citibank support: a training guide for the new...

GSA Federal Supply Service

Citibank Support:A Training Guide

for the NEW A/OPC

1

Citibank Support: A Training Guide for the NEW A/OPC

Citibank® Commercial Cards, Government Services

The Eighth Annual GSA SmartPay ConferenceBeth Berry, Ken Fudge, August 1, 2006

Explore

2

Goal & Objectives

To provide training tools for the new A/OPC

To assist new A/OPCs with managing efficient and effective card programs

3

Agenda

Credit Card Basics

Important Contact Information

CitiManager® Web Site Overview

Program Management Tools

Best Practices

4

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

Organization distributes Cards to their

employees

Organization distributes Cards to their

employees

Credit Card Basics

Citibankissues

Visa/MasterCard

Citibankissues

Visa/MasterCard

*Cardholder limits will refresh based upon a designated cycle date.

5

Credit Card Basics

Level 1– Merchant name– Purchase date– Total purchase amount– Merchant category code (MCC)

Level 2– Sales tax amount– Point of sale code

Level 3– Item quantities, unit of measure, item pricing– Product codes, description– Ship to zip– Freight amount, duty amount

Levels of transaction detail

6

Your Citigroup Support Team

Customer Service

CitiDirect® Card Management System Help Desk

Collections

Fraud Early Warning (FEW)

Disputes

Application processing and maintenance

Client Account Services (CAS) Managers

7

Important Contact Information

(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 # - Card activation

8

Important Contact Information (continued)

Option 2 - System support and file delivery help desk – Questions regarding:

• File delivery

• CitiDirect® Card Management System

• Citibank® Electronic Reporting System

• Citibank® Custom Reporting System

• Citibank® Online Statements– Password resets– Issue resolution

9


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– Collect (904) 954–7850

10


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

12


Collections– Cardholder delinquency– (800) 473-1393– Collect (904) 954-8665

Recovery – A/OPC only– (904) 954-7466– Charge-off accounts– Salary off-set program– Cardholders charge off inquiries: (888) 891-2873

13


Fraud Early Warning– (800) 945-3114– Early detection– Failed verification

14

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

15

CitiManager® Overview

CitiManager® Web site

16

CitiManager® Overview (continued)

17


Card solutions

18


Purchase card

19


Newsletters

20


Newsletters

21


Reference

22


23


24


25


26


Appendix C

27


Appendix C

28


Detailed account listing

29


Appendix E

30


Appendix E

Citibank Support: A Training Guide for the NEW A/OPC

Ken FudgeCitibank

32

Program Management Tools

Appendix B

33

Program Management Tools (continued)

Appendix B

34


A/OPC setup– Government A/OPC Set-up / Maintenance Form - CB006– Multiple hierarchies require individual forms– Complete all hierarchy information– Must be signed by current A/OPC– Faxed to your Client Account Manager - (904) 954-7700

35


36


37


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

38


39


New cardholders Individually Billed information required

– First and last name– Social Security Number– Date of Birth– Statement Billing Address– Home Physical Address– Home Phone Number– Plastic Type– Valid Hierarchy– Credit Limits– Cardholder signature– Valid APC signature

40


41


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

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 – Centrally billed changes are pended for completion the day after cycle

42


43


Using Citigroup electronic tools– CitiDirect® Card Management System

• Managing card accounts

• Viewing transactions– Citibank® Electronic Reporting System

• Accessing Total Business Reports – Citibank® Custom Reporting System

• Creating your own reports

• Using pre-formatted report queries– Citibank® Online Statement

• Getting statements on-line

• Making payments

44


45

Best Practices

Use reporting tools to manage program

Review transactions - agency-approved purchases only

Control credit limits and MCC templates

Close inactive cards

Keep cardholder information updated

Control delinquency

Manage disputes

46

Summary

Tools for success

Program management

www.citimanager.com

47

A Training Guide for the NEW A/OPC

Questions?

48

Reminders

Thank you for attending this session!

Visit the Citigroup Welcome Center– Majestic Ballroom C, Level Two– National Industries for the Blind will have a display of products

Visit the Citigroup Technical Demonstration Center– Landmark 5, Level One

Please take a moment to complete your GSA survey for this session

50


Detailed account listing

49

Citigroup's Corporate and Investment Bank ("CIB") maintains a policy of strict compliance to the anti-tying provisions of the Bank Holding Company Act of 1956, as amended, and the regulations issued by the Federal Reserve Board implementing the anti-tying rules (collectively, the "Anti-tying Rules"). Moreover, our credit policies provide that credit must be underwritten in a safe and sound manner and be consistent with Section 23B of the Federal Reserve Act and the requirements of federal law. Consistent with these requirements, and the CIB's Anti-tying Policy:

• You will not be required to accept any particular product or service offered by Citibank or any Citigroup affiliate as a condition to the extension of commercial loans or other products or services to you by Citibank or any of its subsidiaries, unless such a condition is permitted under an exception to the Anti-tying Rules.

• CIB will not vary the price or other terms of any Citibank product or service based on the condition that you purchase any particular product or service from Citibank or any Citigroup affiliate, unless we are authorized to do so under an exception to the Anti-tying Rules.

• CIB will not require you to provide property or services to Citibank or any affiliate of Citibank as a condition to the extension of a commercial loan to you by Citibank or any Citibank subsidiary, unless such a requirement is reasonably required to protect the safety and soundness of the loan.

• CIB will not require you to refrain from doing business with a competitor of Citigroup or any of its affiliates as a condition to receiving a commercial loan from Citibank or any of its subsidiaries, unless the requirement is reasonably designed to ensure the soundness of the loan.

This presentation is for informational purposes only. Citibank USA, N.A. and its affiliates does not warrant the accuracy or completeness of any information or materials set forth herein. This material does not constitute a recommendation to take any action, and Citibank USA, N.A and its affiliates are not providing investment, tax or legal advice. Citibank USA, N.A. and its affiliates accept no liability whatsoever for any use of this presentation or any action taken based on or arising from the material contained herein.

citibank support: a training guide for the new...

Documents