® Working With Citi Sabrina Dyer Vice President. ® 2 To ensure the best possible learning experience for participants, please adhere to the following.

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Working With Citi

Sabrina Dyer Vice President

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To ensure the best possible learning experience for participants, please adhere to the following house rules:

• Turn cell phones and pagers to vibrate

• Hold questions to end of session

House Rules

Working with Citi

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This course is designed to assist you in achieving the following objective:

• To ensure Program Administrators have comprehensive detail around Citi’s program support touch points, roles and system tools in helping manage your programs.

Goals & Objectives

Working with Citi

Fderal Agencies

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Interacting with Citi

Managing Your Program– Policies and Procedures

– Cardholder Controls

– Forms

System Access

Demo CitiManager

Accessing GCMS

Agenda

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1. Interacting with Citi

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Working with Citi

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Working with Citi

Serviced Within the VRU Serviced by Representative

Account Status

Password Reset/Login Assistance

Credit Balance Refund

Quick Remit

Available Credit/Balance

Payment Due Date Inquiry

Address/Phone Change

Purchase/Credit Posted Inquiry

Authorization Declined

PIN Inquiry/Request®

Cardholder Service– Balance Information

– Available Credit

– Payment Information

– Transaction Authorization

– Pay by Phone

Program Administrator Service– Technical Help Assistance

– Activation Status

– New Application Status

– Account Status Date Maintenance

– Balance Information

Introduction to Citi

Call Types – Call Drivers

Federal Agencies

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Charge Card Basics

Citi Support Team:

• Customer Service

• Help Desk

• Client Account Specialist (CAS)

• Designated email [email protected]

• Designated SOTX extension 63278

• Account Manager

Interacting with Citi

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Pop Quiz

Who should you contact for web tool support?

What is the email address to reach your Client Service Officers?

What is the State of Texas designated extension to reach your CAS?

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Charge Card Basics

Customer Service handles inquiries from merchants, cardholders, Program Managers, third parties, and is staffed to handle calls 24/ 7 to include emergency situations.

• 24/7 Support• The below options are available after entering an account number

– Option 1 – Automated account information

– Option 2 – Payment address and to submit an online payment

– Option 3 – Last five transactions

– Option 4 – Change Personal Identification Number (PIN)

– Option 5 – Customer Service PA Change credit lines, cash lines for individuals Change single-purchase limits Close and reopen accounts of individuals Force authorizations in emergency situations

Interacting with Citi – Customer Service(888) 836-5011 Collect (904) 954-7850

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Charge Card Basics

Citi Help Desk is available for technical assistance.

• 7 am – 11 pm EST

• This option is available prior to entering an account number

• Option 1 – System support and file delivery Help Desk

– Password resets (Available 24/7)

– File Delivery

– Electronic Access Tools CitiManager GCMS Citi® Custom Reporting System (CCRS) Card Statements and Payments (CSP) Library

Interacting with Citi – Help Desk(800) 790-7206 Collect (904) 954-7850

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Charge Card Basics

CAS is the group of specialists who are there to help you with your program needs.

• Option 1 – Help Desk – all your electronic access and reporting needs

• Option 2 – The first available CAS Representative

• Option 3 – Allows you to enter CAS Manager Extension (63278)

Interacting with Citi – Client Account Specialists (CAS)(888) 836-5011 or by dialing (904) 954-7850 collect

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Charge Card Basics

Know Your CAS Manager’s five Digit Extension! (63278)

Interaction with PA’s and Account Manager to ensure the program is working well:

• Complete Setup Documentation

• Build Hierarchy

• Establish Accounts

• Card Delivery

• Account Maintenance

• Billing Inquiries

• Special Report Requests

• Reconciliation

• Projects

Interacting with Citi – Client Account Specialists (CAS)(888) 836-5011 collect at (904) 954-7850

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Federal Agencies

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Charge Card Basics

Know Your Account Managers

• Strategic Relationship Manager

• Account Reviews

• Business Development

• Ensures Citi Resources

• Introduces Products

• Special Projects

Interacting with Citi – Account Manager

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2. Managing your program

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Establish and publish guidelines and policies for cardholders:

• Identify card type (Payment Card (Purchase), Travel, CLIBA, One Card, (Travel Advance)

• Who should receive a card

• Entitlement Rights

• Account Controls

• Cash Advance (where applicable)

• Time frames (inactive cards/exiting/retiring employees)

• Expense Reporting

Program Oversight – Policies and Procedures

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Your role as an administrator should encompass:

• Delinquency Management

• Administrative Actions

– Misuse and Abuse

– Cash (where applicable)

– Policy and procedures

• Audit and Review

– Program Administrator Audit

– Reconciliation

• Reporting

• Training

Program Oversight

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What Controls Really Assist in Managing Your Program?

• Cardholder Demographics

• Spending Controls

– Credit limits

– Transaction Limits

• Merchant Category Codes (MCC)

– Controls the authorization process

– Bankcard Industry Standard

– Identify Merchants

– Listed on CitiManager.com

• Reporting

• Online Tools

Cardholder Controls

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Working with Citi

Program Forms for setup, maintenance and management:

• PA and other Administrators setups

• Cardholder Application (Purchase, Travel, One Card, Travel advance card , CLIBA

• Hierarchy

• Maintenance Spreadsheet

• Billing Account Set Up

• Disputes

• Auto Enroll

Forms

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Federal Agencies

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Pop Quiz

A Program Administrator form is required to set up a new Program Administrator (True or False)

Which Card application requires both a PA and Cardholder signature?

How do you obtain a dispute form?

You should use punctuation in an auto enroll (True/False)

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3. System Access

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Overview Public Website – www.CitiManager.com

2:00 pm to 3:10 pm

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Citi Electronic Tools & Resources – www.CitiManager.com

Federal Agencies

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Working with CitiOverview Login Required – https://home.cards.citidirect.com/CommercialCard/Cards.html

2:00 pm to 3:10 pm

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Citi Electronic Tools & Resources

Federal Agencies

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Working with Citi

Applications to help you manage and report:

• Card Management

– Real-time Functionality – declined authorizations changes, demographic changes

– Maintenance Functionality

– Online Application

• Reporting

– Citibank Custom Reporting System (CCRS)

• Card Statements and Payments

• Library

• CLASS

How Citi Can Help – https://home.cards.citidirect.com/CommercialCard/Cards.html

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Federal Agencies

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4. Demo CitiManager

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System Access – CitiManager

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5. Logging on to GCMS

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Overview Public Website – www.CitiManager.com

2:00 pm to 3:10 pm

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Citi Electronic Tools & Resources – www.CitiManager.com

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GCMS Login Screen

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Cardholder/Account User Experience

First login two ways for account user ID creation

Manual setup by company Program Administrator

Auto system generated setup

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Working with Citi

Sabrina DyerFederal Agencies

®© 2011 Citibank, N.A. All rights reserved. Citi, Citi and Arc Design and CitiDirect are trademarks and service marks of Citigroup Inc., used and registered throughout the world.

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