Working Effectively with Citi Department of Defense Travel

Transcription

1 GSA SmartPay Conference Working Effectively with Citi Department of Defense Travel Stacy Eslich Vice President, Citi

2 11 th Annual GSA SmartPay Conference Phoenix, Arizona July 28 th - July 30 th, 2009

3 Working Effectively with Citi Department of Defense Travel 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 Must be scanned to receive CLP credits For each course Must leave room and re-enter Unanswered Questions Q-Cards & Ballot Boxes Answer to be ed after the conference - within 45 days

4 Working Effectively with Citi Department of Defense Travel Goals & Objectives This session is designed to assist you in achieving the following goals: Understanding the structure, roles and support provided by your DoD Travel Card servicing team Review the Citi Cards Management System (CCMS) and its support parameters

5 Agenda 1. Introduction to Citi Client Delivery Organization Customer Service Client Account Services Technical Help Desk Collections Fraud Management Quality and Training Contact Information 2. CitiDirect Overview 3. Program Parameters

6 1. Introduction to Citi

7 Department of Defense Servicing Center Norfolk, Virginia Citi Customer Service facility - dedicated to servicing the Department of Defense (DoD) Travel Card program. Support functions include: Client Account Services Client Service Managers Technical Support Training Customer Service Specialists / Collections Quality Assurance Rebates / CBA Reconciliation [Section Title]

8 Commercial Card Services Department of Defense Travel Card Services Norfolk, Virginia Mallory Anderson Site Manager 238 Deanne Burbee Client Service Dept. Mgr. 67 Thomas Gold Cardholder Service Dept. Mgr. 123 Karen Young Operations Dept. Mgr. 48 Client Services - 4 Section Mgrs - 55 Agents - 7 am to 9 pm EST; Monday - Friday Collections - 1 Section Mgr - 20 Agents - 8 am to 9 pm EST; Monday - Friday Cardholder Services - 8 Section Mgrs Agents - 24 x 7 Workforce Management - 1 Section Mgr - 2 Specialists Help Desk Level 2-1 Section Mgr, 7 Agents - 7 am to 7 pm, Mon-Fri Employee Learning & Performance Solutions - 1 Section Mgr - Training, Quality, Correspondence Technology & Project Fulfillment - 1 Section Mgr - Client Reporting, VRU/IVR, Interface Solutions, Projects

9 Employee Access Tools Client-Facing Roles & Responsibilities Cardholder Customer Service Group Cardholder Customer Service Customer Service Representative Primary Role Receives inbound calls from DoD cardholders. Responds to general inquiries and requests for routine changes to the cardholder account Account Access Tools TSYS (cardholder account information and maintenance ability system of record) Non-cardholder verification database (NCVD) APC directory Senior Customer Service Representative In addition to above, also provides after-hours and weekend support for emergency calls from APCs CSP online statements TSYS, CCMS (limited functions), CCRS, CSP

10 Employee Access Tools Client-Facing Roles & Responsibilities Client Account Services Group Cardholder Customer Service Client Account Representative Client Account Specialist, Dedicated (CAS) CBA Service Representative Primary Role Receives inbound calls from APCs (level 4 & below) regarding IBA accounts. Responds to general inquiries and requests for changes to IBA. Also, provides level 1 support for CCMS and CCRS Receives inbound calls, s and faxes from the DTMO, CPM and level 3 APCs. Also, provides level 1 support for CCMS & CCRS Completes CBA account set up and changes. Responds to inbound inquiries regarding CBA accounts, Also, provides level 1 support for CCMS and CCRS Account Access Tools TSYS, CCMS (limited functions), CCRS, CSP TSYS, CCMS, CCRS, CSP, CERS & NCVD TSYS, CCMS, CCRS, CSP & NCVD

11 Employee Access Tools Client-Facing Roles & Responsibilities Operations Level 2 Help Desk Group Operations Level 2 Help Desk Primary Role Receives calls referred from level 1 representative. Works with APCs to resolve technical issues related to CCMS and CCRS. Opens research ticket if item requires additional research or resolution. Account Access Tools TSYS, CCMS, CCRS, CSP, CERS & NCVD Available to CPMs and DTMO via special direct-dial number

12 Voice Response Unit (VRU) Navigation Cardholder Citi s VRU provides self service capability for cardholders PIN customization Card receipt verification Payment by phone Obtain recent transaction history

13 Voice Response Unit (VRU) Navigation - APC Citi s VRU provides self-service capability for APCs Application status Activate / Deactivate Frequently asked questions

14 Cardholder Customer Service Fast Facts Incoming Customer Service calls for cardholders are support 24x7, 365 days of the year World Wide Toll Free Call examples include (but are not limited to) the following: Balance inquiries / credit availability Payment inquiries or issues Authorization inquiries Security and account closures Initiate billing disputes, card activations and address changes After hours and weekend support for APCs

15 Call Types Top 5 Reasons for Contact Serviced within the VRU Balance Information: 1,081,689 Available Credit: 1,022,299 Payment Information: 956,346 Balance/Credit/Payments: 147,876 Transaction Authorization: 125,382 Serviced by Representative Account Status Inquiry: 175,663 Online Inquiry: 81,340 Quick Remit Taken: 51,372 Available Credit / Balance Inquiry: 48,531 Authorization Decline: 47, , , , , , ,000 50,000 0 Mar-09 Apr-09 May-09 Jun-09 Balance Info Av ailable Credit Pay ment Info BalCredPay Begin TransAuthMenu 40,000 30,000 20,000 10,000 0 Dec 2008 Jan 2009 Feb 2009 Mar 2009 Apr 2009 May 2009 Jun 2009 Account Status Inquiry Online Inquiry QuickRemit Taken Av ailable Credit/Balance Inquiry Authorization Decline

16 Call Types Top Call Drivers Serviced within the VRU Cardholder Service Check Pending Authorizations Last 5 Posted Transactions Payment Via Phone Pin Change Request Route to Helpdesk APC Service Account Lookup / Status SSN Lookup New Application Status Activate / Deactivate Card Serviced by Representative Account Status Online Inquiry Phone Payment Available Credit / Balance Declined Authorization PIN Change / Inquiry Payment Due Date / Inquiry Credit Balance Refund Card Reciept Verification Lost / Stolen / Never Received Card

17 Client Services Fast Facts World Wide Toll Free Client Account Services provides a primary designated CAS manager to each component Hours of operation: 7:00 am to 9:00 PM ET Monday - Friday Primary functions: Daily operational needs Account maintenance functions CBA reconciliation assistance Mission Critical requests Emergency services Account Setups Credit / Cash limit increases Level 1 Help Desk support

18 Technical Help Desk Level 2 Primary Roles & Responsibilities Creation & administration of various system IDs Troubleshoot customer network / desktop connectivity issues Support CPM dedicated support line Conduct detailed investigations for CCMS, CCRS, CERS and CSP customer inquiries Support CAS, new customer implementation teams, client & internal reporting needs User ID administration for external / internal customers for CERS Alias, CERS upload / download, CERS file delivery, CCMS & CCRS Facilitate training on new online tool products / enhancements for Client Delivery team

19 Collections Fast Facts Tuesday, Collections July responsibilities 28, 2009 Incoming calls from cardholders with payment issues Outgoing calls on past due accounts APC inquires on delinquent accounts Salary Offset and Reduced Payment Plan (RPP) negotiations and set ups Reinstatements Phone Number: Hours of operation 8:00am 9:00pm ET Monday-Friday

20 Collections / Recovery Fast Facts (continued) Tuesday, Collections July Life 28, Cycle 2009 Day 0 Statement Generated 61 Days Past Bililng Calls Begin 126 Days Past Billing Account Cancelled Account Suspended 46 Days Past Billing Letters Begin 91 Days Past Billing Salary Offset Due Process 210 Days Past Billing Account Charged Off (Reported to Credit Bureau)

21 Customer Service Learning & Performance Solutions Fast Facts Training Dedicated & experienced Instructors Formalized curriculum and assessments / certifications Comprehensive 3-week new employee training program Ongoing refresher / up-training support Quality Management Dedicated & experienced Quality Analysts Sophisticated call management system 100% call recording Listening goals: 3 calls per agent / month Performance trends drive training efforts

22 Fraud Management Fast Facts Mission Identify Lost/Stolen New or replacement cards not received Counterfeit activity Test Points Credit Master attacks Points of compromise Monitor high risk transactions indicative of unusual behavior Reduce losses due to fraud Prevent and minimize the activity Reduce impact to our cardholders Top 3 Fraud Types (program to date) 1. Altered: $134, Issued / Not Received: $48, Lost: $15,116

23 Fraud Management Fraud Types & Definitions Type Definition Lost NRI Card Not Present Stolen Altered / Counterfeit Account Takeover Cardholder misplaced / lost card Never received reissued or new card Transactions conducted over the internet or by phone (MOTO) Cardholder is victim of theft Cardholder is in possession of card; a copy has been made and used by the criminal. Manual vs. Skimming Fraudster is able to assume / obtain personal information in order to request an additional card

24 2. CitiDirect Overview

25 Citi Electronic Tools & Resources 2:00 pm to 3:10 pm

26 Citi Electronic Tools & Resources Resources Link

27 Citi Electronic Tools & Resources Resources Link

28 Forms Cardholder Transfer Request 8:00 am to 9:10 am

29 Forms Account Upgrade Cardholder Change Account Form

30 Application Processing New Cardholder Applications Processing Options 1. Online Application Completed via (enter web address) Allow 5 to 7 business days for card delivery 2:00 pm to 3:10 pm 2. Fax Paper Application Completed via fax (enter number) Allow 3 business days for application to be processed Allow 5 to 7 business days for card delivery

31 Real-Time Processing Matrix Top 5 Real Time Maintenance Functions 1. Credit Limits 2:00 pm to 3:10 pm 2. Activate / Deactivate 3. Velocity Limits 4. Declined Authorizations 5. Demographic Changes

32 3. Program Parameters

33 Program Parameters Enforcing and Supporting DoD Policies Credit Worthiness Account Upgrades Mission Critical Salary Offset Reduced Payment Plan Do Not Strand Reinstatement

34 Credit Worthiness Account issuance is determined by supervisor approval, applicant s agreement to credit check and credit score Standard APC designates Standard Applicant agrees to credit check Applicant achieves a credit score of 660 or above Restricted APC designates Restricted or does not make a designation Applicant does not agree to credit check Applicant achieves a credit score Denied APC and/or Supervisor does not approve application Applicant achieves credit score 499 or below Applicant will be notified by mail

35 Account Upgrades Allows restricted cardholders to apply for upgrade to standard Cardholder submits application Must agree to credit check Citi performs credit check If credit score is 660 or above Account designation is upgraded to Standard Credit and cash limits raised

36 Mission Critical Keeps account open and active Definition: Status applied to an individually billed account when travel is being performed under competent orders and performing duties that, through no fault of their own, may prohibit the traveler from filing vouchers for outstanding travel card charges While under Mission Critical, account will not age, report as delinquent, or accrue late fees

37 Mission Critical (continued) Keeps account open and active regardless of delinquency status APC may place cardholder in Mission Critical status for up to 120 days Higher approval required for more than 120 days Once account reaches the end date of Mission Critical, delinquency reporting begins Account will not suspend or report as delinquent until 60 days after end date (depending on cycle date)

38 Salary Offset Fast Facts Salary Offset Process Begins at 91 Days Past Billing Cardholder sent due process letter Advises if balance not paid within 30 OR repayment agreement reached with card issuer, account balance will be submitted to DFAS for salary offset Letter contains instructions on how to file for a hearing If enrolled, DFAS will deduct payments from cardholders pay and send directly to the bank Fee $80 plus 3 late fees $29 each If not enrolled account will proceed to charge off at 210 days Fee - $85

39 Reduced Payment Plan Fast Facts Reduced Payment Plan May be offered prior to Salary Offset If paid in two payments no fee and account will be reinstated If more than two payments - $45 set up fee and $10 monthly maintenance fee applies and cardholder will have to apply for reinstatement

40 Do Not Strand Allows Citi customer service to temporarily activate account for cardholders who are traveling 5 day activation for deactivated accounts Cardholder must contact Customer Service Attempted charges must reflect travel status Account reflects declines at hotels, restaurants, ATM, airline, etc. Suspended accounts (60-90 days only) will not be re-opened for the 5-day grace period Cardholder required to contact Citi Customer Service and request forced authorization

41 Reinstatement Allows cardholders with accounts cancelled due to delinquency to apply for reinstatement Qualifying Criteria Account must not be charged off or had 3 or more payments returned APC and Supervisor must approve Account balance must be paid in full for 60+ days Cardholder must agree to credit check and meet credit score of 500 or above Cardholder must agree to pay Reinstatement Fee $29 Fee will be billed only if approved and will appear on first statement If approved, account will be reinstated as restricted If account cancels again, or payment is returned, account will be closed and will not be considered for future reinstatement

42 4. Client Training Support

43 4. Client Training Support Interactive Learning Events Ten Seasoned DOD Training Professionals Geographically Dispersed Live Sessions with Practical Hands-On Techniques Delivered Regional On-site Citi Locations Norfolk Washington DC In-house at your Government Agency World Wide DOD Locations 20 participant minimum Access On-Line and Virtual Classrooms Webcast Distance Learning - Video Conferences Computer Based Training Relevant Training Resource Materials

44 4. Client Training Support Interactive Learning Events (continued) Contact us to schedule your training solutions Complete Training Request Form (citimanager.com DoD home page) completed form to:

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