Best Practices for Assisting Clients with Social Security Filings Online

Navigating the Social Security application process can be complex, and clients may seek guidance from financial professionals to ensure they make informed decisions. However, providing assistance while maintaining compliance with Social Security Administration (SSA) regulations is crucial. This document outlines best practices for assisting clients with Social Security filings while adhering to SSA rules and ethical standards.

Understanding the Application Process Before Filing

Before starting the application, clients should fully understand what they are filing for, the potential impacts, and the eligibility requirements. If necessary, they should consult a Registered Social Security Analyst (RSSA) or credible Social Security expert to ensure they are making the best decision. Factors to consider include:

  • The age at which benefits are claimed and how it impacts monthly payments
  • Eligibility for spousal or survivor benefits
  • The effect of continued work on benefits
  • Taxation of Social Security benefits
  • Coordination with pensions, annuities, or other retirement income

If clients choose to apply online, they must create a my Social Security account at SSA.gov before starting the application.

Why You Should Not Log in for a Client

The SSA strictly prohibits anyone other than the account holder from accessing a my Social Security account, even with permission. Clients are not allowed to share their credentials, and professionals who log in on their behalf could be violating federal law, including the Computer Fraud and Abuse Act (CFAA) and SSA’s Terms of Service. Additionally, unauthorized access could lead to liability risks if errors or misrepresentations occur.

Best Practices for Assisting via Zoom & Screen Share

Providing guidance through screen sharing while the client files for benefits can be a helpful and compliant alternative. Follow these best practices:

Client Must Be in Control

  • The client must enter their own username and password and submit their application.
  • If using screen sharing, have them pause the screen sharing while entering credentials.

Avoid Taking Remote Control

  • Never request or accept remote access to the client’s computer. Instead, verbally walk them through the process.

Stick to Educational Guidance

  • Explain what fields mean and discuss options, but let the client make the final decisions.
  • If drafting responses, do so outside the SSA portal (e.g., in a document) for the client to review and input themselves.

Do Not Submit Forms on Their Behalf

  • The client must click the final submission button to ensure they are personally attesting to the accuracy of the information.

Avoid Recording the Session

  • Do not record Zoom sessions to protect sensitive client information.

Use a Disclaimer

  • Consider having a standard disclaimer stating that the advisor is only providing guidance and is not directly accessing the client’s account or making decisions for them.

Key Steps in the Application Process

To ensure a smooth filing experience, clients should be informed about the general steps of the Social Security retirement and spousal benefits application process:

1. Gather Required Information

Before applying, clients should collect the following, especially when completing the application in person:

  • Social Security number
  • Relevant Birth and/or Death certificates
  • Marriage and divorce details (if applicable)
  • Bank information for direct deposit

2. Choose the Application Method

  • Online: Apply at SSA.gov (requires a my Social Security account)
  • By phone: Call SSA at 1-800-772-1213
  • In person: Visit a local SSA office (appointment required)

3. Complete the Application

The online application consists of the following sections:

  • Identification Section – Personal details, Social Security number, birth and citizenship information.
  • General Information – Marital history, dependent information, work history, pension and annuity details.
  • Other Benefits – Medicare, SSI, and any other benefits that may affect Social Security payments.
  • Review & Submission – The client must carefully check all information before clicking Submit Now.

4. Consider Complicated Items

Some applications require additional considerations:

  • Dependents – Minor children, disabled adult children, or spouses may qualify for benefits.
  • Survivor Benefits – If applying as a widow(er) or divorced spouse of a deceased worker, different rules apply.
  • Pensions – Certain pensions (such as those from non-covered government employment) may affect Social Security benefits due to the Windfall Elimination Provision (WEP) or Government Pension Offset (GPO).

5. Submit the Application

Clients must electronically sign the application themselves. If applying by phone or in person, SSA may require additional signatures.

6. Monitor the Application Status

  • Clients can check their application status through their my Social Security account or by calling the SSA.

7. Understand Appeal Rights

  • Clients have 60 days to appeal the application, with options for reconsideration, hearings, or further reviews.

Alternatives for Clients Who Need More Help

If a client struggles with the process, they may:

  • Appoint a trusted family member to assist with the application.
  • Call the SSA directly at 1-800-772-1213 for support.
  • Apply in person at their local SSA office.
  • Designate a Representative Payee if they cannot manage their benefits independently.

For more information, visit:


FOR MORE INFORMATION ON HOW TO FILE FOR SOCIAL SECURITY BENEFITS, SELECT THE LINK BELOW. Link

Conclusion

Registered Social Security Analysts (RSSAs) and financial professionals play a key role in helping clients navigate Social Security filings, but it is essential to do so in a way that respects SSA regulations and avoids legal risks. By following best practices, such as guiding clients through Zoom and screen sharing, avoiding direct logins, and referring clients to appropriate SSA resources, professionals can provide valuable assistance while staying compliant. Additionally, for clients unable to manage their benefits, designating a Representative Payee may be a necessary step to ensure their financial well-being.


Created: 3/5/2025

Updated: 3/18/2025

Author: Norm Haug / AI Assisted


Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.