a training guide for the experienced a/opc– citibank® custom
TRANSCRIPT
A Training Guide for the EXPERIENCED A/OPC
Citibank® Commercial Cards, Government Services
The Seventh Annual GSA SmartPay Conference
© Copyright 2005 Citigroup Inc. All rights reserved. CITIBANK, CITIDIRECT and CITIGROUP and the Umbrella Device are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world.
Paul Plymel, Lorraine Norman, August 31, 2005
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Goal & Objectives
To provide effective training tools for the A/OPC
Discuss best practices
To assist A/OPCs with running efficient and effective card programs
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Agenda
Credit Card Basics
Get to Know your Citigroup Support Teams
citimanager.com
Citigroup Process and Procedures
How to Manage a Successful Card Program
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LIMITS*
Corporate Credit Limit&
Cardholder Limits:Single Purchase LimitDollar Amount per DayCycle Spending Limit
# of Authorizations per Day#of Transactions per cycle
Merchant Category Code Group
TSYS checks the customer database
and returns authorization or
decline
TSYS checks the customer database
and returns authorization or
decline
Visa /MasterCard network
carries the data to the processor, Total System (TSYS)
Visa /MasterCard network
carries the data to the processor, Total System (TSYS)
Merchant or Acquiring BankMerchant or
Acquiring Bank
Merchant inputs or scans the card
number, expiration date and $ amount
for approval
Merchant inputs or scans the card
number, expiration date and $ amount
for approval
Employees providecard or account
number to merchantfor payment
Employees providecard or account
number to merchantfor payment
Agency distributes cards to their
employees
Agency distributes cards to their
employees
Credit Card Basics
Citibankissues
Visa / MasterCard
Citibankissues
Visa / MasterCard
*Cardholder limits will refresh based upon a designated cycle date.
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Your Citigroup Support Team
Customer Service
CitiDirect® Card Management System Help Desk
Collections
Fraud Early Warning (FEW)
Disputes
Application processing and maintenance
Client Account Managers
Business development
Solutions engineering
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Your Citigroup Support Team (continued)
(800) 790 – 7206
Network Integrated Voice Response - NIVR– Option 1 - Automated account information
• Balance• Available credit• Payment information• Payments address
– Option 3 - Select new PIN number
– Option # - Automated card activation
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Your Citigroup Support Team (continued)
(800) 790 – 7206
Option 2 - System support and file delivery help desk – Password resets– Issue resolution– Questions regarding:
• File delivery • CitiDirect® Card Management System • Citibank® Electronic Reporting System• Citibank® Custom Reporting System• Citibank® Online Statements
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Your Citigroup Support Team (continued)
(800) 790 – 7206
Option 0 - Customer Service– Cardholder and A/OPC
• Maintenance on the cardholder’s account » e.g., address changes, statement requests, disputes, etc.
– A/OPC• Change credit lines for individuals• Add, delete or change limit of cash for individual• Change single-purchase limits• Close and reopen accounts of individuals• Force authorizations in emergency situations
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Your Citigroup Support Team (continued)
Customer Service Representative– Collect (904) 954 – 7850
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Your Citigroup Support Team (continued)
(800) 790 – 7206
Option 4 - Client Account Services
Must know the five-digit extension of CAS Manager– Any maintenance on billing accounts– MCC Codes / templates– Troubleshooting– Reconciliation– Set-up User IDs
• CitiDirect® Card Management System• Citibank® Electronic Reporting System• Citibank® Custom Reporting System
– Projects
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Who to Call (continued)
Paula Gillon
Mark Eckles
Paul Plymel
Melissa Landis
Sarah Aldrufeu
Alex Medina
Ken Fudge
Gail Vavrek
Jeanette Antone
Shadara Reed
Eddie McKenzie
Steve Babine
Becky Riley Kaylen Woodard
Delon Pleiman
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Your Citigroup Support Team (continued)
Collections– Cardholder delinquency– (800) 473-1393– Collect (904) 954-8665
Recovery – Card member charge off inquiries: (888) 891-2873– A/OPC dial (904) 954-7466– Charge-off accounts– Salary off-set program
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Your Citigroup Support Team (continued)
Fraud Early Warning– (800) 945-3114– Early detection– Failed verification
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Other Contact Information
Disputes– Fax number (605) 357-2019
Security operations / affidavits– Fax number (605) 330-6801
Account maintenance– Fax number (605) 330-6801
Applications– Fax number (605) 357-2092
Citibank Government Services– P.O. Box 6125
Sioux Falls, SD 57117
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Citibank Process and Procedures (continued)
A/OPC setup– Government A/OPC Set-up / Maintenance Form - CB006– Faxed to your Client Account Manager - (904) 954-7700– Multiple hierarchies require individual forms– Complete all hierarchy information– Must be signed by current A/OPC
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Citibank Process and Procedures (continued)
Hierarchy changes– CitiDirect® Card Management System (at the cardholder level)– Government Purchase or Travel Card Maintenance Form - CB002– Fax to Account Maintenance (605) 330-6801
Reminder - Purchase card changes are pended for completion the day after cycle
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Citibank Process and Procedures (continued)
Setting up new cardholders– CitiDirect® Card Management System for Purchase
or Centrally Billed Travel– Government Purchase Card Setup Form – CB001– Government Travel Card (Individually Billed Account) Setup Form –
CB004– Government Travel Card (Centrally Billed Account) Setup Form –
CB005– Fax to Applications Department (605) 357-2092
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Citibank Process and Procedures (continued)
Setting up new cardholders - information needed– Verification– IB - cardholder signature– IB - Social Security number– Date of birth (DOB)– Home physical address
Home phone number– A/OPC signature– Complete hierarchy– MCC template– Credit / cash limits– Single purchase limits– Any agency specific information, such as ASC / LOA information
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Citibank Process and Procedures (continued)
Maintaining cardholder accounts– CitiDirect® Card Management System – Call Customer Service– Government Purchase or Travel Card Maintenance Form - CB002
• Fax to Account Maintenance (605) 330-6801
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Managing a Successful Card Program
Use Citibank reporting tools– Citibank® Electronic Reporting System / TBR– Citibank® Custom Reporting System
Card usage, misuse and delinquency – Review transactions– Agency-approved purchases only– Control credit limits and MCC templates– Close inactive cards– Keep cardholder information updated
Citibank® Electronic Reporting System upload / download
Citibank® Online Statements
Manage disputes
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Managing a Successful Card Program (continued)
Use Citigroup reporting tools– How to analyze reports– Why it is important to review reports regularly– Creating reports
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Managing a Successful Card Program (continued)
Why we restrict merchant category codes (MCC Codes)
Lower risks
How to ensure unwanted MCC Codes are blocked
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Managing a Successful Card Program (continued)
Normal credit limit
Disaster credit limit
Guam credit limit
Reduced credit limit
Restricted credit limit
Credit limits
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Managing a Successful Card Program (continued)
Split disbursement– What is split disbursement?– How is the voucher divided– Benefits of using split disbursement
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Summary
Knowledge is power
Effective tools lead to effective card program
Remember www.citimanager.com
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Reminders
Thank you for attending this session!
Visit the Citigroup Welcome Center– Hynes Ballroom 306, on the third floor– National Industries for the Blind will have a display of products
Visit the Citigroup Technical Demonstration Center– Hynes Ballroom 305, on the third floor
Citibank hands-on training sessions– Hynes Ballroom B, on the third floor
Please take a moment to complete your GSA survey for this session