Training Guide for the New Travel Card A/OPC

(General)

Stacey Felix, Citi® Commercial Cards

Donna Gentile, VA

GSA SmartPay Conference

Denver, Colorado

July 22nd - July 24th, 2008

The Tenth Annual GSA SmartPay® ConferenceTowards New Horizons!

Goals and Objectives

To provide helpful information for new A/OPCs on the use of administrative tools to manage your program effectively

Demonstrate how these tools can assist new A/OPCs with managing efficient and effective card programs

To provide an overview of Citimanager.com functionality and benefits

Agenda

1. Credit card basics

2. Important contact information

3. Citimanager.com overview

4. Program management tools

5. Best practices

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

Charge Card Basics

Your Citi® Support Team

Customer Service

Web-based Tools Help Desk

Collections

Fraud Early Warning (FEW)

Disputes

Application processing and maintenance

Client Account Services (CAS) Managers

One-Stop-Contact Number: (800) 790 - 7206

Network Integrated Voice Response – NIVR

Option 1 - Automated account informationBalanceAvailable creditPayment informationPayments address

Option # - Card activation

Option 3 - Select new PIN number

Important Contact Information

Option 0 - Customer Service is Available 24 hours a day– Cardholder and A/OPC

Maintenance on the cardholder’s account e.g., address changes, statement requests, disputes, etc.

– A/OPCChange credit lines for individualsAdd, delete or change limit of cash for individualChange single-purchase limitsClose and reopen accounts of individualsForce authorizations in emergency situations

– Call collect (904) 954 – 7850

Important Contact Information

Option 2 - System support and file delivery help desk – Questions regarding:

File delivery CitiDirect® Card Management System (CCMS)Citibank® Electronic Reporting System (CERS)Citibank® Custom Reporting System (CCRS)Citibank® Online Statements

– Password resets– Issue resolution

Important Contact Information

Option 4 - Client Account Services– Enter the five-digit extension of CAS Manager– Any maintenance on billing accounts– Merchant Category Codes (MCC) / templates– Troubleshooting– Account Reconciliation– Set-up User IDs

CitiDirect® Card Management SystemCitibank® Electronic Reporting SystemCitibank® Custom Reporting System

– Projects

Your Client Account Managers

Delon Pleiman – Department of Veterans Affairs

Spencer MacDonald – Peace Corps

Dina Haynes – Navy

Ken Fudge – Treasury Department

Eddie McKenzie – US Postal Service

Stacey Felix – Senior Client Account Manager

Additional Contact Information

Collections– Cardholder Delinquency– (800) 473-1393– Call collect (904) 954-7850

Recovery – (904) 954-9466– Salary Offset program– A/OPC Charge-off Inquiries

Cardholder Charge-off inquiries: (888) 891-2873

Additional Contact Information

Fraud Early Warning– (800) 945-3114– Early detection– Failed verification

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

Citimanager.com Overview

Citimanager.com Overview – Card Solutions

Citimanager.com Overview - Reference

Citimanager.com Overview

Citimanager.com Overview – Appendix C

Program Management Tools – Appendix B

Program Forms – Appendix B

Program Forms

A/OPC setup– Government A/OPC Set-up / Maintenance Form - CB006– Multiple hierarchies require individual forms– Complete all hierarchy information– Must be signed by current A/OPC– Faxed to your Client Account Specialist (CAS) - (904) 954-7700

Program Forms

Program Forms

Program Forms

Setting up new cardholders– Electronic Access System (CitiDirect® Card Management System) for

all programs– Government Travel Card (Individually Billed Account) Setup Form –

CB004 – Government Travel Card (Individually Billed Account) Setup Form –

Creditworthiness– CB004.B– Government Travel Card (Centrally Billed Account) Setup Form –

CB005– Fax to Applications Department (605) 357-2092

Don’t Forget…

New cardholders Individually Billed information required– First and last name– Social Security Number– Date of Birth– Statement Billing Address– Home Physical Address– Home Phone Number– Plastic Type– Valid Hierarchy– Credit Limits – Cardholder signature– Valid APC signature

Electronic Access System

Using Citi’s Electronic Access System:– Program Management

Managing card accountsViewing transactions

– Electronic Reporting Accessing Total Business Reports

– Custom Reporting Creating your own reports Using pre formatted report queries

– Online StatementGetting statements on-lineMaking payments

Electronic Access System

Maintaining cardholder accounts– Electronic Access System (CitiDirect® Card Management System) – Call Customer Service– Government Purchase or Travel Card Maintenance Form - CB002

Fax to Account Maintenance (605) 330-6801

Hierarchy changes– Electronic Access System (CitiDirect® Card Management System) at

the cardholder level– Government Purchase or Travel Card Maintenance Form - CB002– Fax to Account Maintenance (605) 330-6801

Reminder – Centrally Billed Account changes are completed the day after cycle

Web-Based Tools

Best Practices

Use reporting tools to manage program

Review transactions - Agency-approved purchases only

Control credit limits and MCC templates

Close inactive cards

Keep cardholder information updated

Manage delinquency

Secrets for Success

Complete all required (*) fields on the form

Use online tools when possible for new accounts and maintenance (CitiDirect®) and upload File Maintenance for mass updates (CERS)

Use reports to monitor cardholder activity

Hierarchy – 1 = Centrally Billed Travel– 2 = Individually Billed Travel

Customer Service - 24 hours a day, 7 days a week

Get to know your CAS Manager!

Summary

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

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

Provided an overview of CitiManager.com functionality and benefits– Navigating the site– Location/Access of additional information

34 go to View, Header and Footer to set date

Reminders

Visit the Citibank® Welcome Center– Exhibit Area Entrance, Sheraton Denver– National Industries for the Blind will have a display of products– Conference Slide Show – come see yourself shine

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

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

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

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