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2004 Citibank® Commercial Cards, Government Services
The Sixth Annual GSA SmartPay® ConferenceSHERATON CONFERENCE CENTER, NEW ORLEANS, LOUISIANA, AUGUST 24-26, 2004
A Training Guidefor the A/OPCBeth BerryAugust 24 - 25, 2004
Citigroup® Global Transaction ServicesCopyright © 2004 Citibank, N.A. CITIBANK, CITIDIRECT, CITIMANAGER, CITIGROUP and the Umbrella Device are registered Service marks of Citicorp or its affiliates.
3
Goal & Objectives
To provide training tools for the A/OPC
To assist A/OPCs with running efficient and effective card programs
4
Agenda
Credit Card Basics
Who to Call
Where to Go for Information
How to Make Things Happen
The Key to Success
5
Credit Card Basics
LIMITS*
Corporate Credit Limit&
Cardholder Limits:Single Purchase LimitDollar Amount per DayCycle Spending Limit
Number of Authorizations per DayNumber 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
employeesard
Citibankissues
Visa/MasterC
Citibankissues
Visa/MasterCardCardCard
*Cardholder limits will refresh based upon a designated cycle date.
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Credit Card Basics
Levels of transaction detail
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
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Your Citibank Support Team
Customer Service
CitiDirect® Card Management System Help Desk
Collections
Fraud Early Warning (FEW)
Disputes
Application Processing and Maintenance
Client Account Managers
8
Who to Call
(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
9
Who to Call (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
10
Who to Call (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
11
Who to Call (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
12
Who to Call (continued)
Alex Baker
Alex Medina
Becky Riley
Crystal Wilson
Eddie McKenzie
Gale Vavrek
Jeanette Antone
Ken Fudge
Mark Eckles
Mark Miller
Melissa Landis
Paul Plymel
Robert Wilson
Sarah Crawford
Steve BabineJackie Robinson
Steve Babine
13
Who to Call (continued)
Customer Service Representative– Collect (904) 954 – 7850
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
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
CitibankP.O Box 6125Sioux Falls, SD 57117
33
How to Make Things Happen
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
37
How to Make Things Happen
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
38
How to Make Things Happen
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
42
How to Make Things Happen
Setting up new cardholders - information needed– Verification– IB - cardholder signature– IB - Social Security number– A/OPC signature– MCC template– Credit / cash limits– Single purchase limits– Complete hierarchy– Any agency specific information, such as ASC / LOA information
46
How to Make Things Happen
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
47
How to Make Things Happen
Use Citibank reporting tools– Citibank® Electronic Reporting System / TBR– Citibank® Custom Reporting System
Card usage and possible misuse – Review transactions– Agency-approved purchases only– Control credit limits and MCC templates– Close inactive cards– Keep cardholder information updated
Manage delinquenciesManage disputes
48
The Key to Success
Go electronic
Use of www.citimanager.com is key
Need to use resources wisely
Gotta fully complete forms - including signature
How can I stay in control, establish some!
O n top of all that, reduce delinquency!
49
Summary
Knowledge is power
Effective tools lead to effective card program
Remember www.citimanager.com
51
Reminders
Thank you for attending this session!
Visit the Citibank Welcome Center– The Maurepas Suite, on the third floor at the Sheraton– Pick up and complete a Citibank survey during your visit– National Industries for the Blind will have a display of products
Visit the Citibank Technical Demonstration Center– Napoleon Ballroom D1, on the third floor at the Sheraton
Citibank hands-on training– Grand Ballroom C, on the fifth floor at the Sheraton
Please take a moment to complete your GSA survey for this session
52
Citigroup's Global Corporate and Investment Bank ("GCIB") 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 GCIB'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.
• GCIB 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.
• GCIB 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.
• GCIB 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 anyinformation 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.
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