Delinquency Management for your Travel Card Program ... - Citi · Delinquency Management for your...

Delinquency Management for

your Travel Card Program –

DoD Travel

Deanne Burbee

Senior Vice President, Citi

GSA SmartPay Conference

®

12th Annual GSA SmartPay Conference

Atlanta, GA

August 10 – 12, 2010

®

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

• Ensure your participant badge is scanned to receive CLP credits

− For each course

− Must leave room and re-enter

• Take advantage of opportunities to provide feedback

− Please select the “Ask Citi” icon on any Citi PC at the conference

− Answers to be emailed after the conference within 45 days

House Rules

Delinquency Management

DoD Travel


This session is designed to assist you in

achieving the following goals:

• To provide information for new and existing

AOPCs on how to best manage and

minimize delinquency in your Individually

Billed Travel Card Program.

Goals & Objectives

®

DoD Travel


1. Delinquency Overview

2. Delinquency Timeline/Critical Dates

3. Common Causes of Delinquency/Myths

4. Citi Collection Efforts

5. Delinquency Management reports/tools

6. Best Practices/AOPC Controls

7. Current DoD Results

8. Summary

9. Q&A/Contact Info

Goals & Objectives DoD Travel

1. Delinquency Overview

®


Delinquency Overview

Cards are Individual Liability

– The cardholder is solely responsible for the

timely payment of balance upon receipt of

billing statement

GSA Contract requires usage of the

Card for all Government Travel

– Cardholder is only reimbursed for “official”

Government Travel; personal use of card

IS NOT allowed

®

DoD Travel


Cardholder payment options

– Split disbursement (mandatory for military)

– Alternative payment options

– Additional payment information is available online at www.citimanager.com/dodhome

under Resources; APC Guides; Payment Options Guide

Reimbursement questions/issues contact DFAS Travel Assistance Center at

1-888-HELP1GO

Delinquency Overview (continued)

Payment Type Method to Submit Payment

ChecksCitibank Govt Card Services,

P.O Box 6575, The Lakes, NV 88901-6575

Wire If made before 1:00 PM EST, should post the same business day

ACHCardholder can call 1-866-670-6461 to Pay-by-Phone through

their personal DDA account - free of charge

Cardholder

Statements &

Payments (CSP)

Cardholder can make an online payment using their personal

checking (DDA) account – free of charge

®

DoD Travel

2. Delinquency Timeline Overview

®


Delinquency Timeline Overview

Account Delinquency

– GSA contract references the number of days past the

cycle date; “clock” starts ticking when the account

cycles and a statement is generated with a balance

owing

Critical Timelines/Events

– 61 Days Past Billing = Account suspension

Account re-opens after posting of full past due

payment

– 75 Days Past Billing = Late Fees at Cycle

$29.00

– 126 Days Past Billing = Account cancellation

(permanently closed)

Cardholder has received (6) letters, (5) statements,

and numerous calls from a Citi Collections

Specialist to attempt a reasonable payment

arrangement®

DoD Travel


Delinquency Timeline Overview (continued)

– 127+ Days Past Billing – Account sent to DFAS for Salary Offset processing

– 211 Days Past Billing (charge off) = Reported to Cardholder’s Personal Credit Bureau; and may be referred to Collection Agency or Attorney for additional Collection efforts

Additional Account Cancellation Scenarios:

(2) NSF checks within (12) month period, or

(3) payments returned (non-NSF) within a (12) month period

Reinstatement : Reinstatement is not guaranteed, must meet eligibility criteria

– AOPC submits Reinstatement Application to (866) 951-8005. If application is…

– Approved: $29 reinstatement fee applied on first statement; Account will be re-opened as a restricted card ($4000 credit limit)

– Denied: Must wait 60 days to reapply

– One reinstatement permitted in life of account ®

DoD Travel


Delinquency Timeline Overview

®

Days Past

Billing

Activity

System Generated

LetterEvents

0 Original Cycle Date

25 Original Payment Due Date

30 2nd Cycle

45 Past Due Letter

55 Pre-Suspend Letter

61 Suspend Letter Account Suspends

91Due Process / RPP Letter

100 (balance >$500)

121 Pre-Cancellation Letter

126 Cancellation Letter Account Cancels / Closes

127+ Salary Offset File sent to DFAS

131 Salary Offset Inbound File from DFAS

211 Account Charges Off / Reports to Personal Credit Bureau

DoD Travel


Delinquency Fee Timeline

®

Days Past

Billing

Activity

Fee Type Fee Amount

0 Original Cycle Date

25 Original Payment Due Date

30 2nd Cycle

75 1st Late Fee $29

105 2nd Late Fee $29

127+ Salary Offset Fee $80

135 3rd Late Fee $29

165 4th Late Fee $29

195 5th Final Late Fee $29

DoD Travel

• Assuming the cardholder does not make a full past due payment, the total fees assessed on the

account prior to charge off total $225

• Without a full payment of the past due amount, fees will continue to be assessed each statement

cycle until the account charges off

• Payment of full past due amount prior to due date will prevent subsequent Late Fees

3. Common Causes of Delinquency / Myths

®


Common Causes of Delinquency - Causes vs. Myths

Late or non-submission of travel vouchers

– “Still on travel have not yet filed”

– Waiting on final levels of approval

– Change in Duty Station (PCS) or (TDY)

Slow / manual reimbursements by agency

– DTS “issues”

– DTS “kicking claim back without cardholder being notified”

– DTS/Cardholder errors with Split Disbursement option

Unclear on policy and/or procedures

– DoD 101 – Travel Card Training is available on the GSA-SmartPay website

Employee misuse

– Spending reimbursement vs. paying Travel Card

– Using card for personal use/Miscalculating Per Diem

NSF returned checks

Causes

®

DoD Travel


Cardholders believe that:

They don’t have to pay until after they are reimbursed

They don’t have to pay/file voucher until after they return from travel

They are not responsible for late fees or salary offset fees

The account will not report to personal Credit Bureaus

They can use Card for personal use - Card is not a Personal credit card it is a Government Travel Card

Separated Military Cardholders believe that:

Balance is no longer their responsibility; especially if balance includes fees

Once discharged from the DoD that collections efforts will cease

APC/prior Command is unable to assist Citi with Cardholder information

Common Causes of Delinquency – Causes vs. Myths (cont)

Myths

DoD Travel

4. Citi Collection Efforts

®


Citi Collection Efforts – Collection Letters

Past due letter (Sent at 45 days past

billing)

– Advises account is currently past due and to

pay immediately to avoid suspension of

charging privileges

Pre-suspend letter (Sent at 55 days

past billing)

– Advises account is past due and if payment

is not sent within (6) days of the date of the

letter, charging privileges will be suspended

Suspend letter (Sent at 61 days past

billing)

– Advises charging privileges have been

suspended due to non-payment. States they

will automatically be restored when payment

for past due amount has been received®

DoD Travel


Citi Collection Efforts - Collection Letters (continued)

Pre-cancellation / Due Process Letter

(Sent at 91 days past billing)

– Advises account is currently suspended

and subject to cancellation if payment not

received within (6) days. References the

potential for salary offset, and if there are

any extenuating circumstances that

prevent payment to contact your AOPC

immediately

Cancellation Letter (Sent at 126 days

past billing)

– Advises that account has been cancelled

and will be added to the “Cancellation

Report” that will be viewed by their AOPC

and Commanding Officer/Supervisor. Also

advises that their account will be sent for

Salary Offset consideration

®

DoD Travel


Cardholder is contacted by a DoD

Collection Specialist beginning at 45

days past due. The goal at this stage is

to resolve the delinquency

Calls will continue until payment and/or

acceptable arrangements have been

made; frequency of calls is determinate

upon call response, account balance,

and follow through on prior promise to

pay arrangements

The DoD Collection Specialist will

attempt to resolve the delinquency by

discussing available payment options,

including Reduced Payment Programs

Citi Collection Efforts - Collection Calls DoD Travel


Once account charges off; it may be

referred to a 3rd party Collection Agency

and/or legal network to pursue more

stringent collection efforts

Upon charge off (211 days past billing)

the account reports as a R9 charge off

on cardholders personal bureau

Citi Collection Efforts - Collection Calls (continued) DoD Travel


Statement Messages: 31-60 “We did not receive your payment last month.

Please pay the total balance due at once. If you have remitted payment,

please disregard this notice.” 61-90 “Your account is past due and your

charging privileges have recently been suspended. Please pay the past due

balance immediately.”91-120 “Your account is seriously past due and may be

canceled and submitted for Salary Offset if a payment is not received within

30 days. Please contact us at 1-866-670-6461 to discuss payment

options.”121-150 “Your account is seriously past due and may be canceled

and submitted for Salary Offset is a payment is not received immediately.

Please call 1-866-670-6461 to pay by phone or visit

home.cards.citidirect.com to make an online payment.”

Citi Collection Efforts - Statement Messages DoD Travel

# Days Past

BillingStatement Message

31 - 60

“We did not receive your payment last month. Please pay the total

balance due at once. If you have remitted payment, please disregard this

notice.”

61 – 90“Your account is past due and your charging privileges have recently been

suspended. Please pay the past due balance immediately.”

91 - 120

“Your account is seriously past due and may be canceled and submitted

for Salary Offset if a payment is not received within 30 days. Please

contact us at 1-866-670-6461 to discuss payment options.”

121 - 150

“Your account is seriously past due and may be canceled and submitted

for Salary Offset is a payment is not received immediately. Please call 1-

866-670-6461 to pay by phone or visit home.cards.citidirect.com to

make an online payment.”


Statement Messages: 151-180 “Your past due account has been canceled and submitted for Salary

Offset. You are still responsible for ensuring your balance is paid in full. Please call 1-866-670-6461

to pay by phone or visit home.cards.citidirect.com to make an online payment.”181-210 “The past

due balance on your canceled account has not been paid in full. Please be aware you are still

responsible for ensuring your past due balance is paid in full, even if your account may have been

submitted for Salary Offset. Please call 1-866-670-6461 to pay by phone or visit

home.cards.citidirect.com to make an online payment.” Charge-Off “The past due balance on

your canceled account has not been paid in full and may now be reported to the credit bureaus.

Please call 1-866-670-6461 to pay by phone or visit home.cards.citidirect.com to make an online

payment.”

Citi Collection Efforts - Statement Messages (continued) DoD Travel

# Days Past

BillingStatement Message

151 – 180

“Your past due account has been canceled and submitted for Salary Offset.

You are still responsible for ensuring your balance is paid in full. Please call

1-866-670-6461 to pay by phone or visit home.cards.citidirect.com to

make an online payment.”

181 - 210

“The past due balance on your canceled account has not been paid in full.

Please be aware you are still responsible for ensuring your past due

balance is paid in full, even if your account may have been submitted for

Salary Offset. Please call 1-866-670-6461 to pay by phone or visit

home.cards.citidirect.com to make an online payment.”

Charge-Off

“The past due balance on your canceled account has not been paid in full

and may now be reported to the credit bureaus. Please call 1-866-670-

6461 to pay by phone or visit home.cards.citidirect.com to make an

online payment.”


Varying RPP programs have been created to assist Cardholders with their individual

financial situations

Citi Collection Efforts – Reduced Payment Program

RPP Programs

(2) MonthCommitment from Cardholder is that they can resolve delinquency (past due amount within

two statement cycles); monthly late fees will be assessed while on this program; only

available prior to cancellation; account could remain open for use

(3) Month

Commitment from Cardholder is that they can resolve delinquency (past due amount within

three statement cycles); A one time enrollment fee of $45 is assessed; A monthly $10 RPP

fee; and monthly late fees ($29) are assessed while on this program; account may cancel

while on this program determinate upon delinquency stage at enrollment

(6) Month


six statement cycles); A one time enrollment fee of $45 is assessed; A monthly $10 RPP



(9) Month


nine statement cycles); A one time enrollment fee of $45 is assessed; A monthly $10 RPP



®

DoD Travel


There are 3 potential Salary Offset responses from DFAS that would determine

eligibility of a member. They are as follows:

Citi Collection Efforts – Salary Offset

DFAS Salary Offset Outcomes

Enrolled

Account has been reviewed and approved by DFAS for enrollment into

Salary Offset. Enrollment fee of $80 and up to (3) Late Fees ($29 each)

are assessed (Total of $167 in fees offset by DFAS)

Future

Eligible

Account has been reviewed, but currently cannot be enrolled into Salary

Offset. The account may be eligible for enrollment in the future.

Not Eligible

Account has been reviewed by DFAS and was declined. DFAS

requirements for enrollment into Salary Offset were not met. This decision

prevents the same account from being resubmitted for review in the future.

Non enrollment fee of $85 is assessed upon return to Citi

®

DoD Travel

5. Best Practices/AOPC Controls

®


Best Practices/AOPC Controls

Utilize Cardholder Statements &

Payments Option

– Easier access while traveling

– Cardholders can access CS&P through self-

registration

– Payments made online are free and post faster

than mailing

– Can view current and prior statements

– Can view unbilled transactions to get a “jump”

on filing vouchers

Travel Policy and Compliance

– Maintain a consistent card use policy – educate

cardholders frequently

– Create, communicate and exercise penalties for

misuse and/or abuse of the card

– Educate cardholders to file travel vouchers as

soon possible®

DoD Travel


Best Practices/AOPC Controls (continued)

Maximize Card Control

– Audit for unnecessary MCC’s regularly – utilize the

Block MCC Report

– Minimize credit limits (cash and purchase) as

appropriate

– Immediately update separated cardholders

– Ensure updated contact information on

cardholders within hierarchy

Utilize Citi Online Reporting Tools

– Monitor spending and payment history for

accounts

– Frequently monitor suspension/cancellation

reports

– Empower AOPC’s at all levels to take action

against delinquent cardholders

®

DoD Travel

6. Delinquency Management Reports/Tools

®


Reports/Tools -Citibank® Custom Reporting System (CCRS)

Delinquency Report

Pre-Suspension Report

Salary Offset Report

Non travel Related Activity Report

Account Activity Report

Declined Authorizations Report

Blocked MCC Report

CCRS provides access to detailed and

easy-to-use reports to assist you with

managing delinquencies within your

hierarchy

®

DoD Travel

Once in Citimanager click on applications then click Citibank Custom Reporting System hierarchy

link. This will prompt a new window to open.


®

DoD TravelHow to get to CCRS DOD Standard Reports

Once the new CCRS window opens up click on Organizational Shared Folders


®

DoD TravelHow to get to the Delinquency Reports – step by step


Click on the folder Department of Defense Travel Shared Reports

DoD Travel


Once the window refreshes you will see all of the staple reports prepared for Department of Defense

DoD Travel

Reports/Tools - Delinquency Report

The Delinquency Report provides account information at a specified hierarchy for

any accountholder considered past due on their card.


®

Account

NameAccount

Status

SSN

Last Pmt

Date

Qualifier

Current

Bal.

Pmt Due

Date

Past

Due Amt

Pmt. Amt.

CTD

30 Day

Past Due

60 Day

Past Due

DoD Travel

Reports/Tools - Pre-Suspension Report

The Pre-Suspension Report lists accounts that are between 45 – 60 days past

billing from the billing cycle date within a specified hierarchy.


®

Hierarchy

Level 5 & 7

Account

Status

SSN

Account

Name

Pmt. Due

Date

Past

Due Amt

Days Past

Due

Metrics

Last

Statement

Balance

DoD Travel

Reports/Tools – Salary Offset Report

The Salary Offset Detail Report lists accounts that have been enrolled in this

program within a specified hierarchy and the cardholders current balance.


®

DoD Travel

The Salary Offset Summary lists total amount of cards and current total balance of

cards within the hierarchy choice

Reports/Tools - Suspension Detail Report

The Suspension Detail Report lists accounts that have been suspended and are

eligible for cancellation. Accounts appear on this report at 61 – 125 days past the

billing cycle date.


®

Account

Number

Account

Status

SSN

Account

Name

Pmt. Past

Due

Date

Suspended

Last

Statement

Bal.

Number of Times

Suspended Past

YearMetrics

Past

Due

Amt.

DoD Travel

Reports/Tools - Non-Travel Related Activity Report

The Non-Travel Related Activity Report provides information to identify

accountholders with transaction activity (such as cash, fuel, or food) occurring

without other associated travel activity (such as airline, car rental, or lodging).


®

Account

Number

Account

Name

Current

Balance

Transaction

Date

Merch.

City

Merchant Name Merch.

State

MCC

Metrics

Total Trans

Amount

DoD Travel

Reports/Tools - Account Activity Report

The Account Activity Report provides detailed information regarding transactions for

each account within a specified hierarchy level.


®

Account

Name 1

Account

Name 2

Account

Type

Account

Type

Transaction

Date

Trans

Post Date

Merchant

Name

Merch.

City

MCC

Merch.

State

DoD Travel

Reports/Tools - Declined Authorization Report

The Declined Authorizations Report lists all attempted transactions and detailed

reasons for decline and type of purchase within a specified hierarchy.


®

Account

Name 1

Decline

Date

Decline

Time

Primary Dec.

Reason

Decline

Reason 1

Decline

Reason 2

Merch.

CityAccount

Number

DoD Travel

Reports/Tools - Blocked MCC Report

The Blocked MCC Report shows all attempted transactions against excluded or

restricted Merchant Category Codes (MCC).


®

Transaction

Date

Transaction DB-

CR Indicator

MCC

Merchant

Name MCC

Description

Transaction

Post Date

DoD Travel

7. Current DoD Results

®


Current DoD Delinquency Results

Individually Billed Accounts

®

Delinquency as a % of Total Spend $ = 2.09%

Delinquent $

($ Delinquent as of June 2010)

Spend $

(Jan ’10- June ’10)

$49.9M $ 2.39B

Delinquency is defined as accounts > 31 days past due or 61 days past billing

DoD Travel


Current DoD Delinquency Results

Centrally Billed Accounts

®

Delinquency as a % of Total Spend $ = 1.21%

Delinquent $

($ Delinquent as of June 2010)

Spend $

(Jan ’10- June ’10)

$8.1M $ 673M

Delinquency is defined as accounts > 31 days past due or 61 days past billing

DoD Travel

Current Component RPP/Salary Offset Results

*Data thru: 7/23/10

Reduced Payment

ProgramSalary Offset

# of Accounts $ # of Accounts $

Air Force 38 $49,763 Air Force 536 $713,020

Army 150 $170,258 Army 2,342 $2,965MM

Navy 40 $52,342 Navy 683 $823,252

Marines 11 $18,450 Marines 119 $164,391

Independents 9 $15,497 Independents 22 $24,439

TOTALS 248 $306,310 TOTALS 3,702 $4,690MM


®

DoD Travel

Credit Losses by Component YTD 2010

Losses Year to Date 2010

# of Accounts ($)

Air Force 117 $184,119

Army 276 $416,406

Navy 214 $335,297

Marines 33 $74,589

Independents 10 $25,205

TOTALS 620 $1,035,616


®

DoD Travel

Data thru: July 2010

Summary

®


• Delinquency management is everyone’s

responsibility

• Implementing best practices is key to a successful

program

• Improved delinquency management results in

higher rebates and improved program integrity

• Citi is dedicated to making this process work for

you!

Summary - Remember…

®

DoD Travel


Summary - Contact Information

Email: [email protected]

®

DepartmentContact Numbers

Hours of OperationToll-Free Collect

Agency /

AOPC Service866-670-6462 (757) 853-2467

Monday – Saturday

7:00 am to 9:00 pm EST

DoD

Collections866-670-6461 (757) 853-5708

Monday – Friday

8:00 am – 9:00 pm EST

Cardholder

Customer

Service

800-200-7056 (757) 852-907624 hours a day;

7 days a week

DoD Travel

Thank you for attending!

Visit the Citibank Welcome Center

– Across from Room#B212

– National Industries for the Blind will have a display of products

– Conference Slide Show – come see yourself shine!

Visit the Citibank One-on-One Lab - B210

Visit the Citibank Mini Sessions – B209

Ask Citi Link – Tell us your thoughts

®

RemindersDoD Travel


®

Interactive Training EventsDoD Travel

Citi offers onsite training at no cost for agencies meeting the required minimum participant level of 20 or

more as set forth in the GSA SmartPay2 Master Contract.

Regional Citi Training Locations

– Norfolk, VA

– Washington, DC

– Visit www.defensetravel.dod.mil/passport to register for these sessions

Upcoming Training

– San Diego, CA – September 21st – October 1st

– Grafenwoehr, Germany – October 18th – October 22nd

– Kaiserslautern, Germany – October 25th – October 29th

Visit www.defensetravel.dod.mil/passport to register for these sessions

On-Site at your office

– 20 participant minimum

Distance Learning - Video Conferences

Please email us at [email protected] and a Citi training coordinator will work with you

directly for On-site or Distance Learning sessions.


Q&A: Delinquency Management

Deanne Burbee

®

DoD Travel

Terms & Disclosures

Tuesday, July 28, 2009

®

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