December 8, 2021: Retained Servicing Social Security Number or Individual Taxpayer Identification Number Updates

A new procedure has been published in KnowledgeOwl for Retained Servicing regarding updates to Social Security Numbers (SSN) or Individual Taxpayer Identification Numbers (ITIN).

Key points include:

  • Overview of Social Security Numbers
  • Overview of Individual Taxpayer Identification Numbers
  • Indicators the customer’s SSN or ITIN need updating
  • Contact Center Procedure and documentation required from customer

The content of this procedure is shown below and can also be located in KnowledgeOwl for Retained Servicing by navigating to:  

Home >> Account Maintenance >> Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) Updates

Please contact your supervisor or manager if you have any questions.

Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN) Updates


A Social Security Number (SSN) is a 9-digit number used to continuously connect a person with Social Security.  It helps identify and accurately record covered wages and self-employment earnings.  A Social Security Number is important because it is needed to get a job, collect Social Security benefits, and receive some other government services.

The Social Security Administration issues Social Security cards to:

  • U.S. Citizens/ Permanent Residents
  • Non-residents who work in the U.S. 
  • Non-residents who need it to get a benefit or service

An Individual Taxpayer Identification Number (ITIN) is a tax processing number issued by the Internal Revenue Service (IRS).  The IRS issues ITINs to individuals who are required to have a U.S. taxpayer identification number but who do not have, and are not eligible to obtain, a Social Security Number (SSN) from the Social Security Administration (SSA).

The IRS issues ITINs to help individuals comply with the U.S. tax laws, and to provide a means to efficiently process and account for tax returns and payments for those not eligible for Social Security Numbers.  ITINs are issued regardless of immigration status, because both resident and nonresident aliens may have a U.S. filing or reporting requirement under the Internal Revenue Code.  ITINs do not serve any purpose other than federal tax reporting.

An ITIN does NOT:

  • Authorize work in the U.S.
  • Provide eligibility for Social Security benefits
  • Qualify a dependent for Earned Income Tax Credit Purposes

Indicators that the customer’s SSN/ITIN needs updated may include:

  • The customer indicates their SSN/ITIN is incorrect on the account or on their loan documents.
  • The customer indicates they have a new SSN or ITIN.
  • The customer indicates they did not have an SSN or ITIN at the time of origination, but they have one now.
  • The customer indicates they had in ITIN, but they now have an SSN.

Contact Center Procedure

If a customer contacts the Call Center advising that ServiceMac has an incorrect SSN/ITIN or that there is an update or change to their SSN/ITIN, then the Customer Service Team Member completes the following steps:

1. Advise the customer to send in evidence of their SSN or ITIN update

If there is an update to a (an)…

Then a…


SSN Card or a completed W9 Form can be provided


Letter of Issuance from the Internal Revenue Service assigning the ITIN or a completed a W8 Form can be provided.

2. Inform the customer a review will be completed, and the account will be updated within 7-10 business days once documentation is received

3. Notate the SERN screen in MSP to indicate that the customer called to inquire about updating their SSN or ITIN and that the customer was advised to send documentation