Suspense Priorities
Daily
What does Pay as Billed mean?
The account is paid with no remaining balance.
What status is used when a client send multiple payments per invoice?
Additional Payment
What should the RAS do when the payment discrepancy matches an OSS charge billed on the CARBS invoice?
Instruct the RA to pay MM-YY and leave OSS unpaid.
Call/email the client regarding the unpaid OSS.
What is the process when a payment in suspense is for Underwriting?
Prepare a Problem form.
OATS Status, Pending Transfer.
What is the required timeframe for adding comments in OATS for blank comment items?
Comments are required in OATS within 5 days.
What is the OATS suspense comment for an approved Self-Billed account that has billed Optional Service charges?
Please allocate per SB guidelines toward MM-YY and mark OSS charges paid or unpaid.
What does Pending Invoice/Binder indicate?
Binder payment for a new account or a Self-Billed payment received before the invoice printed
What should the RAS do if a client paid the Total Amount Due (TAD) but it won't Pay as Billed (PAB)?
Call/email the client to explain the timing issue of payments received vs when the invoice produced. Confirm if the overpayment can be applied to future invoices.
What does the RA need when a RAS allocates a payment in Webtool NPAB?
RAS Feedback Form (RFF) in OATS
RFF date
Invoice number
Amount allocated
How the allocation was completed
Permission for the RA to move forward with the next allocation
What information should the RAS enter in OATS suspense for a Pending Transfer status?
The batch number of the CEPP and date of transfer.
What should you do if a CDR backup file is invalid or missing?
Updates OATS suspense comment that backup was requested.
Change status to Waiting for Backup
When would you use the status, PAB and Leave in Suspense?
Used when the discrepancy is unidentifiable and over 5% of previous month's premium (unable to dummy line) and remaining funds are unable to be applied to previous month's invoice.
Client must have confirmed additional funds are to be used for the following month. Email must be in OnBase.
What is the correct suspense comment when the client took the EU & RB's twice?
Apply funds to MM-YY invoice, client paid CC and deducted EU & RB's twice.
What should the RAS do if allocation instructions have been provided to the RA and the allocation is not completed within two days?
Follow the escalation process
Add another comment with date following up on the status of the allocation.
If no response after 2 business days from the follow-up, email RM Inventory.
What should be included in comments for accounts with aging balances over 30 days?
Response from the client on how to allocate
Extra follow up to the client
what barriers exist that keep the payment from being allocated
Progress on resolving the barriers to allocation
What should the RAS do if a Self-Billed account discrepancy is above the approved threshold percentage?
Self-Billed audit
When would you use the status, Waiting for Backup?
When the payment does not pay as billed and you are unable to determine how the payment should be allocated.
Documentation of outreach and follow ups need to be saved in OnBase
What must the RAS comment include for the RA to allocate when an invoice has been skipped
Approval to skip the open invoice.
Example: Approval to skip October 2025 invoice and allocate to November 2025.
What should the RAS do if a payment is for another Client ID?
Follow KX article 55962 Requesting funds to be moved between Client ID's
Prepare a Payment Research Transfer Template and forward to RM Inventory or Ellie Hopper depending on the TRO Code and cc the impacted RAS
What happens when a payment ages 150 days in suspense?
It hits the SOX control report.
Items reaching 150 days need to be managed every 5 days to assist in resolution (allocation/transfer/refund).
Check is payment backup is in iView
Use CARBS, general suspense comments and emails to research
After reviewing CARBS/emails, reach out to the client for backup
Why would an RA use the status, Pending RAS Action?
The RA needs more information from the RAS to complete the allocation.
Self-billed account is over the approved threshold.
RAS Feedback Form (RFF) is required to move forward with the allocation.
Backup is insufficient for allocation.
When should a Dummy Line be used?
When there is an unexplained discrepancy (credit or charge). The amount is not tied to a particular subscriber and does not match the calculation of any billed amounts.
What is the process when a payment in suspense is for a Direct Memo?
Complete a Problem Form