Post on 02-Jul-2019
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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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
0
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
DoD Travel
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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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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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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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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: Commcard.training@citi.com
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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
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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 CommCard.Training@citi.com 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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