Citibank Support: A Training Guide for the EXPERIENCED …€¦ ·  · 2011-05-02GSA Federal Supply Service Citibank Support: A Training Guide ... A Training Guide for the EXPERIENCED

GSA Federal Supply Service

Citibank Support:A Training Guide

for the EXPERIENCED A/OPC

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

Citibank® Commercial Cards, Government Services

The Eighth Annual GSA SmartPay ConferenceJeanette Antone, Donna Gentile, Melissa Landis, August 2, 2006

Explore

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Goal & Objectives

To provide effective training tools for the experienced A/OPC

To review and discuss best practices to enhance your program

To assist experienced A/OPCs with running efficient and effective card programs

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Agenda

Your Citigroup Support Teams

Citimanager.com

Best Practices

How to Manage a Successful Card Program

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Your Citigroup Support Team

Customer Service

CitiDirect® Card Management System Help Desk

Client Account Managers

Collections

Fraud Early Warning (FEW)

Disputes

Application Processing and Maintenance

Business Development

Solutions Engineering

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Your Citigroup Support Team (continued)

(800) 790 – 7206

Option 1 - Automated account information

Option 3 - Select new PIN number

Option # - Automated card activation

Option 0 - Customer Service– A/OPC

• Change credit lines, cash lines for individuals

• Change single-purchase limits

• Close and re-open accounts of individuals

• Force authorizations in emergency situations

Collect (904) 954 – 7850

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Your Citigroup Support Team (continued)

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)

Option 4 - Client Account Services

Must know the five-digit extension of CAS Manager– Maintenance on billing accounts– MCC Codes / templates– Troubleshooting– Reconciliation– Set-up User IDs for online systems– Projects

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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

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

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Where to Go for Information

CitiManager® Web site

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Where to Go for Information (continued)

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Where to Go for Information (continued)

Reference

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Citibank Process and Procedures (continued)

A/OPC setup– Government A/OPC Set-up / Maintenance Form - CB006– Fax completed form to your Client Account Manager - (904)

954-7700– Multiple hierarchies require individual forms– Complete all information– Must be signed by current A/OPC

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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)

How to establish new cardholders– All applications require the following information:

• Hierarchy

• Plastic type

• Statement billing address

• Verification

• Credit / cash limits (if no agency default)

• MCC templates (if no agency default)

• A/OPC name, signature, phone number, fax number– IB applications also require

• Date of birth

• Full Social Security number

• Physical home address

• Home phone number

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Best Practices

Reporting tools

Merchant Category Codes (MCC)

Credit limits

Preventing misuse and controlling delinquency

Payments and reconciliation

Reinstatements

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Best Practices (continued)

Reporting tools

Use Citibank reporting tools– Citibank® Electronic Reporting System / Total Business

Reporting– Citibank® Custom Reporting System– CitiDirect® Card Management System

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Best Practices (continued)

Merchant Category Codes (MCCs)

MCCs– What are they? – Why do we use them?– When do we use them?

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Best Practices (continued)

Credit limits

Normal credit limits – agency standard

Reduced credit limits

Restricted credit limits

Purged accounts

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Best Practices (continued)

Preventing misuse and controlling delinquency

Reporting

MCC codes

Credit limits

Close inactive cards

Keep cardholder information updated

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Best Practices (continued)

Payments and reconciliation

Online statements and payments

Speedpay

Electronic payments through cardholder’s bank

Split disbursement– What is split disbursement?– How is the voucher divided?– Benefits of using split disbursement

Salary offset – least desired form of payment

Centrally-billed reconciliation

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Best Practices (continued)

Reinstatements

A/OPC to manage process

A/OPC to provide written documentation to support extenuating circumstances and counseling of employee

Agency specific procedures – should go through Level 1

Reinstatement parameters

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Summary

Feeling “Lost?” - use the tools

“The Amazing Race” - running an efficient and effective card program

Be a “Survivor” - outwit, outplay and outlast - use www.citimanager.com

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

Questions?

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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

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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.

© 2006 Citigroup Inc. All rights reserved.

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