Delinquency Management

Transcription

1 2011 GSA SmartPay Training Conference Delinquency Management Sabrina Dyer Vice President, Citi

2 A Winning Hand: Solutions, Savings and Sustainability with GSA SmartPay The 13 th Annual GSA SmartPay Training Conference, Las Vegas

3 House Rules 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 Ensure your participant badge is scanned to receive CLP credits For each course Must leave room and reenter Take advantage of opportunities to provide feedback Please select the Citi Q&A icon on any Citi PC at the conference Answers to be ed after the conference within 60 days 3

4 Goals & Objectives Department of Defense This course is designed to assist you in achieving the following objectives: To provide information for new and existing AOPCs on how to best manage and minimize delinquency in your Individually Billed Travel/Purchase Card Program 4

5 Agenda Delinquency Overview Delinquency Timeline/Critical Dates Common Causes of Delinquency/Myths Citi Collection Efforts Delinquency Management Reports/Tools Best Practices/AOPC Controls Current Component Results Summary Q&A/Contact Info 5

6 1. Delinquency Overview 6

7 Delinquency Overview Delinquency Management Cards are individual liability Individual cardholders are responsible for the timely payment of balance upon receipt of billing statement GSA Contract requires use of Card for approved government expenditure Cardholder is only reimbursed for official government purchases; personal use of card IS NOT allowed Cardholder payment options Split disbursement 7

8 Delinquency Overview Delinquency Management (continued) Payment Type Checks Wire Payment by Phone Cardholder Statements & Payments (CSP) Method to Submit Payment Citibank Govt Card Services, P.O. Box Columbus, OH Payments post in business hours Cardholder can call to pay-by-phone through their personal checking account Cardholder can make an online payment using their personal DDA account free of charge at home.cards.citidirect.com 8

9 2. Delinquency Timeline Overview 9

10 Delinquency Management Account Delinquency GSA contract references the number of days past the cycle date; clock starts ticking when the account cycles and a statement is generated with a balance owing Critical Timelines/Events Account is suspended from use at 66 days past billing (2 statement cycles w/o a full payment or 36 days past due); account will automatically unsuspend with payment of full past due amount Account is canceled (permanently closed) at 131 days past billing; cardholder has received (5) letters, (5) statements, and numerous calls from a Citi Collections Specialist to attempt a reasonable payment arrangement Account will report to cardholder s personal credit bureau at 151 days past billing 10

11 Delinquency Management (continued) Critical Timelines/Events (continued) Accounts are canceled when (2) NSF checks are received within a 12-month period Reinstatement is not guaranteed, only for extenuating circumstances AOPC must submit a written request to their Client Service Officer Letter from cardholder explaining circumstances of cancellation Citibank collections management reviews the information and determines eligibility Account can only be reinstated (1) time in history of the account 11

12 Delinquency Management Activity Matrix Days Past Billing System Generated Letter Activity Events 0 Original Cycle Date 25 Original Payment Due Date 30 2 nd Cycle 45 Past Due Letter 55 Pre-Suspend Letter 66 Suspend Letter Account Suspends 121 Pre-Cancellation Letter 126 Late Fees begin/continue every 30 days until charge off 131 Cancellation Letter Account Cancels/Closes 151 Reports to Personal Credit Bureau 211 Account Charges Off/Continues to Reports to Personal Credit Bureau 12

13 3. Common Causes of Delinquency / Myths 13

14 Causes vs. Myths Causes Late or non-submission of expense reports During travel/tdy Slow/manual reimbursements by agency Unclear on policy and/or procedures Training is available on the GSA SmartPay website NSF returned checks Employee misuse Spending reimbursement Excessive personal card use Overspending per diem Improper handling of a dispute 14

15 Causes vs. Myths (continued) Myths Bankruptcy Belief that card will not be affected Belief that agency is unable to assist Account management Belief that account will not report to personal Credit Bureaus Belief that they can use card for personal use Card is not a Personal credit card it can only be used for approved government expenses 15

16 4. Citi Collection Efforts

17 Collection Letters Past due letter (Sent at 45 days past billing) Advises account is currently past due and to pay immediately to avoid suspension of charging privileges Pre-suspend letter (Sent at 55 days past billing) Advises account is past due and if payment is not sent within (5) days of the date of the letter, charging privileges will be suspended Suspend letter (Sent at 66 days past billing) Advises charges privileges have been suspended due to non-payment. States account will automatically be reinstated when payment for past due amount has been received 17

18 Collection Letters Pre-cancel letter (Sent at 120 days past billing) Advises account is currently suspended and if payment is not received immediately the account will be subjected to cancellation, late fees, and possible negative reporting to personal credit bureau. Cancellation letter (Sent at 131 days past billing) Advises the account has been canceled and will be reported to personal credit bureau and do not attempt to use card. 18

19 Collection Calls Cardholder is contacted by a Collection Specialist beginning at 61 days past billing. The goal at this stage is to resolve the delinquency Calls will continue until payment and/or acceptable arrangements have been made; frequency of calls is determinate upon call response, account balance and follow-through on prior promise to pay arrangements 19

20 Collection Calls The Collection Specialist will attempt to resolve the delinquency by discussing available payment options, including post dating over the phone payments. Once account charges off, it may be referred to a third party collection agency and/or legal network to pursue more stringent collection efforts Account reports to cardholder s personal credit bureau at 151 days past billing cycle 20

21 Citi Collection Efforts Salary Offset Accounts are targeted at 91 days past billing for agencies participating Letters are sent to the cardholder offering a payment option to avoid Salary Offset Late fees are stopped for accounts participating in Salary Offset but account continues to age Accounts participating in Salary Offset are not sent to outside collection agencies 21

22 5. Best Practices/AOPC Controls 22

23 Managing Delinquency Utilize Cardholder Statements & Payments Option Easier access while traveling Payments made via online post faster than mailing and is free Can view current statement Can view statement history (prior statements) Can view unbilled transactions to get head start on filing vouchers Travel Policy and Compliance Maintain a consistent card use policy educate cardholders frequently Create, communicate, and exercise penalties for misuse and/or abuse of program Educate cardholders to file travel vouchers as soon as possible 23

24 Managing Delinquency Maximize Card Control Audit for unnecessary MCC s regularly utilize the Block MCC Report Minimize credit limits (cash and purchase) as appropriate Close accounts when no longer employed Utilize Citi Online Reporting Tools Monitor spending and payment history for accounts Empower AOPCs to take action against delinquent cardholders 24

25 6. Delinquency Management Reports/Tools 25

26 Citibank Custom Reporting System (CCRS) Delinquency Report Pre-Suspension Report Non Travel Related Activity Report Account Activity Report Declined Authorizations Report Block MCC Report CCRS provides access to detailed and easy-to-use reports to assist you with managing delinquencies within your hierarchy 26

27 Delinquency Report The Delinquency Report provides account information at a specified hierarchy for any account holder considered past due on their card. Account Name Account Status Last Pmt Date Current Bal. Pmt. Amt. CTD 60 Day Past Due SSN Qualifier Pmt Due Date Past Due Amt 30 Day Past Due 27

28 Pre-Suspension Report The Pre-Suspension Report lists accounts that are between 45 and 60 days past billing cycle within a specified hierarchy. Hierarchy Level 5 & 7 Account Name Account Status Pmt. Due Date Metrics SSN Days Past Due Last Statement Balance Past Due Amt 28

29 Suspension Detail Report The Suspension Detail Report lists accounts that have been suspended and are eligible for cancellation. Accounts appear on this report at days past the billing cycle date. Account Number Account Name Account Status Days Past Due Last Statement Bal. Past Due Amt. SSN Date Suspended Number of Times Suspended Past Year Metrics 29

30 Non-Travel Related Activity Report The Non-Travel-Related Activity Report provides information to identify account holders with transaction activity (such as cash, fuel, or food) occurring without other associated travel activity (such as airline, car rental or lodging). Account Number Account Name Transaction Date Merchant Name Merch. State Total Trans Amount Current Balance MCC Merch. City Metrics 30

31 Account Activity Report The Account Activity Report provides detailed information regarding transactions for each account within a specified hierarchy level. Account Name 1 Account Name 2 Transaction Date Merchant Name Merch. City Account Type Account Type Trans Post Date MCC Merch. State 31

32 Declined Authorization Report The Declined Authorizations Report lists all attempted transactions and details reasons for decline and type of purchase within a specified hierarchy. Account Name 1 Decline Date Primary Dec. Reason Decline Reason 2 Account Number Decline Time Decline Reason 1 Merch. City 32

33 Blocked MCC Report The Blocked MCC Report shows all attempted transactions against excluded or restricted Merchant Category Codes (MCC). Transaction Date Transaction DB- CR Indicator MCC Transaction Post Date Merchant Name MCC Description 33

34 7. Current GSA Results 34

35 Current GSA Delinquency Results Delinquency management within the Agencies has been improving Collections Unit observations indicate increased personal usage among cardholders Delinquency Rates as of 7/29/11 Delinquency as a % of Total Spend $ = 6% Delinquent $ Spend $ $16,213,217 $264,705,720 Delinquency is defined as accounts > 31 days past due or 61 days past billing

36 Current Component Salary Offset Results Salary Offset # $ Labor 3 $6, SSA 4 $9, State 4 $15, IRS 6 $21, HUD 1 $1, GSA 3 $3, Total 21 $56, Data as of 07/29/2011

37 8. Summary

38 Remember Delinquency management is everyone s responsibility Implementing best practices is key to a successful program Improved delinquency management results in higher rebates and improved program integrity Citi is dedicated to making this process work for you! 38

39 Contact Information Department Client Account Service Collections Cardholder Customer Service Contact Numbers Toll-Free Collect (866) (904) (800) (904) (800) (904) Hours of Operation Monday Friday 7:00 AM to 9:00 PM EST Monday Friday 8:00 AM 9:00 PM EST 24 hours a day; 7 days a week 39

40 Schedules Available at the Welcome Center 40

41 Sabrina Dyer

42 Reminders Thank you for attending! Visit the Citibank Welcome Center Level 3 Foyer West National Industries for the Blind will have a display of products Conference Slide Show come see yourself shine! Visit the Citibank One-on-One Lab Lido 3101 A/B Visit the Citibank Mini Sessions Lido 3001 A/B Citi Q&A link Tell us your thoughts 42

43 Interactive Training Events Citi offers Computer Based Training (CBT) via the Citi Commercial Card Learning and System Support (CLASS) in CitiManager. Visit home.cards.citidirect.com and from the Web Tools tab select the CLASS link Please contact your Account or Client Manager if you are interested in setting up a training session. Training can be conducted at a Citi Training Location, on-site at your office or via the Web. Regional Citi Training Locations Norfolk, VA Washington, DC 43

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