How Citi Operates - Citigroup Citi Operates DoD Travel Introduction to Citi −Client Delivery...

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How Citi Operates Karen Young Director, Citi 2011 GSA SmartPay ® Training Conference ®

Transcript of How Citi Operates - Citigroup Citi Operates DoD Travel Introduction to Citi −Client Delivery...

How Citi Operates

Karen YoungDirector, Citi

2011 GSA SmartPay® Training Conference

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A Winning Hand: Solutions, Savings and Sustainability with GSA SmartPayThe 13th Annual GSA SmartPay Training Conference, Las Vegas

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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 reenter

• Take advantage of opportunities to provide feedback − Please select the “Citi Q&A” icon on any Citi PC at the conference− Answers to be e-mailed after the conference within 45 days

House Rules

How Citi Operates

DoD Travel

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This course is designed to assist you in achieving the following objectives:

• Understand the structure, roles and support provided by your DoD Travel Card servicing team

• Review the Citi Cards Management System (CCMS) and its support parameters

Goals & Objectives

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How Citi Operates

DoD Travel

Agenda

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How Citi Operates

DoD Travel

Introduction to Citi− Client Delivery Organization− Customer Service− Client Account Services− Technical Help Desk− Collections− Fraud Management− Quality and Training− Contact Information

CitiDirect Overview

Program Parameters

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1. Introduction to Citi

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How Citi Operates

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How Citi Operates

Introduction to Citi

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DoD Travel

Support functions include:

Client Account Services Client Service Managers Technical Support Training

Customer Service Specialists/Collections Quality Assurance Rebates/CBA Reconciliation

Citi Customer Service facility – Dedicated to servicing the Department of Defense (DoD) Travel Card program.

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How Citi Operates

DoD TravelIntroduction to Citi

Department of Defense Travel Card Services – Norfolk, Virginia

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Mallory AndersonNorfolk Site Mgr

286 FTE

Deanne BurbeeClient Service

Dept Mgr

Karen YoungClient Readiness

Dept Mgr

Thomas GoldCardholder

Service Dept Mgr

CARDHOLDER SERVICES

• 7 Section Mgrs• 87 Agents• 24 x7

WORKFORCE MANAGEMENT

• 1 Section Mgr• 3 Specialists

CLIENT SERVICES

• 6 Section Mgrs• 108 Agents• 7am – 9pm EST;

Monday – Friday• CSA 24 x 7

COLLECTIONS

• 2 Section Mgrs• 28 Agents• 8am – 9pm EST;

Monday - Friday

HELP DESK LEVEL ll

• 1 Section Mgr (same for Level I)

• 6 Agents• 7am – 7pm EST;

Monday – Friday

HELP DESK LEVEL l

• 1 Section Mgr• 6 Agents• 7am – 9pm EST;

Monday – Friday

DAILY PRODUCTION

• 1 Section Mgr• Training, Employee

Programs, Problem Resolution, VRU/IVR

PROJECTS

• 1 Section Mgr• Client Reporting,

Interface Solutions, Projects

How Citi Operates

Group Primary RoleCardholder Customer ServiceCustomer Service Representative

Receives inbound calls from DoD cardholders regarding general inquiries and requests.

Senior Customer Service Representative

Provides after-hours and weekend support for emergency calls from APCs. Handles “Do Not Strand” exceptions.

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DoD TravelIntroduction to Citi

Client-Facing Roles and Responsibilities

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How Citi Operates

Group Primary RoleClient Account Services

Client Account Representative

Receives inbound calls from APCs (level 4 & below) regarding general inquiries and requests for changes to IBA.

Client Account Specialist, Dedicated (CAS)

Receives inbound calls, e-mails and faxes from the DTMO, CPM and level 3 APCs.

CBA Service Representative

Completes CBA account set up and changes. Responds to inbound inquiries regarding CBA accounts.

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DoD TravelIntroduction to Citi

Client-Facing Roles and Responsibilities

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How Citi Operates

Group Primary RoleOperations – Help DeskHelp Desk Receives inbound calls and emails from APCs and Card holders. Provides

technical support and tutorials on all Citi online tools.

Works direct with Level III development on issues.

Support CPMs and DTMO dedicated support line.

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DoD TravelIntroduction to Citi DoD Travel

Client Facing Roles and Responsibilities

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How Citi Operates

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Introduction to Citi DoD Travel

Review last 20 transactions

Display current balance (in addition to past due balance) for DoDCollections

Provide confirmation # for pay by phone

Updated FAQs for 2011 for CSA

Reminder for APCs to have hierarchy info ready for verification

Option for APCs to choose GTC or CSA

Citi’s IVR provides self-service capability for cardholders

MAIN MENU

BALANCE/PAYMENT

INFO/PAY-BY-PHONE

PAYMENT ADDRESS/

PAY-BY-PHONE

LAST TRANSACTION NUMBER OF

OUTSTANDING AUTH/ AUTH ISSUES

PININFO

TECHNICAL HELP

AGENT MENU

1 32 654

• REGULAR PYMT ADDRESS

• EXPRESS PYMT ADDRESS

PAY-BY-PHONE

• LAST 20 transactions • XX PENDING AUTH• AUTH ISSUES TO

AGENT

AUTH ISSUES TO AGENT

• CURRENT PIN UNKNOWN

• CURRENT PIN KNOWN

NO LONGER SENDINGPIN MAILERS BECAUSE OF

PAPERLESS INITIATIVE

• PASSWORD & NEW USER

• FILE DELIVERY• ALL OTHER

ONLINE USERS• UNRELATED TO

WEBSITE OR ONLINE PRODUCTS

UNRELATED TO WEBSITE

ANY OTHER REASON

FILE DELIVERY

PASSWORD RESETS

• ROUTE TO AGENT

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How Citi Operates

Application status

Activate/ Deactivate

Frequently asked questions

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Citi’s IVR provides self-service capability for APCs

Introduction to Citi DoD Travel

CORP ACCOUNT ENTRY

AGENCY MENU

CARDHOLDER INFO OR

GENERAL MTC

SPEAK WITH AN ACCOUNT

SPECIALIST

RETURN TOAGENCY MENU

NEW APPLICATION

STATUS

ACTIVATE/ DEACTIVATE

2 431

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How Citi Operates

Incoming Customer Service calls for cardholders are supported 24x7, 365 days of the year

World Wide Toll Free 800.200.7056

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

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Cardholder Customer Service – Fast Facts

Introduction to Citi DoD Travel

How Citi Operates

Serviced within the IVR

Balance Information: 1,641,124 Payment Information: 1,467,571Available Credit: 1,327,326Pay by Phone: 167,785Transaction Authorization: 154,215

Serviced by Representative

Account Status Inquiry: 151,121Quick Remit: 61,859Credit Balance Refund: 57,869Available Credit/Balance Inquiry: 43,163Password Reset/Login Assistance: 33,149

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Top 5 Reasons for Contact

Introduction to Citi DoD Travel

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400,000

800,000

1,200,000

1,600,000

2,000,000

2008 2009 2010 2011

Rep Call Volume

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1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

2008 2009 2010 2011

VRU Call Volume

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How Citi Operates

GTC - World Wide Toll Free 866.670.6462

CSA - World Wide Toll Free 877.784.1407

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

Hours of operation:– 7:00 AM to 9:00 PM ET– Monday – Saturday

Primary functions:– Daily operational needs– Account maintenance functions– CBA reconciliation assistance– Mission Critical requests– Emergency services Account Setups Credit/Cash limit increases ®

A/OPC Client Services – Fast Facts

Introduction to Citi DoD Travel

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How Citi Operates

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Help Desk – Fast Facts

Introduction to Citi DoD Travel

Help Desk provides technical support on all Citi Online tools

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

Primary functions:– Answer client inquiries via phone and

e-mail– Troubleshoot customer network/desktop

connectivity issues– Provide custom report or ad-hoc support– Support CPM dedicated support line

How Citi Operates

Tuesday, July 28, 2009 Collections responsibilities

– Incoming calls from cardholders with payment issues

– Outgoing calls on past-due accounts– APC inquiries on delinquent accounts– Salary Offset and Reduced Payment Plan

(RPP) negotiations and setups– Reinstatements

Phone Number: 866.670.6461

Hours of operation – 8:00 AM – 9:00 PM Eastern Time Monday – Friday

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Collections – Fast Facts

Introduction to Citi DoD Travel

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How Citi Operates

Introduction to Citi

Tuesday, July 28, 2009Collections Life Cycle

Day 0StatementGenerated

61 Days Past Billing

126 Days Past BillingAccount Cancelled

46 Days Past BillingLetters Begin

91 Days Past BillingSalary Offset Due Process

210 Days Past BillingAccount Charged Off

(Reported to Credit Bureau)

Collections/Recovery – Fast Facts (continued)

DoD Travel

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Introduction to Citi

How Citi Operates

Training– Dedicated & experienced Instructors– Formalized curriculum and

assessments/certifications– Comprehensive three-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: three calls per

agent/month– Performance trends drive training

efforts

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Customer Service Learning & Performance Solutions – Fast Facts

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Introduction to Citi

How Citi Operates

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

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DoD Travel

Fraud Management – Fast Facts

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Type Definition

1 Lost Cardholder misplaced/lost card

2 NRI Never received reissued or new card

3 Card Not Present

Transactions conducted over the Internet or by phone (MOTO)

4 Stolen Cardholder is victim of theft

5 Altered/Counterfeit

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

6 Account Takeover

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

Introduction to Citi

How Citi Operates

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DoD Travel

Fraud Management – Fraud Types & Definitions

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2. CitiDirect Overview

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How Citi Operates

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How Citi Operates

CitiDirect Overview

2:00 pm to 3:10 pm

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DoD Travel

Citi Electronic Tools & Resources – www.citimanager.com/dodhome

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How Citi Operates

CitiDirect Overview

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DoD Travel

Citi Electronic Tools & Resources – Resources Link

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How Citi Operates

CitiDirect Overview

8:00 am to 9:10 am

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DoD Travel

Forms – Cardholder Transfer Request

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Online – Cardholder Transfer Request

CitiDirect Overview

How Citi Operates

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DoD Travel

Forms – Cardholder Change Account Form

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Online – Cardholder Change Account

How Citi Operates

CitiDirect Overview

1. Online Application– Completed via (enter web

address)– Allow five to seven business

days for card delivery

2. Fax – Paper Application– Completed via fax (enter

number)– Allow three business days for

application to be processed– Allow five to seven business

days for card delivery

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Application Processing – New Cardholder Applications Processing Options

DoD Travel

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How Citi Operates

CitiDirect Overview

1. Activate/Deactivate

2. Account Status

3. Temporary Credit Limit

4. Credit Limit

5. Cash Limit

6. Temporary Cash Limit

7. Demographics

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Real-Time Processing Matrix – Top 7 Real Time Maintenance Functions

DoD Travel

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3. Program Parameters

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How Citi Operates

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Program Parameters

How Citi Operates

Credit Worthiness

Account Upgrades

Mission Critical

Salary Offset

Reduced Payment Plan

Do Not Strand

Reinstatement

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Enforcing and Supporting DoD Policies

DoD Travel

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How Citi Operates

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 500 – 659

Denied– APC and/or Supervisor does not approve

application– Applicant achieves credit score 499 or below– Applicant will be notified by mail

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DoD Travel

Credit Worthiness – Account issuance is determined by supervisor approval, applicant’s agreement to credit check and credit score

Program Parameters

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Program Parameters

How Citi Operates

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

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DoD Travel

Account Upgrades – Allows restricted cardholders to apply for upgrade to standard

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Program Parameters

How Citi Operates

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

Account must be placed into Mission Critical prior to suspension and cancelation

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DoD Travel

Mission Critical – Keeps account open and active

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Program Parameters

How Citi Operates

APC may place cardholder in Mission Critical status for up to 120 days– Higher approval required for more

than 120 days– For Navy and Marines, all

requests must be submitted by a Level 3 APC or higher

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) ®

DoD Travel

Mission Critical (continue) – Keeps account open and active regardless of delinquency status

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Program Parameters

How Citi Operates

Cardholder sent due process letter

Advises if balance not paid within 30 days 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 cardholder’s pay and send directly to the bank – Fee $80 plus three late fees $29 each

If not enrolled – account will proceed to charge off at 210 days– Fee – $85

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DoD Travel

Salary Offset – Salary Offset Process Begins at 91 Days Past Billing

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Program Parameters

How Citi Operates

May be offered prior to Salary Offset

Two payment option only available prior to account cancellation (No fee assessed with this option)

If more than two payments – $45 setup fee and $10 monthly maintenance fee applies and cardholder will have to apply for reinstatement after account balance is paid in full for (2) statement cycles

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DoD Travel

Reduced Payment Plan – Fast Facts

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Program Parameters

How Citi Operates

Five-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 five-day grace period– Cardholder required to contact Citi Customer Service and request forced

authorization

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DoD Travel

Do Not Strand – Allows Citi customer service to temporarily activate account for cardholders who are traveling

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Program Parameters

How Citi Operates

Qualifying Criteria– Account must not be charged off or had three 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 of $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, the account will be closed and will not be considered for future reinstatement

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DoD Travel

Reinstatement – Allows cardholders with accounts cancelled due to delinquency to apply for reinstatement

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4. Client Training Support

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How Citi Operates

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How Citi Operates

Client Training Support DoD Travel

Interactive Learning Events Ten Seasoned DoD Training Professionals

– Geographically Dispersed

Live Sessions with Relevant Hands-On Training Delivered– Citi Training Lab Locations Norfolk Washington, DC

– On-site at your Government Agency World wide DoD Locations 20-participant minimum

– Access Online and Virtual Classrooms Webcast Distance Learning – Video Conferences

– Computer-Based Training https://www.defensetravel.dod.mil/Passport

– Relevant Training Resource Materials

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How Citi Operates

Client Training Support DoD Travel

Client Training Support – Interactive Learning Events (continued)

Contact us to schedule your training solutions

– Complete Training Request Form (www.citimanager.com/dodhome) E-mail completed form to: [email protected]

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Thank you for attending!

Visit the Citibank Welcome Center– Level 3 Foyer – West– 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 – Lido Room 3101 A/B

Visit the Citibank Mini Sessions – Lido Room 3001 A/B

Citi Q&A Link – Tell us your thoughts

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Reminders

OMB Charge Card Requirements

DoD Travel

How Citi Operates

Karen Young

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DoD Travel

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Schedules Available at the Welcome Center DoD Travel

How Citi Operates

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Interactive Training Events DoD Travel

How Citi Operates

Citi offers on-site 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 view and register for these sessions

Upcoming Training– Visit www.defensetravel.dod.mil/passport to view and register for these sessions

On-site at your base or installation– 20-participant minimum– Visit www.citimanager.com/dodhome and under Resources to download the On-site

Training Request Form

Distance Learning – Video Conferences

Please e-mail us at [email protected] and a Citi training coordinator will work with you directly for on-site or Distance Learning sessions.

Terms & Disclosures

Tuesday, July 28, 2009

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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 be used 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 a financing, underwrite or purchase securities, or commit capital nor does it obligate us to enter into such a commitment. Nor are we acting in any other capacity as a fiduciary to you. By accepting this presentation, subject to applicable law or 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 as the 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 are not 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 accounting advice 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. By acceptance 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 confirm that no participant in any Transaction shall be limited from disclosing the US tax treatment or US 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 ID number. 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 any time 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 model that 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 the date hereof represent potential future events that may or may not be realized, and are not a complete analysis of every material fact representing any product. Any estimates included herein constitute our judgment as of the date 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 such instrument 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 or indirectly, 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 for specific 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 and procedures designed to limit communications between its investment banking and research personnel to specifically prescribed circumstances.

© 2011 Citibank, N.A. All rights reserved. Citi, Citi Arc Design, CitiDirect, CitiManager, Citibank Custom Reporting System, and Citibank Electronic Reporting System, are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world.

In January 2007, Citi released a Climate Change Position Statement, the first US financial institution to do so. As a sustainability leader in the financial sector, Citi has taken concrete steps to address this important issue of climate change by: (a) targeting $50 billion over 10 years to address global climate change: includes significant increases in investment and financing of alternative energy, clean technology, and other carbon-emission-reduction activities; (b) committing to reduce GHG emissions of all Citi owned and leased properties around the world by 10% by 2011; (c) purchasing more than 52,000 MWh of green (carbon neutral) power for our operations in 2006; (d) creating Sustainable Development Investments (SDI) that makes private equity investments in renewable energy and clean technologies; (e) providing lending and investing services to clients for renewable energy development and projects; (f) producing equity research related to climate issues that helps to inform investors on risks and opportunities associated with the issue; and (g) engaging with a broad range of stakeholders on the issue of climate change to help advance understanding and solutions. Citi works with its clients in greenhouse-gas-intensive industries to evaluate emerging risks from climate change and, where appropriate, to mitigate those risks.

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®© 2011 Citibank, N.A. All rights reserved. Citi, Citi and Arc Design and CitiDirect are trademarks and service marks of Citigroup Inc., used and registered throughout the world.

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