GSA Federal Supply Service. Citigroup Support: A Training Guide for the NEW A/OPC

Transcription

1 GSA Federal Supply Service Citigroup Support: A Training Guide for the NEW A/OPC

2 A Training Guide for the NEW A/OPC Citibank Commercial Cards, Government Services Beth Berry, Robert Wilson, August 31, 2005 The Seventh Annual GSA SmartPay Conference Copyright 2005 Citigroup Inc. All rights reserved. CITIBANK, CITIDIRECT and CITIGROUP and the Umbrella Device are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world.

3 Goal & Objectives To provide training tools for the new A/OPC To assist new A/OPCs with running efficient and effective card programs 3

4 Agenda Credit Card Basics Who to Call Where to Go for Information How to Make Things Happen Program Management Tools and Reminders 4

5 Credit Card Basics Citibank Citibank issues issues Visa/MasterCard Visa/MasterCard Organization distributes Organization distributes Cards to their Cards to their employees employees Employees provide Employees provide card or account card or account number to merchant number to merchant for payment for payment Merchant inputs Merchant inputs or scans the card or scans the card number, expiration number, expiration date and $ amount date and $ amount for approval for approval Acquiring Merchant Merchant Bank or or Acquiring Bank LIMITS* Corporate Credit Limit & Cardholder Limits: Single Purchase Limit Dollar Amount per Day Cycle Spending Limit # of Authorizations per Day #of Transactions per cycle Merchant Category Code Group *Cardholder limits will refresh based upon a designated cycle date. Visa /MasterCard Visa /MasterCard network network carries the data to the carries the data to the processor, Total processor, Total System (TSYS) System (TSYS) TSYS checks the TSYS checks the customer database customer database and returns and returns authorization or authorization or decline decline 5

6 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 6

7 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 7

8 Who to Call (800) 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 8

9 Who to Call (continued) (800) Option 2 - System support and file delivery help desk Questions regarding: File delivery CitiDirect Card Management System (CCMS) Citibank Electronic Reporting System (CERS) Citibank Custom Reporting System (CCRS) Citibank Online Statements Password resets Issue resolution 9

10 Who to Call (continued) (800) 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 10

11 Who to Call (continued) (800) 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 11

12 Who to Call (continued) Sarah Aldrufeu Jeanette Antone Steve Babine Mark Eckles Ken Fudge Paula Gillon Melissa Landis Eddie McKenzie Alex Medina Delon Pleiman Paul Plymel Shadara Reed Becky Riley Gail Vavrek Kaylen Woodard 12

13 Who to Call (continued) Customer Service Representative Collect (904)

14 Who to Call (continued) Collections Cardholder Delinquency (800) Collect (904) Recovery A/OPC only (904) Charge-off accounts Salary off-set program Cardholders Charge off inquiries: (888)

15 Who to Call (continued) Fraud Early Warning (800) Early detection Failed verification 15

16 Other Contact Information Disputes Fax number (605) Security Operations / Affidavits Fax number (605) Account Maintenance Fax number (605) Applications Fax number (605) Citibank Government Services P.O Box 6125 Sioux Falls, SD

17 Where to Go for Information CitiManager web site 17

18 Where to Go for Information (continued) 18

19 Where to Go for Information (continued) Card solutions 19

20 Where to Go for Information (continued)) Purchase card 20

21 Where to Go for Information (continued) Citibank Online Statements 21

22 Where to Go for Information (continued) Newsletters 22

23 Where to Go for Information (continued) Newsletters 23

24 Where to Go for Information (continued) Reference 24

25 Where to Go for Information (continued) 25

26 Where to Go for Information (continued) 26

27 Where to Go for Information (continued) 27

28 Where to Go for Information (continued) 28

29 Where to Go for Information (continued) Appendix C 29

30 Where to Go for Information (continued) Appendix C 30

31 Where to Go for Information (continued) Detailed account listing 31

32 Where to Go for Information (continued) Detailed account listing 32

33 Where to Go for Information (continued) Appendix C 33

34 Where to Go for Information (continued) Account aging analysis 34

35 Where to Go for Information (continued) Account aging analysis - summary 35

36 Where to Go for Information (continued) Account aging analysis - detail 36

37 Where to Go for Information (continued) Appendix E 37

38 Where to Go for Information (continued) Appendix E 38

39 Where to Go for Information (continued) Appendix B 39

40 Where to Go for Information (continued) Appendix B 40

41 How to Make Things Happen 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)

42 How to Make Things Happen (continued) 42

43 How to Make Things Happen (continued) 43

44 How to Make Things Happen (continued) 44

45 How to Make Things Happen (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)

46 How to Make Things Happen (continued) 46

47 How to Make Things Happen (continued) 47

48 How to Make Things Happen (continued) 48

49 How to Make Things Happen (continued) 49

50 How to Make Things Happen (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 50

51 How to Make Things Happen (continued) Maintaining cardholder accounts CitiDirect Card Management System Call Customer Service Government Purchase or Travel Card Maintenance Form - CB002 Fax to Account Maintenance (605)

52 How to Make Things Happen (continued) Hierarchy changes CitiDirect Card Management System (at the cardholder level) Government Purchase or Travel Card Maintenance Form - CB002 Fax to Account Maintenance (605) Reminder Centrally Billed changes are pended for completion the day after cycle

53 Program Management Tools and Reminders 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 53

54 Program Management Tools and Reminders (continued) Best Practices Administering your card program: card usage, misuse and delinquencies Reviewing transactions Agency-approved purchases only Controlling credit limits and MCC templates Closing inactive cards Keeping cardholder information updated Managing disputes 54

55 Summary Knowledge is power Educate your cardholders Remember 55

56 A Training Guide for the NEW A/OPC Questions? 56

57 Reminders Thank you for attending this session! Visit the Citigroup Welcome Center Hynes Ballroom 306, on the third floor National Industries for the Blind will have a display of products Visit the Citigroup Technical Demonstration Center Hynes Ballroom 305, on the third floor Citibank hands-on training sessions Hynes Ballroom B, on the third floor Please take a moment to complete your GSA survey for this session 57

58 Copyright 2005 Citigroup Inc. All rights reserved. CITIBANK, CITIDIRECT and CITIGROUP and the Umbrella Device are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world.