GSA Federal Supply Service. Citibank Support: A Training Guide for the A/OPC
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1 GSA Federal Supply Service Citibank Support: A Training Guide for the A/OPC
2 2004 Citibank Commercial Cards, Government Services The Sixth Annual GSA SmartPay Conference SHERATON CONFERENCE CENTER, NEW ORLEANS, LOUISIANA, AUGUST 24-26, 2004 A Training Guide for the A/OPC Beth Berry August 24-25, 2004 Citigroup Global Transaction Services Copyright 2004 Citibank, N.A. CITIBANK, CITIDIRECT, CITIMANAGER, CITIGROUP and the Umbrella Device are registered Service marks of Citicorp or its affiliates.
3 Goal & Objectives To provide training tools for the A/OPC To assist 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 The Key to Success 4
5 Credit Card Basics Citibank Citibank issues issues Visa/MasterCard Visa/MasterCard Card Card 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 Number of Authorizations per Day Number 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 Citibank Support Team Customer Service CitiDirect Card Management System Help Desk Collections Fraud Early Warning (FEW) Disputes Application Processing and Maintenance Client Account 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) 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 9
10 Who to Call (continued) 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) 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) Alex Baker Steve Babine Mark Eckles Jeanette Antone Sarah Crawford Ken Fudge Melissa Landis Alex Medina Paul Plymel Eddie McKenzie Mark Miller Becky Riley Gale Vavrek Steve Babine Jackie Robinson Robert Wilson Crystal Wilson 12
13 Who to Call (continued) Customer Service Representative Collect (904) Collections Cardholder Delinquency (800) Collect (904) Recovery A/OPC only (904) Charge-off accounts Salary off-set program Cardholders charge off inquiries: (888) Fraud Early Warning (800) Early detection Failed verification 13
14 Other Contact Information Disputes Fax number (605) Security Operations/Affidavits Fax number (605) Account Maintenance Fax number (605) Applications Fax number (605) Citibank P.O Box 6125 Sioux Falls, SD
15 Where to Go for Information CitiManager Web Site 15
16 Where to Go for Information (continued) 16
17 Where to Go for Information (continued) 17
18 Where to Go for Information (continued) Purchase card 18
19 Where to Go for Information (continued) Purchase card 19
20 Where to Go for Information (continued) Purchase card 20
21 Where to Go for Information (continued) Newsletters 21
22 Where to Go for Information (continued) Client testimonials 22
23 Where to Go for Information (continued) Reference 23
24 Where to Go for Information (continued) 24
25 Where to Go for Information (continued) Appendix C 25
26 Where to Go for Information (continued) Appendix C 26
27 Where to Go for Information (continued) Detailed account listing 27
28 Where to Go for Information (continued) Detailed account listing 28
29 Where to Go for Information (continued) Appendix E 29
30 Where to Go for Information (continued) Appendix E 30
31 Where to Go for Information (continued) Appendix B 31
32 Where to Go for Information (continued) Appendix B 32
33 How to Make Things Happen A/OPC setup Government A/OPC Set-up / Maintenance Form - CB006 Faxed to your Client Account Manager - (904) Multiple hierarchies require individual forms Complete all hierarchy information Must be signed by current A/OPC 33
34 Where to Go for Information 34
35 How to Make Things Happen 35
36 How to Make Things Happen 36
37 How to Make Things Happen Hierarchy changes CitiDirect Card Management System (at the cardholder level) Government Purchase or Travel Card Maintenance Form - CB002 Fax to Account Maintenance (605) Reminder - Purchase card changes are pended for completion the day after cycle 37
38 How to Make Things Happen 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)
39 Where to Go for Information 39
40 How to Make Things Happen 40
41 How to Make Things Happen 41
42 How to Make Things Happen 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 42
43 Where to Go for Information 43
44 How to Make Things Happen 44
45 How to Make Things Happen 45
46 How to Make Things Happen Maintaining cardholder accounts CitiDirect Card Management System Call Customer Service Government Purchase or Travel Card Maintenance Form - CB002 Fax to Account Maintenance (605)
47 How to Make Things Happen 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 delinquencies Manage disputes 47
48 The Key to Success Go electronic Use of 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! 48
49 Summary Knowledge is power Effective tools lead to effective card program Remember 49
50 A Training Guide for the A/OPC Questions? 50
51 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 51
52 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 "Antitying 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 any information 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. 52
53 Copyright 2004 Citibank, N.A. CITIBANK, CITIDIRECT, CITIMANAGER, CITIGROUP and the Umbrella Device are registered Service marks of Citicorp or its affiliates. 53
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