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GSA Federal Supply Service
Citibank Support:A Training Guide
for the NEW A/OPC
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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
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Goal & Objectives
To provide training tools for the new A/OPC
To assist new A/OPCs with managing efficient and effective card programs
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Agenda
Credit Card Basics
Important Contact Information
CitiManager® Web Site Overview
Program Management Tools
Best Practices
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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
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.
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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
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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 Services (CAS) Managers
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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
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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
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Important Contact Information (continued)
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
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Important Contact Information (continued)
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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Important Contact Information (continued)
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
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Important Contact Information (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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CitiManager® Overview
CitiManager® Web site
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CitiManager® Overview (continued)
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CitiManager® Overview (continued)
Card solutions
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CitiManager® Overview (continued)
Purchase card
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CitiManager® Overview (continued)
Newsletters
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CitiManager® Overview (continued)
Newsletters
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CitiManager® Overview (continued)
Reference
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CitiManager® Overview (continued)
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CitiManager® Overview (continued)
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CitiManager® Overview (continued)
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CitiManager® Overview (continued)
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CitiManager® Overview (continued)
Appendix C
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CitiManager® Overview (continued)
Appendix C
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CitiManager® Overview (continued)
Detailed account listing
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CitiManager® Overview (continued)
Appendix E
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CitiManager® Overview (continued)
Appendix E
Citibank Support: A Training Guide for the NEW A/OPC
Ken FudgeCitibank
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Program Management Tools
Appendix B
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Program Management Tools (continued)
Appendix B
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Program Management Tools (continued)
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
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Program Management Tools (continued)
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Program Management Tools (continued)
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Program Management Tools (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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Program Management Tools (continued)
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Program Management Tools (continued)
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
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Program Management Tools (continued)
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Program Management Tools (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
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
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Program Management Tools (continued)
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Program Management Tools (continued)
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
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Program Management Tools (continued)
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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
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Summary
Tools for success
Program management
www.citimanager.com
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A Training Guide for the NEW 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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CitiManager® Overview (continued)
Detailed account listing
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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.
CITIGROUP and the Umbrella Device are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world.
