Training Guide for the New Purchase Card APC

(Navy)

Delon Pleiman and Dina Haynes

Citi® Commercial Cards, Government Services

GSA SmartPay Conference

Denver, Colorado

July 22nd - July 24th, 2008

The Tenth Annual GSA SmartPay® ConferenceTowards New Horizons!

Goals and Objectives

To familiarize new APCs with Citi’s Customer Service options

Introduce some of the web based tools available to Navy APCs which allow for simplified program management

Reduce rejected forms by providing guidance for new APCs on the proper completion of program forms

Agenda

1. Charge Card Basics

2. Important Contact Information– NIVR -- Network Integrated Voice Response – Customer Service– CitiDirect® Helpdesk– CAS

3. Citimanager.com

4. Account Management - CitiDirect® (CCMS)– Reporting Tools - Custom Reports (CCRS)

5. NAVSUP Website– Bank Guidance– Policies

6. Best Practices

Customer Database and LIMITS

TSYS checks the customer database and returns

authorization or decline

TSYS checks the customer database and returns

authorization or decline

Visa /MasterCard network carries the data to the processor,

Total System (TSYS)

Visa /MasterCard network carries the data to the processor,

Total System (TSYS)

Merchant/Acquiring BankMerchant/Acquiring Bank

Merchant inputs or scans the card number, expiration date and

$ amount for approval

Merchant inputs or scans the card number, expiration date and

$ amount for approval

Employees provide Card/accountnumber to merchant for payment

Employees provide Card/accountnumber to merchant for payment

Organization distributes CardsOrganization

distributes Cards

Charge Card Basics

Citibank issuesVisa/MasterCardCitibank issuesVisa/MasterCard

Charge Card Basics

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

Levels of transaction detail

Agenda

1. Charge Card Basics

2. Important Contact Information– NIVR -- Network Integrated Voice Response – Customer Service– CitiDirect® Helpdesk– CAS

3. Citimanager.com

4. Account Management - CitiDirect® (CCMS)– Reporting Tools - Custom Reports (CCRS)

5. NAVSUP Website– Bank Guidance– Policies

6. Best Practices

One-Stop-Contact Number:

Network Integrated Voice Response – NIVR

Option 1 - Automated account informationBalanceAvailable creditPayment informationPayments address

Option # - Card activation

Option 3 - Select new PIN number

(800) 790 – 7206

Contact InformationCustomer Service 800.790.7206 Select Option 0

Customer Service is Available 24 hours a day, 7 days a weekMaintenance on the cardholder’s account

e.g., address changes, statement requests, disputes, etc.Change credit lines for individualsAdd templates (as long as template name is provided)Change single purchase limitsClose and reopen accounts of individualsForced authorizations

– Call Collect (904) 954 – 7850

Contact Information 800.790.7206 Select Option 2 – CitiDirect® Helpdesk

- Questions regarding:CitiDirect® Card Management System (CCMS)Citibank® Custom Reporting System (CCRS)

– Password resets– Issue resolution

Contact Information800.790.7206 Option 4 - CAS

Enter the five-digit extension of your CAS Manager– Kaylen Woodard 69899– Tammatha Campbell 69886– Michael Wilson 69879– Dina Haynes 69880

Any maintenance on billing accounts

Merchant Category Codes (MCC) / templates

Delinquency Questions

New AO / APC Set-ups

Projects

Your Client Account Managers

Eddie McKenzie Spencer MacDonald

Ken Fudge

Delon Pleiman

Stacey Felix Dina Haynes

Navy CAS Managers

Michael WilsonKaylen Woodard

Dina Haynes

Agenda

1. Charge Card Basics

2. Important Contact Information– NIVR -- Network Integrated Voice Response – Customer Service– CitiDirect® Helpdesk– CAS

3. Citimanager.com

4. Account Management - CitiDirect® (CCMS)– Reporting Tools - Custom Reports (CCRS)

5. NAVSUP Website– Bank Guidance– Policies

6. Best Practices

Citimanager.com Overview

Citimanager.com Overview --Newsletter

Citimanager.com Overview

Citimanager.com Overview

Web-Based Tools

Agenda

1. Charge Card Basics

2. Important Contact Information– NIVR -- Network Integrated Voice Response – Customer Service– CitiDirect® Helpdesk– CAS

3. Citimanager.com

4. Account Management - CitiDirect® (CCMS)– Reporting Tools – Citibank® Custom Reporting System (CCRS)

5. NAVSUP Website– Bank Guidance– Policies

6. Best Practices

CitiDirect® Card Management System (CCMS)

Description– System that allows you to manage your card program online and view

transactions

User profile– Control access through entitlements

Features– Setup, modify, or view accounts– Purchase Log– Review transaction data for 36 months– Review cardholder e-statements– Monitor status of disputes– Reallocate transactions to specific lines of accounting– Use e-statement approval process– Program Audit Tool

CitiDirect®

CitiDirect® - Navigation Bar

Hierarchy-View

Hierarchy-View-Manage Contacts

Hierarchy-View-View Accounts

Hierarchy-View-View Accounts - Modify

Hierarchy-View-View Accounts

Hierarchy-View-View Accounts-Modify

Card Management- Account Management

Card Management – Account Management

Card Management – Maintenance Log

Card Management – Maintenance Log

Card Management – Maintenance Log

Reporting – Citibank Custom Reporting System

Custom Reports (CCRS)

Custom Reports - Shared Reports

LEARNING SESSIONS

CitiDirect® Card Management System– Tuesday, 3:30 PM – 4:40 PM– Hands-on Training for New Users - NAVY– Plaza Ballroom C, Sheraton Denver

Custom Reporting System for the Navy Purchase Card – Wednesday, 9:30 AM – 10:40 AM– Plaza Ballroom DE, Sheraton Denver

Agenda

1. Charge Card Basics

2. Important Contact Information– NIVR -- Network Integrated Voice Response – Customer Service– CitiDirect® Helpdesk– CAS

3. Citimanager.com

4. Account Management - CitiDirect® (CCMS)– Reporting Tools - Custom Reports (CCRS)

5. NAVSUP Website– Bank Guidance– Policies

6. Best Practices

NAVSUP Websitehttps://www.navsup.navy.mil/navsup

Bank Guidance

AO Set up / Maintenance

APC Set-up / Maintenance

Navy Purchase Card Set-up Form

Cardholder Maintenance Form

Agenda

1. Charge Card Basics

2. Important Contact Information– NIVR -- Network Integrated Voice Response – Customer Service– CitiDirect® Helpdesk– CAS

3. Citimanager.com

4. Account Management - CitiDirect® (CCMS)– Reporting Tools - Custom Reports (CCRS)

5. NAVSUP Website– Bank Guidance– Policies

6. Best Practices

Best Practices

Use CitiDirect® (CCMS) to perform program maintenance

Use CitiDirect® ( CCMS) to create new cardholder accounts

Use Custom Reporting ( CCRS) to pull reports and stay informed

Control credit limits. Remember, the AO account should always bedouble the amount that is allocated out to the cardholders

Close inactive cards

Actively manage delinquency

Summary

Provided helpful information on the use of administrative tools to manage your program effectively– Credit Card Basics– Contact Information– Citimanager.com

Demonstrated how these tools can assist you with managing efficient and effective card programs– Overview of Forms– Use of web based tools

Provided an overview of CitiDirect® functionality and benefits– Navigating the site– Location/Access of additional information

50 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 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

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