GSA Federal Supply Service

Citigroup Support:

A Training Guide for the EXPERIENCED A/OPC

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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Where to Go for Information

www.citimanager.comCitiManager® web site

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Where to Go for Information (continued)

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Where to Go for Information (continued)

Card solutions

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Where to Go for Information (continued)

Newsletters

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Where to Go for Information (continued)

Reference

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Where to Go for Information (continued)

Appendix B

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Where to Go for Information (continued)

Appendix B

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Where to Go for Information (continued)

Appendix B

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How to Make Things Happen (continued)

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Citibank Process and Procedures (continued)

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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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Where to Go for Information (continued)

Appendix E

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Where to Go for Information (continued)

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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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A Training Guide for the ESTABLISHED A/OPC

Questions?

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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

© 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.