GSA Federal Supply Service Citigroup Support: A Training Guide for the EXPERIENCED A/OPC
A Training Guide for the EXPERIENCED A/OPC Citibank Commercial Cards, Government Services Paul Plymel, Lorraine Norman, 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.
Goal & Objectives To provide effective training tools for the A/OPC Discuss best practices To assist A/OPCs with running efficient and effective card programs 3
Agenda Credit Card Basics Get to Know your Citigroup Support Teams citimanager.com Citigroup Process and Procedures How to Manage a Successful Card Program 4
Credit Card Basics Citibank Citibank issues issues Visa / MasterCard Visa / MasterCard Agency distributes Agency 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
Your Citigroup Support Team Customer Service CitiDirect Card Management System Help Desk Collections Fraud Early Warning (FEW) Disputes Application processing and maintenance Client Account Managers Business development Solutions engineering 6
Your Citigroup Support Team (continued) (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 # - Automated card activation 7
Your Citigroup Support Team (continued) (800) 790 7206 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 Citibank Online Statements 8
Your Citigroup Support Team (continued) (800) 790 7206 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 9
Your Citigroup Support Team (continued) Customer Service Representative Collect (904) 954 7850 10
Your Citigroup Support Team (continued) (800) 790 7206 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
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
Your Citigroup Support Team (continued) Collections Cardholder delinquency (800) 473-1393 Collect (904) 954-8665 Recovery Card member charge off inquiries: (888) 891-2873 A/OPC dial (904) 954-7466 Charge-off accounts Salary off-set program 13
Your Citigroup Support Team (continued) 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 Citibank Government Services P.O. Box 6125 Sioux Falls, SD 57117 15
Where to Go for Information CitiManager web site www.citimanager.com 16
Where to Go for Information (continued) 17
Where to Go for Information (continued) Card solutions 18
Where to Go for Information (continued) Newsletters 19
Where to Go for Information (continued) Reference 20
Where to Go for Information (continued) Appendix B 21
Where to Go for Information (continued) Appendix B 22
Where to Go for Information (continued) Appendix B 23
How to Make Things Happen (continued) 24
Citibank Process and Procedures (continued) 25
Citibank Process and Procedures (continued) 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 26
Where to Go for Information (continued) Appendix E 27
Where to Go for Information (continued) 28
Citibank Process and Procedures (continued) 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 29
Citibank Process and Procedures (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) 357-2092 30
Citibank Process and Procedures (continued) Setting up new cardholders - information needed Verification IB - cardholder signature IB - Social Security number Date of birth (DOB) Home physical address Home phone number A/OPC signature Complete hierarchy MCC template Credit / cash limits Single purchase limits Any agency specific information, such as ASC / LOA information 31
Citibank Process and Procedures (continued) 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 32
Managing a Successful Card Program Use Citibank reporting tools Citibank Electronic Reporting System / TBR Citibank Custom Reporting System Card usage, misuse and delinquency Review transactions Agency-approved purchases only Control credit limits and MCC templates Close inactive cards Keep cardholder information updated Citibank Electronic Reporting System upload / download Citibank Online Statements Manage disputes 33
Managing a Successful Card Program (continued) Use Citigroup reporting tools How to analyze reports Why it is important to review reports regularly Creating reports 34
Managing a Successful Card Program (continued) Why we restrict merchant category codes (MCC Codes) Lower risks How to ensure unwanted MCC Codes are blocked 35
Managing a Successful Card Program (continued) Credit limits Normal credit limit Disaster credit limit Guam credit limit Reduced credit limit Restricted credit limit 36
Managing a Successful Card Program (continued) Split disbursement What is split disbursement? How is the voucher divided Benefits of using split disbursement 37
Summary Knowledge is power Effective tools lead to effective card program Remember www.citimanager.com 38
A Training Guide for the ESTABLISHED A/OPC Questions? 39
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 40
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.