How Do I Manage my Individually Billed Travel Program and Cardholders Melissa Landis Vice President Citi July 2012

Transcription

1 U.S. General Services Administration How Do I Manage my Individually Billed Travel Program and Cardholders Melissa Landis Vice President Citi July 2012

2 This material is intended for use by the GSA only 2012 GSA SmartPay Conference Fine Tune Your Payments Program With GSA SmartPay

3 House Rules To ensure the best possible learning experience for participants, please adhere to the following house rules: Turn electronic devices to vibrate No video taping or audio recording is allowed Hold questions to end of session Ensure your participant badge is scanned to receive CLP credits For each course 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 Schedules Available at the Welcome Center 4

5 Reminders Visit the Citibank Welcome Center Governor s Lobby Visit the Citibank One-on-One Lab Governor s Chambers D&E Citi Q&A Link Tell us your thoughts

6 Interactive Training Events GSA 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

7 Goals & Objectives This course is designed to assist you in the following activities: Understanding what an APC needs to know to to support an Individually Billed Travel Program for the GSA SmartPay IB Travel Program. Topics that are only specific to the GSA SmartPay IB travel and not intended for APCs supporting the unique challenge of the specific agency IB travel program. Tools and Technology to support the role of an APC and their functions. 7

8 The How Do I Series The How Do I.. series is a unique education series designed to provide your learning experience with policy guidelines, roles and responsibilities, with instruction on Citi s tools and technology. How Do I Manage My CBA Travel Program Guidance and Policy How Do I Manage My IBA Travel Program How Do I Manage My Online Users and APCs Roles and Responsibilities Tools and Technology How Do I Learning Guideposts Useful Information and Tips Warnings and things to watch out for Additional information and resources 8

9 Agenda Policy Guidelines and Training 1. OMB Policy Overview and Reporting Supporting Your Cardholders 2. Card Applications Procedures 3. Viewing Cardholder Statements Managing Your IB Travel Program 4. Managing a Cardholder Account 5. Managing Delinquent Cardholders and Delinquency Reporting 6. Effective Use of Bulk Maintenance 9

10 1. OMB Policy Overview & Reporting 10

11 OMB Policy Overview OMB Circular A-123, Appendix B Prescribes policies and procedures to agencies regarding how to maintain internal controls that reduce the risk of fraud, waste, and error in government charge card programs. Must develop and maintain written policies and procedures to ensure system of internal controls More details on Credit Checks for Travel Cardholders can be found at; OMB Circular A-123, Appendix B Agency Specific Travel Policies Each Agency may provide additional restrictions and interpretations of how the OMB guidelines may be executed. Don t forget to check with your Agency Travel Management Plan. 11

12 Cardholder Management and OMB Circular A-123 OMB Circular A-123, objectives include: Key elements of card management plan for internal control Updated annually and submit copy of plan to OMB by 1/31 Identify key officials in managing the program(s) Establish formal process for assignment as cardholders and approving officials Ensure creditworthiness procedures are in place Establish controls to mitigate fraud, misuse and delinquency Drive program effectiveness through data management Document and evaluate the effectiveness of actions taken Provide on going training Accountability and cooperation of the overall organization and current processes Chapter 5 Performance Metrics and Data Requirements Establishes guidelines for the Travel Card and Purchase Card Programs 12

13 2. Card Application Procedures 13

14 Card Applications Procedures Online Application Configurable for each client Captures electronic signature Paper Applications are still available for those who cannot use the online application Card applications can be found at Citimanager.com (Citi Commercial Cards) Appendices to A/OPC Guides 14

15 Card Applications Procedures Paper Applications Key Points of Interest in the IBA Card Application: Plastic Type Follow your Agency s guidelines for the use of Quasi Generic or Standard IBA Cards Please note that card applications contain a significant amount of PII data and should be handled and stored accordingly 15

16 Card Applications Procedures Paper Applications Key Points of Interest in the IBA Card Application: Cardholder Info U.S. Patriot Act, GSA, and Citi all require accurate and complete data on each cardholder Verification Information: is used when a cardholder contacts Citi Customer Support. Each Agency provides guidelines on appropriate Verification Information (last 4 of SSN, ID, hierarchy, etc) 16

17 Card Applications Procedures Paper Applications Key Points of Interest in the IBA Card Application: Signature Citi requires a signed application before it can process a card application Double check the accuracy and legibility of the data provided on the paper application before signing to avoid processing delays or other issues to the card. 17

18 Card Applications Procedures Online Applications Benefits of Online Applications 1. Easier and faster to use than paper applications 2. Fewer errors from illegible handwriting and faxing 3. No paper - Green 4. Can still print out a paper copy of necessary CitiManager.com >> WebTools >> CCMS >> Card Management 18

19 Card Applications Procedures Online Applications After receiving their Registration s, applicants will click on the Apply for card link to complete the application New Card Registration ID and Registration Passwords are only valid when using the Apply for Card link 19

20 Card Applications Procedures Online Applications Select the Client Code or Invitation Passcode option and press Continue 20

21 Card Applications Procedures Passcode Set Up Administrators set the Online Application Codes within CCMS and provide them to those who are directed to apply for a card. Administrators use the Change Online Application Code screen to enter a passcode of up to 10 characters in the New Passcode field. The code can be any combination of alpha and numeric characters. Administrators may access the Online Application Code screen at any time to see the current passcode or to enter a new one. It can be changed as often as necessary. Need new screen shot 21

22 Card Applications Procedures Online Applications 22

23 Card Applications Procedures Online Applications Once the applicant has completed their portion of the process, the APC will review the application for accuracy The APC may still reject the application at this point Once accepted, the card may take up to 2 weeks to get to the cardholder CitiManager.com >> WebTools >> CCMS >> Inbox 23

24 3. Viewing Cardholder Statements 24

25 Viewing Cardholder Statements Account Summary Account Information Adding Additional Accounts Making Payments - Setting up Bank Information - Scheduling Payments - Deleting Payments - View Payment History View and Download Statements View unbilled Transactions >> Manage Card Accounts >> Card Accounts 25

26 Viewing Cardholder Statements The Filter Icon provides useful search options 26

27 Viewing Cardholder Statements 27

28 Viewing Cardholder Statements 28

29 Viewing Cardholder Statements 29

30 Viewing Cardholder Statements Going Paperless Citi offers a paperless statement solution for our US Government Card Clients The Paperless Initiative was launched to reduce paper waste by enhancing our technologies in support of online statement and communications. This is part of a global effort on behalf of Citi and GSA that illustrates the vital role we all play in reducing our environmental impact. Go Paperless Functionality that enables our Commercial Card customers using CitiManager to opt out of receiving paper statements. Access account statements online Access statement collateral online View statement messages View or print statement inserts Unread messages are identified by a New indicator 30

31 Viewing Cardholder Statements Going Paperless 31

32 4. Managing a Cardholder Account 32

33 Managing a Cardholder Account CitiManager is the single sign-on system to access all electronic tools to support managing cardholders Applications CitiManager Cardholder Management Reporting Module Statements and Payments Library CLASS home.cards.citidirect.com 33

34 Managing a Cardholder Account CitiDirect Card Management System is your #1 location to go to manage your cardholder populations CitiManager.com >> WebTools >> CCMS >> Card Management>> Modify Account 34

35 Managing a Cardholder Account 35 Verify address information to prevent returned mail which will suspend an account

36 Managing a Cardholder Account Some Common Status Values I. V9 Agency Close This account can be reopened by an APC II. M9 Account Closed Cannot be opened by an APC III. J1- J2 Returned Card IV. G1-G5 Delinquent V. T1 Terminated VI. T2 Returned Mail VII. B9-Deceased (cannot reopen) 36

37 Managing a Cardholder Account- Controls 37

38 Managing a Cardholder Account Temp Limits 38

39 Managing a Cardholder Account Past Due 39 Rating Name Definition G1 Past Due Days Past Due G2 Pre Suspension Days Past Due G3 Suspension Days Past Due G4 Pre Cancel Days Past Due G5 Cancel >100 Days Past Due

40 5. Managing Delinquent Cardholders & Reporting 40

41 Managing Delinquency & Delinquency Reporting It is your job, as an APC, to manage your Travel Card Program. An important part of this job is to manage your cardholder accounts. The following can be done using the CitiManager - CCMS: Raising/Lowering Credit Limits as needed Closing or Re-opening (V9) accounts Helping to ensure addresses are correct & managing returned mail Transferring accounts between hierarchies Closing accounts when a cardholder separates The following report can be run from within the CitiManager CCRS Account Listing Reports Delinquency Reports Aging Analysis Reports Audit Reports OMB, Chapter 2 -Charge Card Management Plan OMB, Chapter 4 Risk Management OMB, Chapter 5 Performance Metrics and Data Requirements 41

42 Managing Delinquency & Delinquency Reporting OMB Require the Management and Reporting of Delinquency Why is Delinquency Reporting important Required for all APCS and is measured and reported to GSA Is a marker for irresponsible use of public funds Directly impacts refunds to agency for program improvements OMB Circular 123 Appendix B Chapter 4 Risk Management OMB Circular 123 Appendix B Chapter 5 card performance metrics Most common reasons for Delinquency 42 Late filing of travel voucher or inappropriate split disbursement allocations Spent reimbursement Misuse/Abuse Overspent per diem Non travel activity Disputes - Not properly filed or followed up on

43 How Do I Manage my IBA Travel Program and Cardholders Managing Delinquency & Delinquency Reporting Closely monitor delinquency reports within CCRS. Run these reports at cycle for the most accurate information. Contact the delinquent cardholder promptly. Be Familiar with Account Credit Ratings /a2/gsasmartpay2/reference/docs/acr.pdf 43

44 6. Effective Use of Bulk Maintenance 44

45 Effective use of Bulk Maintenance Bulk Account Maintenance Bulk Maintenance allows you to quickly and efficiently provide changes to a group of cardholders without having to update them individually online. Very effective for any large number of account changes. Changes to accounts done via Bulk Account Maintenance are NOT performed in real time. The changes will be exported via a file to the card processor and the final change will be reflected in CCMS the following business day. Methods for Bulk Maintenance Bulk Maintenance Upload Uses formatted spreadsheet that can be populated from external sources Once complete, the file is uploaded and managed Spreadsheet template is available online 45 Bulk Maintenance Online Provided inside of CCMS Manages cardholders via hierarchy assisted and include/exclude selections Very effective for group entitlements of the same kind window.

46 Effective use of Bulk Maintenance Points to remember when performing Bulk Maintenance include: 1. A maximum of 3000 accounts can be selected at one time to update online. 2. Selection of 100 accounts or less will be processed immediately and sent to the processor 3. Selection of more than 100 accounts requires additional processing time. Processing time is dependent on the amount of data being changed, but the final change will be reflected in CCMS the following business day 4. Accounts that are locked due to processing pending requests and lost/stolen accounts will not be considered for bulk maintenance. CitiManager.com >> Web Tools >> CCMS >> Card Management>> Account Management>> Bulk Maintenance 46

47 Effective use of Bulk Maintenance Select the hierarchy level(s) of the accounts to be maintained by checking the box next to the hierarchy name(s). All accounts at those hierarchy levels and below will be selected for maintenance. If only some of the accounts are to be modified, select the exclude accounts button which while simplify the account selection. 47

48 Effective use of Bulk Maintenance The request log will display all maintenance requests and their status. Click the Completed Successfully or Completed with Errors link to see the completed accounts or any errors that occurred. 48

49 Effective use of Bulk Maintenance 49

50 Bulk Maintenance Frequently Asked Questions 1. What is the maximum file size for the Excel Spreadsheet? The maximum size is 2MB. 2. What if my file exceeds the 2MB maximum? The user will have to create separate files that do not exceed the 2MB limit. 3. What is the maximum number of rows that can be populated? The maximum number is 3,275 rows if all fields are fully populated. 4. What are the mandatory fields? a. If the user wants to update a single account, they need to enter account number and at least one field to be updated. b. If the user wants to update all accounts in a hierarchy node, they need to enter hierarchy values and at least one field to be updated. 5. How do I view details of the file that has been processed successfully? To view the details of file that has been processed successfully click the Processed link available in that row. The system will display a pop up dialog with the details. 6. What if my file is rejected? To view the details of file that has been rejected click the Rejected link available in that row. The system will display a pop up dialog with the reason for rejection. 50 A complete step-by-step guide for bulk upload can be found at; solutions/commercial_cards/fed_govt_svcs/forms.jsp

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