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2012 GSA SmartPay Conference
“Fine Tune Your Payments Program with GSA SmartPay”
This material is intended for use by the GSA only
3
House Rules
®
Working with Citi
(agency name)
To ensure the best possible learning experience for participants, please adhere
to the following house rules:
• Turn electronic devices to vibrate
• No video-taping or audio recording is allowed
• Hold questions to end of session
• Ensure your participant badge is scanned to receive CLP credits
− For each course
• 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 60 days
Federal Agencies
Working with Citi
Visit the Citibank Welcome Center–Governor’s Lobby
Visit the Citibank One-on-One Lab–Governor’s Chambers D&E
Citi Q&A Link–Tell us your thoughts
®
Reminders Federal Agencies
5
®
Interactive Training Events–GSA Federal Agencies
Citi offers Computer-Based Training (CBT) via the Citi Commercial Card Learning
and System Support (CLASS) in CitiManager.
Visit home.cards.citidirect.com and from the Web Tools tab select the CLASS
link
Please contact your Account or Client Manager if you are interested in setting up a
training session. Training can be conducted at a Citi Training Location, on-site at
your office or via the web.
Regional Citi Training Locations
– Norfolk, VA
– Washington, DC
Working with Citi
6
7
This course is designed to assist you in
achieving the following objectives:
• Overview of how charge cards work and
provides an explanation of how an AOPC
supports a card program using Citi tools and
Citi resources in order to comply with
Agency Policies and Procedures.
• Provides an AOPC comprehensive detail
around Citi’s program support touch points,
roles and system tools in helping manage
cardholders and non-cardholders.
Goals & Objectives
®
Working with Citi
Department of
DefenseFederal Agencies
8
1. Managing Your Program
a. Charge Card Basics
b. Role of an AOPC
2. Introduction to Citi
3. System Access
4. Demo CitiManager
Agenda
®
Working with Citi
Federal Agencies
10
Working with Citi
Who is involved in the transaction flow?
• Cardholder
• Issuing Bank
• Merchant
• Acquiring Bank
• Card Association
• Processor
Credit Card Basics
®
Federal Agencies
11
Working with Citi
Charge Card Basics–Authorization Request
®
Federal Agencies
CardholderPresents Card for
Purchase
MERCHANT
Authorization
Request
ACQUIRER
Authorization
Request
Association Brand
Authorization
Request ISSUER
12
Working with Citi
Charge Card Basics–Authorization Response
®
Federal Agencies
CardholderPresents Card for
Purchase
MERCHANT
Authorization
Request
ACQUIRER
Authorization
Request
Brand Network
Authorization
Request ISSUER
Authorization
Response
Authorization
Response
Authorization
Response
Receives
Merchandise
13
Working with Citi
Charge Card Basics–Transaction Data Flow
®
Federal Agencies
MERCHANT
ACQUIRERISSUER
Transaction
Data
Transaction
Data
Transaction
Data
Brand Network
14
Working with Citi
Charge Card Basics–Settlement to Merchant
®
Federal Agencies
MERCHANT
ACQUIRERISSUER
Transaction
Data
Transaction
Data
Transaction
Data
Credit
Settlement Settlement
Pays
Interchange
Fees
Receives
Interchange
Fees
Brand Network
15
Working with Citi
Charge Card Basics–Final Settlement
®
Federal Agencies
MERCHANT
ACQUIRERISSUER
Transaction
Data
Transaction
Data
Transaction
Data
Credit
Settlement Settlement
Payment
Statement
Pays
Interchange
Fees
Recieves
Interchange
Fees
Cardholder
Brand Network
16
Working with Citi
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
Charge Card Basics–Levels of Transaction Detail
®
Federal Agencies
17
Working with Citi
Agency/Organization Program Coordinator responsibilities
includes:
• Agency mission
• Agency policies and procedures at agency, department
or cardholder levels
• Establishment of key roles and responsibilities
• Communication and Training
• Internal audit requirements
• Preventing misuse and controlling delinquency
• Payments and reconciliation (Centrally billed vs.
Individually billed)
• Reporting tools
AOPC Role–Focal point
®
Federal Agencies
18
Working with Citi
Circular emphasizes integration and coordination of
internal control assessments with control-related
activities
• Effective Fiscal Year 2006
• Appendix A, B, C
• Applies to Executive Agencies
−Exception of requirements in Appendix
−Appendix A requirements apply to 24 CFO Act
Agencies
• Management’s responsibility to develop and maintain
internal controls
• Starts with Senior Management–ends up on your desk
• Should have been implemented at your agency already
AOPC Role–OMB Requirements
®
Federal Agencies
19
Working with Citi
Establish and publish guidelines and policies for AOPCs,
noncardholders and cardholders
• Identify card type (Purchase, Travel, Fleet, Integrated)
• Who should receive a card
• Entitlement Rights
• Account Controls
• Cash Advance/convenience checks
• Time frames (inactive cards/exiting/retiring employees)
• Expense Reporting
Program Oversight–Policies and Procedures
®
Federal AgenciesFederal Agencies
20
Working with Citi
What Controls Really Assist in Managing Your Program ?
• Cardholder Demographics
• Spending Controls
– Credit/Cash
– Transaction Limits
• Merchant Category Codes (MCC)
– Controls the authorization process
– Bankcard Industry Standard
– Identify Merchants
– Listed on Citimanager.com
• Reporting
• Online Tools
Cardholder Controls – How Citi Can Help
®
Federal AgenciesFederal Agencies
21
Working with Citi
Training tools to help you manage and communicate
• Cardholder Training
–User guides www.citimanager.com
• AOPC Training
–Onsite Training
–Webcast Training
–Online Help Functions
–CLASS
AOPC Role–Cardholder Management
®
Federal Agencies
23
Working with Citi
Citi Support Team
• Customer Service
• Help Desk
• Client Account Specialist (CAS)
• Account Manager
Interacting with Citi
®
Federal Agencies
Working with Citi
Serviced Within the VRU Serviced by Representative
Account Status
Password Reset/Login Assistance
Credit Balance Refund
Quick Remit
Available Credit/Balance
Payment Due Date Inquiry
Address/Phone Change
Purchase/Credit Posted Inquiry
Authorization Declined
Pin Inquiry/Request
®
Cardholder Service
– Balance Information
– Available Credit
– Payment Information
– Transaction Authorization
– Pay by Phone
APC Service
– Technical Help Assistance
– Activation Status
– New Application Status
– Account Status Date Maintenance
– Balance Information
Introduction to Citi DoD Travel
Call Types–Call Drivers
Federal Agencies
24
25
Working with Citi
Customer Service handles inquiries from merchants, cardholders, Approving Officials and third parties, and is staffed to handle all emergency situations.
• 24/7 Support
• The below options are available after entering an account number
–Option 1–Automated account information
–Option 2–Payment address and to submit an online payment
–Option 3–Last five transactions
–Option 4–Change Personal Identification Number (PIN)
–Option 5–Customer Service
Interacting with Citi–Customer Service
(800) 790-7206 Collect (904) 954-7850
®
Federal Agencies
26
Working with Citi
Citi Help Desk is available for technical assistance
• 7 a.m.–11p.m. EST
• This option is available prior to entering an account
number
• Option 1-System support and file delivery Help Desk
–Password resets (Available 24/7)
–File Delivery
–Electronic Access Tools
CitiManager
CCMS
CCRS
CSP
Library (CERS)
Interacting with Citi–Help Desk
(800) 790-7206 Collect (904) 954-7850
®
Federal Agencies
27
Working with Citi
CAS is the group of specialists who are there to help you with your program
needs.
• Option 1–Help Desk–all your electronic access and reporting needs
• Option 2–The first available CAS Representative
• Option 3–Allows you to enter CAS Manager Extension
Be sure to ask your CAS Manager’s extension!
Interacting with Citi – Client Account Specialists (CAS)
(888) 836-5011 or through CS by dialing (904) 954-7850 collect
®
Federal Agencies
28
Working with Citi
Know Your Account Manager
• Strategic Relationship Manager
• Account Reviews
• Business Development
• Ensures Citi Resources
• Introduces products
• Special Projects
Interacting with Citi–Account Manager
®
Federal Agencies
30
Working with Citi
• Forms
• AOPC guides
• Cardholder guides
• Training material
• SmartPay 2 presentations
• General information
How Citi Can Help–www.citimanager.com
®
(enter audience here)Federal Agencies
Working with Citi
www. Citimanager.com Overview-Public website
2:00 pm to 3:10 pm
®
Citi Electronic Tools & Resources-www.citimanager.com
Federal Agencies
31
Working with Citi
CitiManager Overview Login Required
2:00 pm to 3:10 pm
®
Citi Electronic Tools & Resources-
home.cards.citidirect.com/CommercialCard/Cards
Federal Agencies
32
33
Working with Citi
Applications to help you manage and report
• Card Management
–Real time functionality– declined
authorizations changes, demographic
changes
–Maintenance Functionality
– Inquiry
–Help
• Reporting
–Ad-hoc reports
–Program Dashboards
–Program Audit Tool
• Card Statements and Payments
• Library
• CLASS
Demo How Citi Can Help–www. CitiManager.com
®
Federal Agencies
Working With Citi
Survey
®
Department o
DefenseFederal Agencies
35
Please take the course survey online by visiting:
www.gsasmartpayconference.org/survey
or by using the link sent to you via email from Feedback Systems.
Surveys can be taken through any mobile device.
efficiency, renewable energy & mitigation
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.
© 2012 Citibank, N.A. All rights reserved. Citi and Arc Design is a registered service mark of Citigroup Inc..
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 as a fiduciary to you. By accepting this presentation, subject to applicable law
or regulation, you agree to keep confidential the information contained herein and 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 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 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 which 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 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.