refresher course on frontline servicing

MEMBERS/ERs* SUBMIT CLAIM APPLICATIONS TO SSS

SSS MAIN OFFICE/BRANCHES

* RECEIVES & PROCESSES CLAIMS

CHECKS and PAYMENT ADVICE

MEMBER/ERsRECEIVE PAYMENT

POST OFFICE* RECEIVES CHECKS / PAYMENT ADVICE AND DELIVERS TO MEMBERS/ERs

MEMBERS/ERs

* SUBMITS CLAIM APPLICATIONS TO SSSSSS MAIN OFFICE/BRANCHES

* RECEIVES & PROCESSES CLAIMS

CHECKS, CREDITADVICE & REPORTS

* BANK RECEIVES CHECKS & REPORTS AND CREDITS AMOUNT TO ER ACCOUNT

Disbursement Procedure thru Bank

The SMEC Benefit Payment thru the Bank Program involves the remittance by SSS of sickness and maternity reimbursements to the employer’s designated SSS accredited bank, which in turn shall be credited to the employer’s savings or current account.

Currently, payment thru the bank is optional for employers and implemented in NCR only

SSC Res. No. 650-s. 2011 dated June 8, 2011 approved the mandatory nationwide implementation of payment thru the bank, with exemptions subject to approval by the VP, Benefits Admin. Division

Office Order 2012-023 & Circular 2012-008 SUPERSEDES Circular 8-P dated September 2002

Phase 2 implementation (Future)

1. Allied Banking Corporation2. Asia United Bank3. Bank of Carmona, Inc.4. Bank of Commerce5. Bank of the Philippine Islands6. Century Savings Bank7. China Banking Corporation8. Citystate Savings Bank9. Country Rural Bank of

Taguig, Inc. 10. Eastwest Bank11. Maybank12. Metropolitan Bank & Trust Co

1. Phil. Bank of Communication2. Phil. Business Bank3. Phil. National Bank4. Phil. Postal Savings Bank5. Phil. Savings Bank6. Phil. Veterans Bank7. Rizal Commercial Banking

Corporation (RCBC)8. RCBC Savings Bank9. Rural Bank of Pililla, Inc.10. Security Bank 11. Standard Chartered Banking Corp.12. Union Bank of the Philippines

1. All employers shall be required to enroll in the program at any of the SSS-accredited bank using the prescribed SMB-PB Form.

2. Existing savings or current account of the employer in an SSS-accredited bank may be enrolled in the program.

1. The bank account Signatory/ies specified in the SMB-PB Form shall be the authorized bank account signatory/ies designated by the employers/company’s Board of Directors as appearing in the bank record.

1. The SMB-PB Form shall be signed by the authorized company signatory certified by the employer in the SSS Form-L501.

POLICY

1. Designated bank shall certify the correctness of the bank account information indicated in the SMB-PB Form and forward the form to SSS.

POLICY

1. The employer shall notify SSS of any change in the bank account information or closure of the bank account immediately by accomplishing the SMB-PB Form to avoid delay in the processing of reimbursement claims.

1. In case of revocation of bank’s accreditation with SSS, the employer shall be notified to open an account at other SSS-accredited bank under this program to avoid delay in the processing of reimbursement claims.

1. In case of bank closure or bank holiday, the benefit reimbursements remitted to the employer’s bank account shall be governed by the banking rules and regulations.

Employers shall submit SMB PB Form thru -

SSS Branch OTC - for exemption and cancellation of enrollment transaction

SSS-accredited Bank - for enrollment and amendment transaction

• Bank representative will submit 2 copies of the enrollment form to SSS

• Bank will return approved/disapproved enrollment form to employers

Thru SSS Website - (future enhancement)

Receipt & Processing of ER’s Enrollment in the Program

1. Receives the following from bank representative – 2 copies each of SMB-PB Form and TL

2. Establishes identity of bank representative thru his SS card or 2 valid IDs both with signature and at least 1 with photo.

Note:If without SS card or 2 valid IDs; or with required IDs but with discrepancy in facial features against photo in ID/s – Prints rejection letter at the back of the SMB-PB Form and releases to filer.

FRONT BACK

1. Checks completeness of information in the SMB-PB Form.

1. Checks if “Bank Certification” portion of the SMB-PB Form is properly accomplished by the bank

PART I (A) – To be filled-out by ER (EMPLOYER INFORMATION)

PART I (B & C) – To be filled-out by ER (BANK ACCOUNT INFORMATION & ER CERTIFICATION)

PART II – To be filled-out by Bank

Bank certifies the correctness of bank account information stated by the employer in Part I (B) of SMB-PB Form.

1. Verifies the employer’s authorized company signatory in the SSS Form-L501

1. Verifies the bank’s BRSTN from the accredited banks for sickness/maternity inquiry, Miscellaneous Inquiry Module of the SSS Web Inquiry System and writes in the SMB-PB Form

1. Performs on-line eligibility verification in the Employer Inquiry Module of the SSS Web Inquiry System by encoding the ER number to establish the following:• ER number is valid• ER name and address are correct• ER status is active• ER has no existing bank account enrolled

1. Determines result of screening and on-line eligibility verification

IF DISAPPROVED:

a. Accesses “Outright Rejection” of the Employer Inquiry Module and selects appropriate rejection reason/s

b. Affixes signature over printed name and indicates date in the “Processed By” portion of the form.

c. Issues 2 copies of SMB-PB Form to bank representative

Note: The bank representative shall be responsible in returning the disapproved SMB-PB Form to employers.

Affixes signature over printed name & indicates date and time at the “Processed by” portion of the Form

IF APPROVED:

a. Places checkmark on the “Approved” box portion of the SMB-PB Form.

b. Stamps “Received”, affixes signature over printed name and indicates date & time in the “Processed By” portion of the SMB-PB Form.

c. Issues duplicate copy of SMB-PB Form to bank representative

Note: The bank representative shall be responsible in returning the duplicate copy of the approved SMB-PB Form to employers.

PART III of SMB-PB Form – To be filled-out by SSS

Indicate “BRSTN” in the SMB-PB Form; and

Affix signature over printed name and indicate date and time in the “Processed By” portion of the SMB-PB Form.

1. Encodes employer’s enrollment information in the Employer Inquiry Module of the SSS Web Inquiry System.

1. Prints list of encoded SMB-PB Forms and forwards together with the approved SMB-PB Form to Branch Head.

1. Retrieves list of encoded SMB-PB Forms for review from the Miscellaneous Inquiry Module of the SSS Web Inquiry System.

1. Reviews encoded SMB-PB Forms by comparing the data on screen against data on SMB-PB Forms.

If does not match• Effects correction/s through the Miscellaneous Inquiry

Module of the SSS Web Inquiry System.

1. Affixes signature over printed name and indicates date in the “Reviewed By” portion of the SMB-PB Form.

1. Forwards reviewed SMB-PB Forms to Senior Clerk for file.

APPROVED ENROLLMENT Affixes signature over printed name & indicates date and

time at the “Reviewed by” portion of the Form

1. SSS Branch shall evaluate and recommend approval/denial of the employer’s request for exemption from the program, for the following cases:a. Location is far from the bank/high risk areab. Number of personnel is less than 5c. Employer can not afford the average daily balance (ADB)

required by the bank

1. The Vice President of the Benefits Administration Division shall review and approve/deny the employer's request for exemption from the program as evaluated by the branch.

1. Employers with approved exemption from the program shall continue to receive their reimbursements thru checks mailed to their address.

1. Receives from ER/ER representative the following:a. Two (2) copies of SMB-PB Form with check mark for

“Exemption”b. Letter requesting for exemption from the program, if any.

1. Establishes identity of ER/ER representative thru his SS card or 2 valid IDs both with signature and at least 1 with photo.

Note:If without SS card or 2 valid IDs; or with required IDs but with discrepancy in facial features against photo in ID/s, Prints rejection letter at the back of the SMB-PB Form and releases to filer.

1. Checks completeness of information in the SMB-PB Form

1. Verifies the employer’s authorized company signatory in the SSS Form-L501

1. Verifies the following employer’s static information in the SSS Web Inquiry System • ER number• Name• Address• Coverage/membership/account status

1. Determines result of screening and verification

If in order:a. Checks if with attached letter-request from ER

• If with letter-request, determines reason for the request for exemption and places check mark on the corresponding reason in Part III of the SMB-PB Form.

• If without letter-request, interviews filer to determine the reason for the request and places check mark on the corresponding reason in Part III of the SMB-PB Form.

b. Stamps “Received”, affixes signature over printed name and indicates date & time in the letter, if any, and in the ”Processed By” portion of the SMB-PB Form.

c. Issues duplicate copy of SMB-PB Form to ER/ER rep.d. Advises ER/ER representative that the result may be verified 5

working days from receipt of the request.

EXEMPTION IS IN ORDER

If with discrepancy/ies:a. Prints rejection letter at the back of the SMB-PB Form. b. Affixes signature over printed name and indicates date &

time in the “Processed By” portion of the form.c. Issues 2 copies of SMB-PB Form and letter-request, if any, to

ER/ER representative

EXEMPTION WITH DISCREPANCY/S

1. Encodes employer’s information and request for exemption in the in the Employer Inquiry Module of the SSS Web Inquiry System.

1. Forwards SMB-PB Forms and letter-request, if any, to Branch Head.

1. Retrieves list of encoded request for exemption in the Miscellaneous Inquiry Module of the SSS Web Inquiry System and selects appropriate recommendation:• Approved• Disapproved

1. Evaluates reason for exemption indicated in the SMB-PB Form and letter-request, if any.

If Approved:a. Commits the recommendation for approval by the Vice

President, Benefits Administration Division.b. Files SMB-PB Form together with the letter-request, if any, while

waiting for decision by the VP, Benefits Administration Division.

If Disapproved:a. Places check mark on the “Disapproved” box portion of the

SMB-PB Form and indicates the reason for disapproval.b. Affixes signature over printed name and indicates date in the

“Confirmed By” portion of the formc. Forwards SMB-PB Form together with the letter-request, if any,

to Senior Clerk for mailing

DISAPPROVED EXEMPTION

1. Retrieves list of request for exemption for review in the Miscellaneous Inquiry Module of the SSS Web Inquiry System.

1. Reviews on-screen the recommendation of the Branch Head. If concurs with the recommendation • Effects approval of the exemption in the Miscellaneous

Inquiry Module of the SSS Web Inquiry System.If does not concur with the recommendation• Effects disapproval of exemption in the Miscellaneous

Inquiry Module of the SSS Web Inquiry System.

1. Retrieves list of request for exemption from the Miscellaneous Inquiry Module of the SSS Web Inquiry System.

1. Determines if request is approve or deny. If approved • Affixes signature over printed name and indicates date in the

“Confirmed By” portion of the SMB-PB Form.• Forwards SMB-PB Form to Senior Clerk for release to

RIMD/RIMT.If disapproved• Places check mark on the “Disapproved” box portion of the

SMB-PB Form and indicates the corresponding reason for disapproval.

• Affixes signature over printed name and indicates date in the “Confirmed By” portion of the SMB-PB Form.

• Forwards SMB-PB Form to Senior Clerk for mailing.

1. All sickness and maternity benefit reimbursement applications shall undergo verification to determine if employer is enrolled in the program or with approved request for exemption.

1. Only sickness and maternity benefit reimbursement applications of employers who are enrolled in the program or with approved request for exemption from the program shall be accepted for processing.

1. Receives sickness and maternity benefit reimbursement applications from ER/ER representative.

1. Performs on-line eligibility verification in the Employer Inquiry Module of the SSS Web Inquiry System to determine whether the:

• Employer is enrolled in the SMB Payment thru the Bank

Program• Employer has approved request for exemption from the

program

1. Determines result of on-line eligibility verification

If approved

• Screens the sickness and maternity benefit reimbursement applications following the official manual of procedures

If disapproved

• Places check mark on the appropriate denial reason in the pro-forma denial letter with the information that the employer is required to enroll in the program.

• Affixes signature over printed name and indicates date in the letter. • Releases letter together with the sickness/maternity benefit

reimbursement applications following the official manual of procedures.

SSS Form L-501

VERIFICATION OF BANK BRSTN IN THE LIST OF ACCREDITED BANKS

1. At the SSS WINS – select “Miscellaneous Inquiry”

1. Select “Accredited Banks for SICMAT Inquiry”

1. Encode designated bank “name or first letter + %”, then click “search”

1. Select “ER designated bank”

1. On the ERs designated bank, search for the bank address and the corresponding BRSTN

1. At the SSS WINS – Select “Employer Inquiry”

SMB-PB ELIGIBILITY INQUIRY

1. Encode “ER ID number”, then click “search”

1. Check the following:• ER name & address & status• Eligibility result under ER Details of SMB-PB

Possible eligibility results:• ER number is invalid• ER status is inactive• ER has existing bank account enrolled

1. At the SSS WINS – select “Employer Inquiry”

OUTRIGHT REJECTION OF SMB-PB APPLICATION

1. Encode “ER ID number”, then click “search”

1. At the “Outright Rejection” – Click “SMB Payment thru the Bank”

1. Place checkmark beside the applicable Rejection Reason/s, then Click “Accept Rejection Reasons”

1. Click “icon printer” to print the rejection letter at the back of SMB PB Form, then click “Commit Rejection Reason”

1. At the SSS WINS – Select “Employer Inquiry”

ER ENROLLMENT MODULE

MEMBER SERVICE REPRESENTATIVE

1. Encode “Employer Number”, then click “search”

1. On the “Eligibility” option, select “ER Bank Account Enrollment”

1. On the Enrollment Data Entry, wait for the “Employer Address and Postal Code” to appear

5. On the Enrollment Data Entry, select appropriate “Transaction Type” button, then click “Submit”

6. On “Bank Branch Station”, place checkmark at “By BRSTN” and encode BRSTN or “By Name” and select from the drop down list

7. Encode “ER Bank Account Number”, then click “Submit”

8. Click “OK” to continue

9. Click “OK” to review the encoded data. Select “Submit” if in order or “Back” if with dicrepancy/ies

10. Click “OK” to commit the transaction

11. Encode “ER number”, for another Application

1. To print the encoded application (End of Day), select the “Miscellaneous Inquiry ” to go to the “List of Encoded Applications” menu

1. Select “SMBPTTB - List of Encoded Applications” to view the encoded applications

1. Type the date or select date from the calendar

1. When using the calendar, Click on the “applicable date.”

1. Click “Submit “ to view the list of encoded applications.

1. “Print” list of encoded applications and forward to Branch Head together with the SMB-PB Forms for review.

REVIEW OF ENCODED ENROLLMENT/ AMENDMENT

1. At the SSS WINS – select “Miscellaneous Inquiry”

BRANCH HEAD

1. Select “SMBPTTB – List of encoded enrollment”

3. Encode the date or select date from the calendar, then click “submit”

4. Review encoded SMB-PB Forms by comparing the data on screen against data on SMB-PB Forms.

CORRECTION OF ENCODED ENROLLMENT

1. If does not match, go to the Miscellaneous Inquiry Module, select “SMBPTTB - Maintenance of Employer Enrollment” to effect correction/s.

1. Encode the corresponding “ER number”, click on “Submit”

1. Encode applicable correction (BRSTN or Account Number), then click on “Confirm”

1. At the SSS WINS – select “Employer Inquiry”

ENCODING OF REQUEST FOR EXEMPTION

1. Encode “ER ID number”

ENCODING OF REQUEST FOR EXEMPTION ENCODING OF REQUEST FOR EXEMPTION

1. On the “Eligibility” option, click “ER Bank Account Enrollment”

1. On the Enrollment Data Entry, wait for the “Employer address and Postal Code” to appear

1. On the Enrollment Data Entry, place checkmark at “Exemption” button on “Transaction Type”, then select appropriate “Reason” from the dropdown list, then click “Submit”.

1. In the message “You are about to submit records. Do you want to continue?, Click “OK”.

1. In the message “ER’s application for exemption has been committed to the database”, Click “OK”.

1. To inquire on the status of Employer’s request for exemption, type the “ER number” then click on “search.“

1. Status of Employer’s SMB-PB application “with pending exemption application . . . “

PROCESSING OF REQUEST FOR EXEMPTION

1. At the SSS WINS, select “Miscellaneous Inquiry”

BRANCH HEAD

1. Select “SMBPTTB – Approval of ER’s Request for Exemption”

1. If for Approval, click on the button at the left side of the transaction, then click “Approved”

4. Click “OK” to submit Approval

1. Click “OK” to commit transaction. Click “List of Approved Exemption” to view details

1. If for Disapproval, click on the button at the left side of the transaction, then click “Disapproved”

1. Select “Disapproval Reason” from the drop down list, then click “Confirm”

8. View “List of Disapproved Request for Exemptions”

APPROVAL OF REQUEST FOR EXEMPTION

VP – BENEFITS ADMINISTRATION DIVISION

1. At the SSS WINS, select “Miscellaneous Inquiry”

1. Select “SMBPTTB – Approval of Branch Request for Exemption”

3. These are the list of request for approval

1. Select ER for approval, check on the appropriate box. Click on “Approved” to commit approval.

1. Select “OK” to commit approval.

1. Click “OK” to acknowledge transaction.

1. Select “List of Approved Exemption” to view the list of approved requests

1. These are the list of approved exemption

1. Click on the ER for disapproval then select “Disapproved” box.

1. Select from the dropdown menu box the appropriate rejection reason

1. Select “Confirm” to commit the disapproved request

DISAPPROVAL OF REQUEST FOR EXEMPTION

1. Select “OK” to acknowledge transaction.

1. Click on “List Disapproved Exemption” to view the disapproved requests

1. These are the list of disapproved requests for exemption

WARNING MESSAGE

MEMBER SERVICE REPRESENTATIVE

1. At the Eligibility, select “Sickness/Maternity”

1. Select claim to be availed by member from the list of benefits

WARNING MESSAGE

1. If sickness is to be availed, encode “Confinement start, confinement end and reporting employer ID number of member”, then click submit

WARNING MESSAGE

1. A warning message appears.

WARNING MESSAGE

CONTACT PERSON

MS. DALLY CALUMARDEcalumardeob@sss.gov.ph

MR. RIC VILLAFLORvillaflorrm@sss.gov.ph

Tel. Nos: 9247865; 9206401 loc 5780 - 82

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