Citibank Support: A Training Guide for the A/OPC · Citibank Support: A Training Guide for the ... – Government Purchase Card Setup Form ... te a recommendation to take any action,

GSA Federal Supply Service

Citibank Support:

A Training Guide for the A/OPC

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.

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Goal & Objectives

To provide training tools for the A/OPC

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

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Agenda

Credit Card Basics

Who to Call

Where to Go for Information

How to Make Things Happen

The Key to Success

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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

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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

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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

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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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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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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

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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

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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

CitibankP.O Box 6125Sioux Falls, SD 57117

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CitiManager® Web Site

www.citimanager.com

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Where to Go for Information (continued)

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Purchase card

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Purchase card

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Purchase card

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Newsletters

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Client testimonials

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Reference

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Appendix C

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Appendix C

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Detailed account listing

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Detailed account listing

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Appendix E

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Appendix E

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Appendix B

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Appendix B

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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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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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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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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

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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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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

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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!

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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 A/OPC

Questions?

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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

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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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Copyright © 2004 Citibank, N.A. CITIBANK, CITIDIRECT, CITIMANAGER, CITIGROUP and the Umbrella Device are registered Service marks of Citicorp or its affiliates.

Documents

Citibank Support: A Training Guide for the A/OPC · Citibank Support: A Training Guide for the ... – Government Purchase Card Setup Form ... te a recommendation to take any action,