working effectively with citi (general session) · pdf fileworking effectively with citi...

GSA SmartPay Conference

Working Effectively with Citi(General Session)

Robert Wilson, Ken Fudge

Citi® Commercial Cards, Government Services

Denver, Colorado

July 22nd - July 24th, 2008

The Tenth Annual GSA SmartPay® ConferenceTowards New Horizons!

Agenda

1. Introduction to Citi

2. Account Management

3. Client Delivery Organization

4. Client Account Services

5. Customer Service

6. Collections

7. Quality and Training

8. Project Management

9. Production Support

10. Helpdesk

11. Fraud Management

Client First Initiative

In 2006, Citibank announced the Client First Initiative; in which all of us were asked to achieve the highest level of direct satisfaction – both internally and externally. The objectives of Client First are:

Learn from our employees

Listen to our clients

Improve ourselves

Strengthen outreach to clients

Account Manager Roles / Responsibilities

General Overview of Role:– Generate revenue opportunities with the client via excellent account

management– Develop and launch product solutions into the global marketplace– Assist clients with their program implementation design, tools training– Work conjunctively with clients’ strategic initiative and objectives

General Overview of Daily Responsibilities:– Manage processes which include but not limited to; client specific policy

and procedure documentation, enrollment initiatives and product training

– Develop branded marketing campaign and sales strategies– Manage incentive programs – Create ROI models to target increased usage such as program

optimization – Conduct onsite sales / information sessions– Track and report statistics on program usage

Commercial Cards Servicing Center - Jacksonville

– Client Account Services– Client Service Managers – Customer Service Specialists / Collections– Quality / Training– Rebates– Vendor and Project Management– Help Desk Support Teams

Client Account Services (CAS)

Client Account Services provides a primary designated CAS manager to each client

Hours of operation 7:00 AM – 9:00 PM ET Monday through Friday

Primary functions include:– Program management including new client implementations and/or new

product set-ups as well as optimization of overall program performance– Collection of unpaid balances on central billed accounts – Testing of new system enhancements, participation in multiple projects

as client SMEs and document procedural changes – Manage credit utilization for Agency and Large Market account

programs to identify short and long-term needs for additional credit – Support of overall business strategy by increasing relationships with

existing clients through servicing of commercial card product solutions

Spencer MacDonald

Your Client Account Managers

Dan Deal


Shameki Daniels


Ken Fudge


Paula Gillon


Mark Eckles


Eddie McKenzie


Kellee Glover


Delon Pleiman


Kaylen Woodard


Shadara Reed


Dina Haynes


Michael Wilson


Daily Work

Daily work can be received in a number of ways which include:– Faxes– Phone calls– Re-routes– E-mails– Mail– CitiDirect® rejects

Customer Service

Incoming Customer Service calls for cardholders are supported 24 hours a day, 7 days a week, 365 days of the yearCall examples include but are not limited to the following:– Balance inquiries/credit availability– Payment inquires or issues– Authorization inquiries– Security and account closures– Initiate billing disputes, card activations, and address changes– Commercial Cards Customer Service – 24 hours a day, 7 days a week

Monday through Friday6:30 AM to 11 PM EST calls handled in Jacksonville, FL11 PM to 6:30 AM EST calls handled in South Dakota

Saturday and Sunday6:30 AM to 11:00 PM EST calls handled in Jacksonville, FL11:00 PM to 6:30 AM EST calls handled in South Dakota

Collection Process Overview

Frequency is based on delinquency level and result of call.

Calls begin at 31 days past due for Individual Liability accounts.

Letters begin at 15 days past due.

Suspension occurs at 36 days past due.

Cancellation is at 101 days past due.

Credit Bureau reporting is turned on at 121 days past due.

Accounts are charged off at 181 days past due and sent to outside Collection Agencies.

Quality & Training

Quality:– Perform 8 observations each month for Customer Service and Inbound

Collections– 2 observations each month for Level 1 Helpdesk– 4 observations each month for Outbound Collections– Supports additional functions – Training

New hire training is a 5-week course designed to cover Government card policy and procedures, with three weeks devoted to lecture and Citi®Source navigation and the final two weeks to cover on the job training

Quarterly training updates are held to address policy/procedural changes and/or client exceptions

Project Management

– System Project Requests (SPRs) are submitted to facilitate client implementations, reporting, new products, enhancements, processor platform changes

– SPRs are assigned to a Client Delivery Project Manager– Develop project execution plans, obtain and deploy appropriate

resources, and coordinate efforts with internal and external resources – Create and maintain communication throughout project life cycle for

both internal and external project participants– Materials management for all collateral– Functional SMEs for processor platform capabilities

Production Support

Production Support– Provide support for Client Delivery metrics for MIS, CitiScape®, and

other internal control reports– Provide support for specified CCRS Customer reports based on

defined frequencies– Facilitate Network Integrated Voice Response (NIVR) enhancements– Process new account files (Auto Enroll)– Process maintenance files (File Maintenance)

Level 1 Helpdesk

Level 1 Primary Roles & Responsibilities– Staffed hours are from 7:00 AM to 11:00 PM ET Monday-Friday.

(Contractual obligations are supported 24 hours a day, 7 days a week, 365 days of the year by cross trained after hours staff)

– Creation and administration of various system IDs– Reset user passwords for CitiDirect® Card Management System

(CCMS), Citibank® Electronic Reporting System (CERS), Custom Reporting System (CCRS), Global Card Management System (GCMS) and Online Statement

– Support daily functionality for file delivery, CCMS, GCMS, CERS,CCRS, and Online Statements

– Troubleshoot customer network/desktop connection issues– Provide training for CERS upload/download website for internal and

external customers – Provide training to users for CCRS report creation

Level 2 Helpdesk

Level 2 – Primary Roles & Responsibilities– Conduct Level 2 investigations for CCMS, CCRS, CCAS, CERS ,

Online Statements and GCMS– End-to-end review of a select sample size of Level 1 client requests for

additional quality review and identification of training opportunities– Point of contact/escalation for vendor (i.e. TRX, Opin, TSYS), Core,

and Level 3 issues– Support CAS, new customer implementation teams, and the front office

sales staff on client and internal reporting needs– User ID administration for external/internal customers for CERS Alias,

CERS Upload/Download, CERS File Delivery, CCMS, and CCRS– Facilitate training on new online tool products/enhancements for Client

Delivery Team

Citibank Fraud Management

Identify:– Lost / stolen– Never received reissued or new card– Counterfeit activity– Test points– Credit Master Attacks– Points of Compromise

Monitor high-risk transactions indicative of unusual behavior

Reduce fraud losses – Prevent and minimize the fraudulent activity – Detect unusual behavior in early stages of fraud

and reduce the impact to our cardholders

Our mission

Fraud Types

Cardholder is in possession of card; a copy has been made and used by the criminal. Manual vs. Skimming

Altered/Counterfeit

NRI Never received reissued or new card

Card Not Present νTransactions conducted over the Internet or by phone (MOTO)

Stolen Cardholder is victim of theft

AccountTakeover

Fraudster is able to assume / obtain personal information in order to request an additional card

Lost νCardholder misplaces / loses card

Definitions

Additional Resources

Training Guide for the New Travel Card A/OPC

Training Guide for the New Purchasing Cards A/OPC

Training Guide for the Experienced Travel A/OPC

Training Guide for the Experienced Purchase A/OPC

Best Practices for Payments, Collections and Managing Delinquencies

Disputes- Resolution without Delay

Summary

Customer Service is available 24 hours a day, 7 days a week, 365 days of the year

Your CAS Manager is available for to assist with your overall program

Level 1 and 2 Help desks are here for all of your online needs

Reporting/System Enhancements? Leave it to us

Fraud Management - Knowledge is key

34 go to View, Header and Footer to set date

Reminders

Visit the Citi® Welcome Center– Exhibit Area Entrance, Sheraton Denver– Conference Slide Show – come see yourself shine

Visit the Citi® One-on-One Mini-Sessions– Governor’s Square Room 10 and 11

Please take a moment to complete your GSA survey for this session

Citi® party is tonight– Hyatt Regency Denver: Centennial Ballroom & Foyer at 7:00 PM– Western Theme

IRS Circular 230 Disclosure: Citigroup Inc. and its affiliates do not provide tax or legal advice. Any discussion of tax matters in these materials (i) is not intended or written to be used, and cannot beused or relied upon, by you for the purpose of avoiding any tax penalties and (ii) may have been written in connection with the "promotion or marketing" of any transaction contemplated hereby("Transaction"). Accordingly, you should seek advice based on your particular circumstances from an independent tax advisor.Any terms set forth herein are intended for discussion purposes only and are subject to the final terms as set forth in separate definitive written agreements. This presentation is not a commitment to lend, syndicate afinancing, underwrite or purchase securities, or commit capital nor does it obligate us to enter into such a commitment, nor are we acting as a fiduciary to you. By accepting this presentation, subject to applicable lawor regulation, you agree to keep confidential the existence of and proposed terms for any Transaction.Prior to entering into any Transaction, you should determine, without reliance upon us or our affiliates, the economic risks and merits (and independently determine that you are able to assume these risks) as well asthe legal, tax and accounting characterizations and consequences of any such Transaction. In this regard, by accepting this presentation, you acknowledge that (a) we are not in the business of providing (and you arenot relying on us for) legal, tax or accounting advice, (b) there may be legal, tax or accounting risks associated with any Transaction, (c) you should receive (and rely on) separate and qualified legal, tax and accountingadvice and (d) you should apprise senior management in your organization as to such legal, tax and accounting advice (and any risks associated with any Transaction) and our disclaimer as to these matters. Byacceptance of these materials, you and we hereby agree that from the commencement of discussions with respect to any Transaction, and notwithstanding any other provision in this presentation, we hereby confirmthat no participant in any Transaction shall be limited from disclosing the U.S. tax treatment or U.S. tax structure of such Transaction.We are required to obtain, verify and record certain information that identifies each entity that enters into a formal business relationship with us. We will ask for your complete name, street address, and taxpayer IDnumber. We may also request corporate formation documents, or other forms of identification, to verify information provided.Any prices or levels contained herein are preliminary and indicative only and do not represent bids or offers. These indications are provided solely for your information and consideration, are subject to change at anytime without notice and are not intended as a solicitation with respect to the purchase or sale of any instrument. The information contained in this presentation may include results of analyses from a quantitative modelwhich represent potential future events that may or may not be realized, and is not a complete analysis of every material fact representing any product. Any estimates included herein constitute our judgment as of thedate hereof and are subject to change without any notice. We and/or our affiliates may make a market in these instruments for our customers and for our own account. Accordingly, we may have a position in any suchinstrument at any time.Although this material may contain publicly available information about Citi corporate bond research, fixed income strategy or economic and market analysis, Citi policy (i) prohibits employees from offering, directly orindirectly, a favorable or negative research opinion or offering to change an opinion as consideration or inducement for the receipt of business or for compensation; and (ii) prohibits analysts from being compensated forspecific recommendations or views contained in research reports. So as to reduce the potential for conflicts of interest, as well as to reduce any appearance of conflicts of interest, Citi has enacted policies andprocedures designed to limit communications between its investment banking and research personnel to specifically prescribed circumstances.

©© 2008 Citibank, N.A. All rights reserved. Citi and Arc Design, Citibank and CitiDirect are trademarks and service marks of Citigroup Inc. or its affiliates, used and registered throughout the world.

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