts
The SERS application uses a web service to retrieve and display Title II and Title XVI programmatic overpayment and debt data. The web service retrieves the data from different data services. These internal data services include:
Recovery of Overpayments, Accounting, and Reporting (ROAR);
Supplemental Security Income (SSI) System;
Master Beneficiary Record (MBR) Cross Reference Query Verified Data Retrieval Service;
Core Services Own SSN;
Numident;
Celebrity SSN; and
Person Information.
Upon submitting the SSN, SERS triggers the programmatic debt web service, which gathers the necessary data from the internal data services and returns that information to the storefront. SERS will then individually list the retrieved programmatic debts obtained from the beneficiary’s or recipient’s record.
NOTE: There are instances where SERS may not display all overpayments or debts. For SERS limitations, see subsection GN 02403.161G in this section.
NOTE: Due to an existing system design limitation not related to SERS, remittances paid will post to the oldest debt on the Title II or Title XVI record. For example, if a debtor wishes to make a $20 remittance on a more recent Title II benefit overpayment, it will post to the oldest debt on the Title II record.
D. Procedures for handling SERS remittances
When we receive remittances in the FO, continue to follow the procedures for logging the remittances in the daily log when received per GN 02403.004. In addition, examine the remittances to determine if the remittances are acceptable, per GN 02403.005.
An interviewer, remittance clerk, remittance supervisor, or an office manager can process remittances via SERS, as long as they ensure that they process all SERS remittances upon receipt and take proper safeguards, when necessary.
The instructions below provide the procedures on how to process:
Mail-in checks or money orders (see, GN 02403.161D.1.);
Mail-in credit/debit cards (see, GN 02403.161D.2.);
Walk-in checks or money orders (see, GN 02403.161D.3.); and
Walk-in credit/debit cards (see, GN 02403.161D.4.).
1. Mail-in check or money order transactions procedures
Verify the controlling SSN or Beneficiary’s Own Account Number (BOAN) of the account that the remitter wishes to pay.
Ensure that the remitter provided the correct SSN and that there is an active debt on the Master Beneficiary Record (MBR) or Supplemental Security Record (SSR).
Input the controlling SSN into SERS and review the returned programmatic debt(s). For instructions on how to input remittances into SERS, see MS SERS 001.001 through MS SERS 001.012.
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Examine the check or money order to determine if it is acceptable. For more information regarding examining remittances, see GN 02403.005.
Verify the date and signature, and ensure that the check or money order is made payable to SSA,
Verify the amount on the check is equal to the amount to be paid in SERS, then
Scan the remitter’s check or money order using the SERS check scanner.
View the check or money order image to ensure it is legible and upright. If it is not, rescan the check or money order.
Enter the amount of the check or money order in the Check Amount box.
Place the SERS order.
Print the SSA receipt for mail-in transaction.
Mail the receipt to the remitter to ensure effective record keeping.
Stamp check or money order non-negotiable.
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Retain the check or money order in a locked, secured location up to five days.
Ensure the check or money order is properly processed.
Shred the check or money order once the remittance posted to the MBR or SSR.
IMPORTANT: Do not send checks or money orders processed through SERS to MATPSC. This will result in duplicate processing.
2. Mail-in credit/debit card transactions procedures:
SERS cannot accept mail-in credit/debit card transactions. Process mail-in credit/debit card transactions according to the current procedures in GN 02403.001 through GN 02403.160.
3. Walk-in check or money order transactions procedures:
Request the controlling SSN or Beneficiary’s Own Account Number (BOAN) of the account that the remitter wishes to pay.
Ensure that the remitter provides the correct SSN and that there is an active debt on the Master Beneficiary Record (MBR) or Supplemental Security Record (SSR).
Input the controlling SSN into SERS and review the returned programmatic debt(s) with the remitter. For instructions on how to input remittances into SERS, see MS SERS 001.001 through MS SERS 001.012.
Request the check or money order from the remitter.
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Examine the check or money order to determine if it is acceptable. For more information regarding examining remittances, see GN 02403.005.
Verify the date and signature, and ensure that the check or money order is made payable to SSA;
Verify the amount on the check is equal to the amount to be paid in SERS; then
Scan the remitter’s check or money order using the SERS check scanner.
View the check or money order image to ensure it is legible and upright. If it is not, rescan the check.
Enter the check amount in the Check Amount box.
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Print the Payment Authorization Form. Ensure that the transaction amount and SSN on the form are correct before giving it to the remitter for review.
NOTE: If information on the form is not correct (i.e., transaction amount or SSN), cancel the transaction and begin a new one.
Provide the Payment Authorization form to the remitter for review. Ensure that the remitter reviews, initials, and returns the Payment Authorization Form. If the remitter indicates the form is not accurate, cancel this transaction and begin a new one.
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Obtain the initialed Payment Authorization Form from the remitter.
IMPORTANT: This is an FO form only; it is not a receipt. Do not give a copy to the remitter. The Payment Authorization Form does not complete the transaction; you must submit the order to finalize payment.
Verbally inform the remitter that the transaction is NON-REFUNDABLE and that the completed action will occur immediately.
Place the order, print a copy of the receipt, and provide the receipt to the remitter.
Scan the initialed Payment Authorization Form into NDRed using the document type: SERS: Payment Authorization Form/Receipt and then shred the paper copy.
Stamp check or money order non-negotiable.
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Retain check or money order in a locked, secured location for up to five days.
Ensure the check or money order properly processed.
Shred the check or money order once the remittance posted to the MBR or SSR.
IMPORTANT: Do not send checks or money orders processed through SERS to MATPSC. This will result in duplicate processing.
4. Walk-in credit/debit card transactions procedures:
Request the controlling SSN or Beneficiary’s Own Account Number (BOAN) of the account that the remitter wishes to pay.
Ensure that the remitter provides the correct SSN and that there is an active debt on the Master Beneficiary Record (MBR) or Supplemental Security Record (SSR).
Input the SSN into SERS and review the returned programmatic debt(s) with the remitter. For instructions on how to input remittances into SERS, see MS SERS 001.001 through MS SERS 001.012.
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Inform the remitter of the acceptable forms of credit/debit cards (Visa, MasterCard, American Express, and Discover). For more information regarding examining remittances, see GN 02403.005.
Select the credit card or debit card button on the tokenizer window;
Instruct the remitter to press the green button on the credit/debit card panpad if the amount is correct; then
Instruct the remitter to insert/swipe his or her credit/debit card.
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Paste token into the Card Token field.
NOTE: SERS verifies with the bank whether there is a sufficient balance to cover the transaction at that time.
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Print Payment Authorization Form. Ensure that the transaction amount and SSN on the form are correct before giving it to the remitter for review.
NOTE: If information on the form is not correct (i.e., transaction amount or SSN), cancel the transaction and begin a new one.
Provide the Payment Authorization form to the remitter for review. Ensure that the remitter reviews, initials, and returns the Payment Authorization Form. If the remitter indicates the form is not accurate, cancel this transaction and begin a new one.
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Obtain the initialed Payment Authorization Form from the remitter.
IMPORTANT: This is a FO form only; it is not a receipt. Do not give a copy to the remitter. The Payment Authorization Form does not complete the transaction; you must submit the order to finalize payment.
Inform the remitter, verbally, that the transaction is NON-REFUNDABLE and that completed transactions will occur immediately.
Place the order and print two copies of the receipt.
Request the remitter’s signature on one copy of the receipt.
Obtain and retain the signed receipt for SSA’s records.
Provide the second, unsigned receipt to the remitter
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Scan the initialed Payment Authorization Form and signed receipt into NDRed, using the document type: SERS: Payment Authorization Form/Receipt, then shred the paper copies of both.
IMPORTANT: Do not send credit/debit cards processed through SERS to MATPSC. This will result in duplicate processing.
E. End-of-Day Listing for SERS remittances
The end-of-day listing establishes a control and audit trail between the receipt of a remittance in the FO check log and receipt of the remittance in SERS. The Order Tracker screen within the SERS application allows you to pull a daily listing of all check, money order, and credit/debit card remittances submitted in SERS, as well as the scanned check or money order images.
At the end of each day, the remittance supervisor must retrieve the daily SERS end-of-day listing from the Order Tracker Screen. The remittance supervisor reviews the daily end-of-day listing and compares it with all the programmatic remittances submitted in SERS that day and annotated on the check log to ensure that all remittances are correctly input, processed, and submitted. When an input error is detected, see instructions in GN 02403.161G.4.
REMINDER: At the end of each day, the Remittance Clerk is still required to print the Field Office Remittance Transmittal, (FORT), Credit Card (CCFORT), and Field Office Daily Receipt Listing (FODRL) for non-SERS remittances entered into the Debt Management System (DMS) and mailed to MATPSC. For FORT/CCFORT instructions, see GN 02403.020. For FODRL instructions, see GN 02403.021. Do not send checks or money orders processed through SERS to MATPSC. This will result in duplicate processing.
F. Debt Management System (DMS) file
Every evening, SERS gathers the remittance data and creates a batch file to send to DMS. DMS processes and posts the remittance to the correct record. Remittances processed through SERS do not produce a Field Office Remittance Transmittal (FORT) or Credit Card Field Office Remittance Transmittal (CCFORT), and no action is necessary to mail remittances to MATPSC’s Remittance and Accounting Unit (RAU).
NOTE: Remittances processed within SERS do not produce an unverified alert.
G. Procedures for handling unique scenarios or inquiries received in the FO
SERS will allow FOs to process remittances related to overpayments and debts that exist on the ROAR or SSR, which may include a conserved fund debt or a misused fund debt, for Title II and Title XVI. FOs can process checks and money orders via mail-in or walk-in; however, the remitter must be present (walk-in) for FOs to process credit/debit card remittances.
The following scenarios may occur that require further action when using the SERS application. See the following charts for appropriate action.
1. When SERS returns an error, follow this chart:
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If… |
Then… |
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There is a Title II or Title XVI overpayment or debt on the MBR or SSR, but the web service does not display the item on the SERS storefront; |
Ensure that the input of the SSN is correct on the SERS storefront. If not, input the correct SSN. |
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The correct SSN is entered and the web service still does not display the overpayment or debt on the SERS storefront; |
Follow the current procedures in GN 02403.000 through GN 02403.160 and process through DMS. (See limitations in GN 02403.161G in this section.) |
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The SERS application is not working or temporarily out of service; |
Follow the current procedures in GN 02403.000 through GN 02403.160 and process through DMS. |
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The SERS application indicates the web service is not responding or the response contains no debts and indicates an error was encountered when retrieving debts; |
Follow the current procedures in GN 02403.000 through GN 02403.160 and process through DMS. |
2. When there is more than one debtor, debt, or payment method, follow this chart:
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If… |
Then… |
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The remitter would like to make one payment for multiple debts; Example 1: John Doe wants to make one payment for his own debt and his two children (on his own record and for another person on the same record). Example 2: A nursing home is paying multiple debts in a single payment for multiple beneficiaries. |
The FO technician will query each debtor SSN separately, Select the debts for that SSN, Enter a payment amount, and Submit to the SERS shopping cart. For each additional SSN, the FO technician will return to the Query SSN screen and follow the same process as above until the FO technician has added all SSNs to the SERS shopping cart before completing and submitting the SERS order. NOTE: If a single SSN has multiple programmatic debts, then SERS will retrieve the debts pulled from the web service and display them individually. NOTE: A debt for an auxiliary beneficiary on a wage earner’s record (e.g. dependent child, spouse, or widow) will be displayed under the beneficiary’s own SSN within SERS. |
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The remitter would like to make multiple payments for one debt using the same payment method (i.e. two different credit cards, two checks or money orders with differing amounts, or one credit card and one check); Example: John Doe wants to make two payments for his own debt with two different money order amounts. He wants to pay $1,000.00 with one money order, and $25.00 on another money order. |
Process each transaction separately. SERS can only process one payment at a time. IMPORTANT: Do not process more than one payment at a time in SERS because it will create an error in the system. |
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The remitter would like to make a payment in FULL for all of the debts returned on the SSN; Example: John Doe has a Title II disability overpayment of $100, a Title II retirement overpayment of $200, and a Title XVI overpayment of $500, and he would like to repay all in full with a single payment of $800. |
The web service will retrieve the multiple debts, and SERS will display each individual debt. The FO technician will take the following actions: select all applicable debts, enter the amount that the remitter wishes to pay for each debt, once entered, add to SERS shopping cart. For this example, the FO technician should enter $100, $200, and $500 for a total of $800 for John Doe. |
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The remitter wants to use more than one method of payment to pay one or multiple debts. Example: John Doe want to makes three payments on his own debt using his credit card, a check, and a money order. |
The FO technician will submit separate SERS transactions for each payment method. For this example, there will be three separate SERS orders, three separate Payment Authorization Forms, and three receipts. |
3. When an input error occurs after completing and submitting the SERS order, follow this chart:
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If… |
Then… |
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You mistakenly selected the wrong record and applied the remittance amount on the check, money order or credit/debit incorrectly Example 1: Jane Doe remitted a check for $50.00 for her Title XVI overpayment. However, you selected Jane’s Title II overpayment, and submitted her order. Example 2: John Doe (xxx-xx-1234A) remitted a $150.00 money order for his Title II overpayment. However, you selected the wrong SSN (xxx-xx-1235A), and input $150.00, and submitted the order under SSN xxx-xx-1235A. |
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You mistakenly input the remittance amount incorrectly Example: Jane Doe provided a $100.00 check to repay her Title II debt, but you mistakenly input the remittance into SERS for $10.00. |
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You mistakenly input a remittance that SERS cannot process, and should have been processed through DMS Example: Jane Doe sends a $200.00 check for her monthly Medicare premium. Mary also has a Title II overpayment. We mistakenly used SERS to apply her $200.00 Medicare premium against her Title II debt. |
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You mistakenly input a non-programmatic, standard fee remittance into the programmatic SERS store. Example: A Law Firm remits a check for $43.00 requesting a copy of an electronic folder for their client, John Doe. John also has a Title XVI overpayment. We mistakenly processed the check that was from the law firm requesting a copy of an electronic folder in SERS programmatic against Mr. Doe’s Title XVI overpayment. |
NOTE: The SERS helpdesk will send the request to OBASA and Office of Finance (OF) for corrective action. |
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You mistakenly input a programmatic remittance in the standard fees SERS store. Example: John Doe has a Title XVI overpayment and would like to repay his overpayment via check. However, you mistakenly submit his check requesting a Detailed Earnings Query (DEQY) in the SERS standard fee store. |
NOTE:The SERS helpdesk will send the request to OBASA for correcting the Agency Location Code (ALC). Once the ALC is corrected, OBASA will create and send the SSA-559 to the PC of jurisdiction to take the corrective action to post the transaction to the correct MBR or SSR, and within DMS. |
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You input the remittance correctly into the SERS application, but scanned the wrong check or money order, and you have the correct check or money still in hand. Example: You created an order for Jane Doe, and scanned the wrong check for her order. The check was for Jack Smith, who was also repaying an overpayment. However, Jane Doe’s check is in your possession, and has not been scanned. |
NOTE: The SERS helpdesk will send the request to OBASA for an ACR request to Treasury, and OBASA or OPSOS will create and send the SSA-559 to the PC of jurisdiction to take the corrective action to remove the incorrect transaction within DMS and on the MBR or SSR and post the incorrect transaction to the to the correct MBR or SSR, and within DMS. For this example, Jane Doe will have two credits on her record with one being incorrect. The corrected action will be to remove the incorrect credit, and transfer it over to Jack Smith’s record. |
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You input the remittance correctly into the SERS application, but scanned the wrong check or money order, and you shredded the correct check or money order without scanning the check or money order. Example: You created an order for Jane Doe, and scanned the wrong check for her order. The check was for Jack Smith, who was also repaying an overpayment. However, Jane Doe’s check was shredded, and you cannot scan or process her actual check she remitted. |
Treat the shredded check or money order as a lost remittance, and follow current instructions in GN 02403.150 and GN 02403.155.
NOTE: The SERS helpdesk will send the request to OBASA for an ACR request to Treasury, and OBASA or OPSOS will create and send the SSA-559 to the PC of jurisdiction to take the corrective action to remove the incorrect transaction within DMS and on the MBR or SSR and post the incorrect transaction to the to the correct MBR or SSR, and within DMS. For this example, Jane Doe will have two credits on her record with one being incorrect. The corrected action will be to remove the incorrect credit, and transfer it over to Jack Smith’s record. |
4. When there are scenarios that are not listed in the previous charts, follow this chart:
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If… |
Then… |
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A credit/debit card remittance for a Title II or Title XVI overpayment or debt is mailed to the FO; |
Follow the current procedures in GN 02403.006D through GN 02403.006F and process through DMS. NOTE: SERS is not equipped to handle credit/debit card transactions when the remitter is not present. |
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The remittance is not related to an overpayment or debt displayed in SERS; Example: John Doe would like to make a payment for his monthly CMS premium. |
Follow current procedures in GN 02403.000 through GN 02403.160 and process through DMS. NOTE: It is possible that a FO can receive many different types of remittances in one day (e.g. CMS premiums and attorney fees). When this event occurs, ensure that you process the remittances using the current procedures in GN 02403.000 through GN 02403.160 and process through DMS. |
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The remitter would like to cancel his or her credit/debit card, check, or money order transaction after he or she initials the Payment Authorization Form, the transaction has been submitted in SERS, and the cancellation request is not due to an SSA error; Example: John Doe returns to the FO with his receipt and requests a refund and cancellation of the transaction. He explains he needs the funds for a personal matter, and want to cancel that payment. |
The FO technician explains to the remitter that the initial transaction was final and dependent upon the remitter reviewing and signing the Payment Authorization Form. NOTE: These are temporary instructions. In the future, SERS will have functionality to reverse or cancel a transaction within the FOs. Until then, please follow these instructions. |
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The remitter would like to cancel his or her credit/debit card, check, or money order transaction after the transaction has been submitted in SERS, and the cancellation request is a result of an SSA error; Example: John Doe requests to make a $50 payment for his Title XVI debt. The FO erroneously processes a $500 payment or the FO did not give him the opportunity to review and initial the Payment Authorization Form prior to submitting the payment in SERS. John Doe requests a refund or cancellation of the transaction, because the amount charged was incorrect or the FO made the error by not allowing him to review the Payment Authorization Form and processing the incorrect amount; |
Obtain his or her contact information, Review the transaction and obtain claims representative or equivalent approval; Add remarks within DMS and include, SERS order number, date, amount, and Title (i.e. Title II or Title XVI); and Forward the request, and a copy of the receipt to the ^SERS helpdesk for assistance. The ^SERS helpdesk will coordinate with headquarter components to resolve. NOTE: These are temporary instructions. In the future, SERS will have functionality to reverse or cancel a transaction within the FOs. Until then, please follow these instructions. |
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The remitter would like to return conserved funds using a U.S. savings bond; |
Follow current procedures in GN 02403.015 since SERS cannot process U.S. savings bonds. |
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SERS returns debts to the storefront but also indicates that the web service encountered some errors; Example: John Doe has three different debts on his MBR and SSR and wants to make a payment for all three, but SERS only displays two debts. |
Review the returned debts to the storefront with the remitter, and process through SERS. For all other debts not retrieved by the web service and not displayed in SERS, follow the current procedures in GN 02403.000 through GN 02403.160 and process through DMS. |
5. Teleservice (TSC) Transaction Query Application
The TSC Transaction query application was created to assist the TSC’s Customer Service Representatives (CSR) with answering inquiries related to remittances processed via SERS. The TSC Transaction query application provides information about orders that SERS processed, and includes a note when a SERS order is incorrect based on the chart above in GN 02403.161G.4.
The TSC Transaction query application has two different tabs:
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SERS Credit/Debit Card Query Tab
This tab allows the CSR to verify a processed credit/debit card remittance via SERS. Each credit/debit card transaction in SERS displays the National 800 Number on the remitter’s statement.
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Programmatic Debt Check & Credit/Debit Card Query Tab
This tab allows the CSR to answer questions from a remitter about specific Programmatic Debt remittance transactions performed in SERS. In addition, this tab will allow the CSRs to see when an order is marked incorrect due to an input error.
H. SERS limitations
1. Display Errors
SERS will not display the debt data for the following scenarios:
when the date of birth fields on the MBR and Numident do not match;
when the Title XVI debtor is deceased; or
when the web service, or any of the other internal data services, encounter an error.
2. Dollar Amount Thresholds
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SERS will not allow a payment greater than the total overpayment or debt amount due.
Example: SERS displays a debt of $400.00; however, we enter a remittance of $500.00 into the SERS.
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SERS will not allow credit/debit card transactions where the total dollar amount is more than $24,999.99 per individual credit/debit card per day. Any one transaction amount more than $24,999.99 per card will not process, and ultimately decline.
Example: A beneficiary with a Title II overpayment for $27,000.00, wants to repay in full via his or her Visa credit card on Monday, October 16, 2017. Due to the limitation, SERS can only process one remittance for $24,999.99 on Monday, October 16, 2017 for this card. After completing the $24,999.99 transaction on that Visa card, inform the beneficiary that we can instantly charge the remaining $2,000.01 balance on a second credit/debit card, using a second SERS transaction, or he or she can write a check for the balance. If the beneficiary does not have a second credit/debit card option currently in his or her possession, request that he or she return to the FO on another day to repay the remaining $2,000.01 balance.
REMINDER: In order to complete a SERS credit/debit card transaction, the remitter must be present.
I. Resources
For further information and assistance on the SERS equipment, contact the SERS helpdesk at 410-966-2001 or by email at ^SERS.
For further information and assistance on using the SERS application or hardware see,
MS SERS 001.001 through MS SERS 001.011
SERS Intranet Site