citi bank final.docx

7/27/2019 citi bank final.docx

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CHP1. INTRODUCTION OF CITI BANK

1.1 INTRODUCTION

CITI Bank has been known worldwide for being one of the largest

commercial banks, spanning across six continents and over 100 countries.

Together with its 200,000 over employees, it continues to be a major player

in the banking industry. Despite this, due to the constantly changing

environment and also the rapid increase in knowledge workers in the

society, upward potential and mobility for CITI Bank to grow is almost

limitless. As Charles Darwin, father of the theory of evolution, once said, It

is not the strongest species that survives, but the species most adaptive to

change. The same goes to the banking and finance industry.

Therefore CITI Bank must not only be the leading pioneer in

innovation of financial services but it must also be sensitive to the changes

in the current global and local environment. Due to a globalizing world,

competition has increased in the banking and finance sector. This forces

governments worldwide to loosen the regulations concerning this sector

enabling foreign banks to further penetrate into the local market. We can see


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that CITI Bank is exploiting these advantages by establishing four more

branches in peninsular Malaysia. It is expected that local barriers and

regulations will continue to be removed. Therefore CITI Bank should

continue to be on the lookout for opportunities to further reach out into

previously impenetrable target market.

1.2 History of CITI Bank India

Established 109 years ago in Kolkata, CITI Bankhas a long historyin India. Currently it is the largest foreign direct investor in financialservices in India with a total capital commitment of approximately

US$ 4 Billion in its onshore banking and financial services business

and its principal and alternate investmentprograms.

It operates 41 full-service CITI Bank branches in 40 cities and over700 ATMs across the country.

CITI Bank is an employerof choice to about 7,500 people.

1.3 Corporate History

For almost two centuries, CITI Bank has been at the heart of the United

States and the worlds financial system. CITI Bank is one of the few private

institutions that have survived since 1812, through wars, panics, depressions,

good times and bad. One of the keys to this long success has been its ability

to develop innovative strategies to respond creatively and effectively to

opportunities anywhere in the world

.
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CITI Bank Corporate history can be divided into five eras:

The First Era (18121891)

In the 19th century, City Bank served as a common treasury for a group ofmerchants with diverse business interests. By the early 1890s, however, City

Bank was about to become the largest bank in the world.

1812 Authorized capital of $2 million and paid-in capital of $800,

0001813 Paid City Bank first dividend1865 joined the U.S. national banking

system

The Second Era (18921929)

City Bank ride an entrepreneurial burst into the front ranks of world finance

and became an all-purpose financial institution offering a diverse set of

services to a large group of domestic and international customers.

1893 Became the largest bank in the City of New York1894 Became the larg

est bank in the U.S.1897 First major U.S. bank to establish a foreign departm

ent; began foreignexchange

trading.1914 First U.S. national bank to open an overseas branch.

1915 Largest overseas branch network of any U.S. bank1919 First U.S. bank

with $1 billion in assets1928 First major American bank to offer unsecured


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personal loans to consumers1929

became the largest commercial bank in the world

Source: www.mycitistory.com

The Third Era (19301960)

City Bank weathered the Depression and the age of regulation that followed.

1936 First bank offerconsumers checking accounts with no minimum balan

ce1941 Over 1,800 City Bankers served in World War II; 55 lost their lives1945 Handled more than $5.6 billion in U.S. Treasury

securities in a series of War Loan and Victory Loan drives.1956

Installed first computera Burroughs EIOIin commercial loan operations


The Fourth Era (19611990)

The mid-century era began when CITI Bank introduced the negotiable

certificate of deposit (CD). The CD changed CITI Bank and the entire

banking industry.

1961 Invented the negotiable certificate of deposit (CD)

1965 Entered the leasing business and the credit card business1968 First Nat

ional City Corp. become parent of First National City Bank1974 Citicorp be

came the name of the First National City Corporation1976 CITI


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Bank became the name of First National City Bank1977 Introduced ATMs

for the first time used for more than emergency cash.

1979 worlds leading foreign exchange dealer

a position maintained today1982-

84 S&L acquisitions in California, Florida, Illinois and Washington, D.C195

Introduced Direct Access, linking personal computers in homes & offices19

87 Introduced unique touch

screen automated teller machines in N.Y & HK1989 Became the leading iss

uer of securitized credit card receivables


The Fifth Era (1991Today)

While the early 1990s were years of deteriorating financial conditions, by

the mid 1990searnings had been restored, dividends reinstated and increased

above the previous high, capital rebuilt, and ratings revived.


1992 Completed Five Point Plan to rebuild capital, reserves, and earnings19

93 Launched Windows on Risk to assess Citicorps aggregate risk profile1

994 Opened first fully foreign-owned commercial bank in RussiaCelebrated

20th anniversary of the Consumer Banking Group1995Opened first fullservice branch in Beijing, Vietnam and in South

Africa1996 Had largest number of credit cards in Asia CITI Microfinance

Group, CITI in Bangladesh, and other partners, closed on local currency

microcredit securitization for


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BRAC.1998 All Citicorp and Travelers Group divisions merge to become

Citi group2007

CITI losing $8-11billion several days after Merrill Lynch announced

bankruptcy

2007 Charles Prince quit as the chairman and chief executive

of Citigroup2008

Citigroup was forced to seek federal financing to avoid collapse. The US

government provided $25 b & guarantees to risky assets to Citigroup in

exchange for stock.

2009

Citigroup announced that it was splitting into two companies, the idea

behind is Citigroup can dump "the dead weight" on CITI Holdings, allowing

the prime assets of Citicorp to operate away from that of the toxic assets.


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CHP2. COMMERCIAL BANK

A commercial bank(orbusiness bank) is a type of financial

institution and intermediary. It is a bank that lends money and

provides transactional, savings, and money market accounts and that

accepts time deposits.

2.1 The role of commercial banks

Commercial banks engage in the following activities:

processing of payments by way of telegraphic transfer, EFTPOS, internetbanking, or other means

issuing bank drafts and bank cheques accepting money on term deposit lending money by overdraft, installment loan, or other means providing documentary and standby letter of credit, guarantees,

performance bonds, securities underwriting commitments and other

forms of off balance sheet exposures

safekeeping of documents and other items in safe deposit boxes sales, distribution or brokerage, with or without advice, of: insurance,

unit trusts and similar financial products as a financial supermarket

cash management and treasury merchant banking and private equity financing Traditionally, large commercial banks also underwrite bonds, and make

markets in currency, interest rates, and credit-related securities, but today

large commercial banks usually have an investment bank arm.


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2.2 Types of loans granted by commercial banks1. SECURED LOANS

A secured loan is a loan in which the borrower pledges some asset (e.g. a car

or property) as collateral for the loan, which then becomes a secured debt

owed to the creditor who gives the loan. The debt is thus secured against the

collateral in the event that the borrower defaults, the creditor takes

possession of the asset used as collateral and may sell it to regain some or all

of the amount originally lent to the borrower, for example, foreclosure of a

home. From the creditor's perspective this is a category of debt in which a

lender has been granted a portion of the bundle of rights to specified

property. If the sale of the collateral does not raise enough money to pay off

the debt, the creditor can often obtain a deficiency judgment against the

borrower for the remaining amount. The opposite of secured debt/loan is

unsecured debt, which is not connected to any specific piece of property and

instead the creditor may only satisfy the debt against the borrower rather

than the borrower's collateral and the borrower.

2. MORTGAGE LOANA mortgage loan is a very common type of debt instrument, used to purchase

real estate. Under this arrangement, the money is used to purchase the

property. Commercial banks, however, are given security - a lien on the title

to the house - until the mortgage is paid off in full. If the

borrower defaults on the loan, the bank would have the legal right to

repossess the house and sell it, to recover sums owing to it.


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3. UNSECURED LOANSUnsecured loans are monetary loans that are not secured against the

borrower's assets (i.e., no collateral is involved). There are small businesses

unsecured loans such as credit cards and credit lines to large corporate credit

lines. These may be available from financial institutions under many

different guises or marketing packages:

4. BANK OVERDRAFTAn overdraft occurs when money is withdrawn from a bank account and the

available balance goes below zero. In this situation the account is said to be

"overdrawn". If there is a prior agreement with the account provider for an

overdraft, and the amount overdrawn is within the authorized overdraft limit,

then interest is normally charged at the agreed rate. If the positive balance

exceeds the agreed terms, then additional fees may be charged and higher

interest rates may apply.

corporate bonds credit card debt credit facilities or lines of credit personal loans


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CHP3. PRODUCTS AND SERVICES Products and services

CITI offers consumers and institutions a broad range offinancial

products and services, including consumer banking and credit, corporate and

investment banking, securities brokerage, and wealth management.

Citi's franchise in India includes businesses such as equity

brokerage, equities distribution, private banking (CITI Private Bank) and

alternate investments and private equity (CVCI).

3.1TYPES OF SERVICE

1. FINANCIAL 2. BANKING

1. Financial services are the economic services provided by the finance

industry, which encompasses a broad range of organizations that manage

money, including credit unions, banks,

credit companies, insurance companies, consumer finance companies, stock

brokerages, investment funds and some government sponsored enterprises.

As of 2004, the financial services industry represented 20% of the market

capitalization of the S&P 500 in the United States

2. Banking services

The primary operations of banks include:
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Keeping money safe while also allowing withdrawals when needed Issuance of checkbooks so that bills can be paid and other kinds of

payments can be delivered by post

Provide personal loans, commercial loans, and mortgage loans (typicallyloans to purchase a home, property or business)

Issuance of credit cards and processing of credit card transactions andbilling

Issuance of debit cards for use as a substitute for checks Allow financial transactions at branches or by using Automatic Teller

Machines (ATMs)

Provide wire transfers of funds and Electronic fund transfers betweenbanks

Facilitation of standing orders and direct debits, so payments for bills canbe made automatically

Provide overdraft agreements for the temporary advancement of the

Bank's own money to meet monthly spending commitments of acustomer in their current account.

Provide internet banking system to facilitate the customers to view andoperate their respective accounts through internet.

Provide Charge card advances of the Bank's own money for customerswishing to settle credit advances monthly.

Provide a check guaranteed by the Bank itself and prepaid by thecustomer, such as a cashier's check or certified check.

Notary service for financial and other documents Accepting the deposits from customer and provide the credit facilities to

them.


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3.2Other types of bank services

1. Private banking - Private Banks provide banking services exclusivelyto high net worth individuals. Many financial services firms require a

person or family to have a certain minimum net worth to qualify for

private banking services. Private Banks often provides more personal

services, such as wealth management and tax planning, than normal retail

banks.

Capital market bank - bank that underwrite debt and equity, assistcompany deals (advisory services, underwriting and advisory fees), and

restructure debt into structured finance products.

Bank cards - include both credit cards and debit cards. Bank of Americais the largest issuer of bank cards.

Credit card machine services and networks - Companies which provide

credit card machine and payment networks call themselves "merchantcard providers".

2. Foreign exchange services

Foreign exchange services are provided by many banks around the world.

Foreign exchange services include:

Currency exchange - where clients can purchase and sell foreigncurrency banknotes.

Foreign Currency Banking - banking transactions are done in foreigncurrency.


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Wire transfer - where clients can send funds to international banksabroad.

3.Investment services

Asset management - the term usually given to describe companies whichrun collective investment funds. Also refers to services provided by

others, generally registered with the Securities and Exchange

Commission as Registered Investment Advisors.

Hedge fund management - Hedge funds often employ the services of"prime brokerage" divisions at major investment banks to execute their

trades.

Custody services - the safe-keeping and processing of the world'ssecurities trades and servicing the associated portfolios. Assets under

custody in the world are approximately US$100 trillion.

4. Insurance

Insurance brokerage - Insurance brokers shop for insurance (generallycorporate property and casualty insurance) on behalf of customers.

Recently a number of websites have been created to give consumers

basic price comparisons for services such as insurance, causing

controversy within the industry.

Insurance underwriting - Personal lines insurance underwriters actuallyunderwrite insurance for individuals, a service still offered primarily

through agents, insurance brokers, and stock brokers. Underwriters may
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also offer similar commercial lines of coverage for businesses. Activities

include insurance and annuities, life insurance, retirement

insurance, health insurance, and property & casualty insurance.

Reinsurance- Reinsurance is insurance sold to insurers themselves, toprotect them from catastrophic losses.

5. Application and Delivery

CUSTOMER can complete the cardholder application process usingthe Online Card Application (OCA) module within CITI Manager.

Using the OCA module, cardholders enter their demographic

information and submit the form electronically to their manager for

approval. The Program Administrator may add default limits or create

new limits for the account, and then approves the application for

electronic submission to CITI. The OCA module is provided at no

extra cost. Cardholder applications require a signature or authorization

from a CUSTOMER manager or Program Administrator. The online

application process allows for the ability to issue cards within 48

hours of initial application. Faxed applications typically take 72 hours

for fulfillment.

Once CUSTOMERs program is live, we can accept rush applications

via fax. Upon approval, we can request overnight delivery of the card.

We will not charge CUSTOMER for rush applications, issuance, or

delivery. Card Deployment ReportingActivation data will be captured
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in our system and will be visible to both CITI and CUSTOMER via

our reporting tool.

In addition, CITI will create an online dashboard that displays card

activation by hierarchy as shown below. The dashboard will allow

A/OPCs to view the following within their span of control:

Number of cards mailed

Number of cards activated

Cards returned.

6. Emergency and Lost Cards

Cardholders should notify immediately in the case of lost, stolen, or

compromised cards, in order to remove the potential for fraudulent

charges. Once a card is listed as lost or stolen, we may elect to hot

list the card, placing the card on a bulletin that provides a reward to

the merchant for picking up the card if it is presented at the point of

sale.

Emergency card replacement is sent next day via overnight courier,

provided the request is received by 3:00 p.m. (ET).

For non-emergencies, it issue a replacement card within 48 hours of

notification.


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Program Administrators and cardholders can contact Customer

Service to request a new card. CUSTOMER is not liable for

unauthorized charges that occur 17 after the bank has been notified of

the loss, theft, or possible fraudulent use of the card. There is no

charge for the shipping of routine or emergency replacement cards.

7. Card ReplacementFor expedited card requests, you may contact your Client Account

Service (CAS) Manager prior to faxing the application. Your CAS

Manager will facilitate the card replacement process and request

delivery to the location or address specified by CUSTOMER. CITI

has an operational "do not strand" policy, which enables our customer

service representatives to adjust account limits or approve transactions

to ensure cardholders can cover expenses and safely return home.

Bank will do whatever is necessary to ensure CUSTOMERs

cardholders are not stranded. In most cases, we can provide assistance

to adjust the various limits and restrictions on cards to ensure card use

is freely available. In addition, MasterCard has services and easy to

remember phone number to provide assistance as well; 1-800-

MCASSIST. The card associations provide emergency assistance

including various travels, medical, and legal services.

Bank can provide emergency cards for any number of cardholders on

short notice for any centrally billed card program. Emergency cards


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enable CUSTOMER to quickly activate a commercial card within

minutes for crisis and emergency purchasing needs.

The cards have single authorizations and a hierarchy that is separate

from CUSTOMERs standard, ongoing program. Emergency cards

have a preset limit, can be loaded with preset controls as determined

by CUSTOMER, and are delivered in a deactivated state. The cards

can be activated as needed by placing a call to the Voice Response

Unit or Customer Service. Limits can be changed at the time the card

is needed through a call to Customer Service.


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CHP4. CONSUMER

A consumer is a person or group of people that are the final users of

products and or services generated within a social system. A consumer may

be a person or group, such as a household. The concept of a consumer may

vary significantly by context.

4.1There are three contents under consumer : 1. Economics and marketing 2. Law and politics 3. Public reaction 4. Market Share

1. Economics and marketing

The consumer is the one who pays to consume the goods and services

produced. As such, consumers play a vital role in the economic system of a

nation. In the absence of their effective demand, the producers would lack a

key motivation to produce, which is to sell to consumers.
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Typically when business people and economists talk ofconsumers they are

talking aboutperson as consumer, an aggregated commodity item with

little individuality other than that expressed in the buy/not-buy decision.

However there is a trend in marketing to individualize the concept. Instead

of generating broad demographic profiles and psycho-graphic profiles of

market segments, marketers have started to engage in personalized

marketing, permission marketing, and mass customization.

There is increasing backlash from the public over use of the label

"consumer" rather than "customer", with many finding it offensive and

derogatory

2. Law and politics

The law primarily uses the notion of the consumer in relation to consumer

protection laws, and the definition of consumer is often restricted to living

persons (i.e. not corporations or businesses) and excludes commercial

users. A typical legal rationale for protecting the consumer is based on the

notion of policing market failures and inefficiencies, such as inequalities of

bargaining power between a consumer and a business. As of all potential

voters are also consumers, consumer protection takes on a clear politicalsignificance.

In India, the Consumer Protection Act 1986 clearly differentiates a consumer

as consuming a commodity or service either for his personal domestic use or

to earn his livelihood. Only consumers are protected as per this act and any


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person, entity or organization purchasing a commodity for commercial

reasons are exempted from any benefits of this act. Furthermore, Indian case

law has quite a few references on how to distinguish a consumer from a

customer

3. Public reaction

While use of the term consumeris widespread among governmental,

business and media organizations, many individuals and groups find the

label objectionable because it assigns a limited and passive role to their

activities.

3. Market shareThe financial services industry constitutes the largest group of companies inthe world in terms of earnings and equity market capitalization. However it

is not the largest category in terms of revenue or number of employees. It is

also a slow growing and extremely fragmented industry, with the largest

company (Citigroup), only having a 3 % US market share. In contrast, the

largest home improvement store in the US, Home Depot, has a 30 % market

share, and the largest coffee house Starbucks has a 32% market share.

4.2 Retail Banking

Retail banking is banking in which banking institutions execute

transactions directly with consumers, rather than corporations or other
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banks. Services offered include savings and transactional

accounts, mortgages, personal loans, debit cards, and credit cards.

Commercial bankhas two meanings: Commercial bank is the term used for a normal bank to distinguish it

from an investment bank. (After the great depression, the U.S.

Congress required that banks only engage in banking activities,

whereas investment banks were limited to capital markets activities.

This separation is no longer mandatory.)

Commercial bank can also refer to a bank or a division of a bank thatmostly deals with deposits and loans from corporations or large

businesses, as opposed to normal individual members of the public

(retail banking). It is the most successful department of banking.

Community development bankare regulated banks that provide financialservices and credit to underserved markets or populations.

Private Banks manage the assets of high net worth individuals. Offshore banks are banks located in jurisdictions with low taxation

and regulation. Many offshore banks are essentially private banks.

Savings banks accept savings deposits. Postal savings banks are savings banks associated with national postal

systems.

Retail Banking services are also termed as Personal Banking services
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4.3 CREDIT (FINANCE)

Credit is the trust which allows one party to provide resources to another

party where that second party does not reimburse the first party immediately

(thereby generating a debt), but instead arranges either to repay or return

those resources (or other materials of equal value) at a later date. The

resources provided may be financial (e.g. granting a loan), or they may

consist of goods or services (e.g. consumer credit). Credit encompasses any

form of deferred payment. Credit is extended by a creditor, also known as

a lender, to a debtor, also known as a borrower.

Movements of financial capital are normally dependent on either credit

or equity transfers. Credit is in turn dependent on the reputation

or creditworthiness of the entity which takes responsibility for the funds.

Credit is also traded in financial markets. The purest form is the credit

default swap market, which is essentially a traded market in credit insurance.

A credit default swap represents the price at which two parties exchange

this risk the protection "seller" takes the risk of default of the credit in

return for a payment, commonly denoted in basis points (one basis point is

1/100 of a percent) of the notional amount to be referenced, while the

protection "buyer" pays this premium and in the case of default of the

underlying (a loan, bond or other receivable), delivers this receivable to the

protection seller and receives from the seller the par amount (that is, is madewhole).


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4.4 Investment banking

An investment bankis a financial institution that assists individuals,

corporations and governments in raising capital by underwriting and/or

acting as the client's agent in the issuance of securities. An investment bank

may also assist companies involved in mergers and acquisitions, and provide

ancillary services such as market making, trading of derivatives, fixed

income instruments, foreign exchange, commodities, and equity securities.

Unlike commercial banks and retail banks, investment banks do not take

deposits. From 1933 (GlassSteagall Act) until 1999 (GrammLeachBliley

Act), the United States maintained a separation between investment banking

and commercial banks. Other industrialized countries, including

G8 countries, have historically not maintained such a separation.

There are two main lines of business in investment banking. Trading

securities for cash or for other securities (i.e., facilitating transactions,

market-making), or the promotion of securities (i.e., underwriting, research,

etc.) is the "sell side", while dealing with pension funds, mutual


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funds, hedge funds, and the investing public (who consume the products and

services of the sell-side in order to maximize their return on investment)

constitutes the "buy side". Many firms have buy and sell side components.

4.5 Core investment banking activities

1. Sales and trading

On behalf of the bank and its clients, a large investment bank's primary

function is buying and selling products. In market making, traders will buy

and sell financial products with the goal of making money on each

trade. Sales is the term for the investment bank's sales force, whose primary

job is to call on institutional and high-net-worth investors to suggest trading

ideas (on a caveat emptor basis) and take orders. Sales desks then

communicate their clients' orders to the appropriate trading desks, which can

price and execute trades, or structure new products that fit a specificneed. Structuringhas been a relatively recent activity as derivatives have

come into play, with highly technical and numerate employees working on

creating complex structured products which typically offer much greater

margins and returns than underlying cash securities. In 2010, investment

banks came under pressure as a result of selling complex derivatives

contracts to local municipalities in Europe and the US. Strategists advise

external as well as internal clients on the strategies that can be adopted in

various markets. Ranging from derivatives to specific industries, strategists

place companies and industries in a quantitative framework with full

consideration of the macroeconomic scene. This strategy often affects the


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way the firm will operate in the market, the direction it would like to take in

terms of its proprietary and flow positions, the suggestions salespersons give

to clients, as well as the way structures create new products. Banks also

undertake risk through proprietary trading, performed by a special set of

traders who do not interface with clients and through "principal risk"risk

undertaken by a trader after he buys or sells a product to a client and does

not hedge his total exposure. Banks seek to maximize profitability for a

given amount of risk on their balance sheet. The necessity for numerical

ability in sales and trading has created jobs for physics, mathematics and

engineering Ph.D.s who act as quantitative analysts.

2. Equity Research

The research division reviews companies and writes reports about their

prospects, often with "buy" or "sell" ratings. While the research division

may or may not generate revenue (based on policies at different banks), its

resources are used to assist traders in trading, the sales force in suggesting

ideas to customers, and investment bankers by covering their clients.

Research also serves outside clients with investment advice (such as

institutional investors and high net worth individuals) in the hopes that these

clients will execute suggested trade ideas through the sales and trading

division of the bank, and thereby generate revenue for the firm. There is a

potential conflict of interest between the investment bank and its analysis, in

that published analysis can affect the bank's profits. Hence in recent years

the relationship between investment banking and research has become

highly regulated, requiring a Chinese wall between public and private

functions.


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CHP5. CUSTOMER SERVICE UNIT

The Customer Service Unit handles inquiries from merchants, individual

cardholders, program managers, and third parties, while the Client Account

Service Manager supports specific customers and their Program

Administrators. Citis Commercial Card Customer Service Unit can handle

all emergencies, including reports of fraudulent transactions and can be

reached toll-free at (800) 790-7206 in the U.S., or via collect call to (904)

954-7314 if the cardholder is out of the country. Additionally, a designated

fax and e-mail will be provided for use of CUSTOMER cardholders. Ourprimary call center is located in Jacksonville, Florida with major back-up

centers in Norfolk, Virginia and Sioux Falls, South Dakota.

CITI also has call centers in San Antonio, Texas and Irving, Texas.

Customer Service is available 24/7 to handle a variety of inquiries including,

but not limited to:

Balance and payment inquiries x

Credit availability

Decline reasons

Security closures

Account closures

Billing disputes

Reporting lost or stolen cards

Help Desk support for our online systems - 7:00 a.m.11:00 p.m. (ET)

Help Desk support for file delivery issues - 7:00 a.m.11:00 p.m. (ET)

Interface with MasterCard and third party vendors.


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CUSTOMERs designated Technical Implementation Manager provides

technical support for all application interfaces during the initial

implementation period and ongoing service. We provide initial setup and

training for file deliveries and Web-based reporting tools at no cost to

CUSTOMER. Our Technical Help Desk, based in the United States but

available to all Citi Commercial Cards customers, is available from 7:00

a.m. until 11:00 p.m. (ET) to provide technical support. For password resets,

the Customer Service Unit can assist 24/7 via a toll free phone number. The

Technical Help Desk supports: File delivery issues Web-based systems

Technical Help Desk teams are specially trained to provide ongoing

technical support for these processes and systems, as well as to answer any

operational questions CUSTOMER may have.

5.1 Client Account Service (CAS)

Access and entitlements for Customers CitiDirect Global Card

Management System Issuer Program Administrators, CUSTOMER

Program Administrators, and cardholders: All have read and write access for

transaction reallocation CITI Custom Reporting System.


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All external users have read only access at various hierarchy levels. Access

and entitlements for the major roles for Citis online systems .The following

list outlines the access and entitlements for the major roles for Citis online

systems:

Help Desk: Read-only access to minimal client data to support and the

ability to perform user security administration functions such as resetting

user passwords and creating new users

Client Account Services: As this team manages client and Program

Administrator requests, they have the ability to maintain and alter client

profiles and accounts

Customer Service: As this team manages cardholder requests, they have

the ability to maintain and alter cardholder profiles and accounts

Production support: Access to database with read only access (with

exception of Citi Custom Reporting System, where production support have

read-only and update access)

Developers:No access to client data in production

Cli ent roles by applications: Client access is restricted to respective

customer data only:

Reporting Citis Custom Reporting System enables CUSTOMERs Program

Administrator(s) to access, navigate, customize, and explore standard and


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customized reports online at a click of a button or via a scheduler Citis

Custom Reporting Features include:

User-friendly application for generating both standard and customized

reports from over 650 data elements, including Level III and enhanced folio

data

Utilizes drag and drop dynamic report creation and view filtering

technologies

Program wide or organizational/ department level hierarchy based

reporting with account, transaction, and enhanced data drill down capability

Download capability supports spreadsheets, PDF, HTML, and text

delimiters

Ability to save queries in private or public folder to facilitate sharing of

reports

Reports can be pre-scheduled or run on an ad hoc basis

Advanced features include filtering, column calculation using an

expression editor, creation of custom prompts, and on-the-fly charting

capabilities and available in 12 languages.

Web-based reporting for Citis commercial card programs will be provided

on demand at intervals defined by CUSTOMER. Reports can be issued at

the following frequencies, depending on the type of report:

Cycle

Daily

Month end

Quarter

Fiscal quarter


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Semi-annually

Year

Fiscal year.

Historical transaction and card data is maintained for 36 months and

archived up to 7 years. In addition, CUSTOMER can pre-schedule specific

reports to run in the format and time intervals you have defined. Once a

report has run, the user will have the ability to print or export using various

formats (PDF, XLS, .CSV, HTML, or using Text delimiters).

During implementation, CITI will work with CUSTOMER to

determine which reports and formats will be most effective. The following

report formats are available:

Hard copy: If CUSTOMER decides to receive paper reports, we will work

with you to determine the appropriate method for report delivery. However,

as a part of our environmental initiatives, we encourage our customers to

utilize other report formats.

Di rect transmission to mainfr ame: CUSTOMER can receive statement /

billing information directly to a mainframe via FTP or VAN.

I nternet: CUSTOMER will be able to use our Internet-based account

management and information reporting tools as business needs dictate.

E-mail: For security reasons, CITI does not send reports via e-mail.

However, we can provide CUSTOMER with e-mail notification capability.

Reports may be exported to popular Microsoft Office word processing

and spreadsheet applications in RTF, XLS, CSV, TXT, and PDF formats.

Standard files work with many system providers. Specific providers of travel

and expense management systems include IBM, SAP R/3 Enterprise,

Concur, Necho, and Extensity. We will work with CUSTOMER to decide


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which standard file and transmission frequency, whether daily, weekly, or

monthly, best fit your data needs.

CITI has measures in place to ensure the data received from the card

associations is incorporated completely into our GDR, and that no data loss

occurs. Each data file received is checked to ensure it is not corrupted, that it

is complete, and that it is not a duplicate transmission. The data is then

incorporated into the database and, in some cases, cleansed for accuracy.

The CAS teams work in groups of four people that know your account in

detail and are available should your dedicated person be away from their

desk. In total, the Customer Service Team has approximately 44

Intermediate Service Representatives, 12 Senior Service Representatives,

three Operations Assistants, two Recovery Specialists, and eight Collectors.

Four Customer Service Managers and a Collections Manager lead these

teams and oversee the day-to-day activities of the department. All groups

work together to ensure that phones are answered in a timely manner. We

use cross training to enable the service center to handle peaks in call

volumes.

In addition, our Managers, Operations Assistants, and Quality Department

staff answer calls during peak periods to minimize client impact. CITI will

provide 24/7 Client Account Service to CUSTOMER, including weekends


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and holidays. Cardholders and Program Administrators can leverage our

online system 24/7 to access information and perform inquires in real-time.

Citis automated voice response unit (VRU) provides users with a payment

address, enables users to change their PIN, and allows users to hear balance

and available credit information. The VRU system is available toll free,

24/7. We strive to answer all calls in the queue in less than 21 seconds,

which means that callers can expect timely service without long hold times.

CITI has dedicated experienced Customer Service Representatives to

CUSTOMERs card program for all day-to-day Customer Service and

operating support.


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CHP6. BANKING OPERATIONS:

6.1 Front office

I nvestment banking

Corporate finance is the traditional aspect of investment banks which also

involves helping customers raise funds in capital markets and giving advice

on mergers and acquisitions (M&A). This may involve subscribing investors

to a security issuance, coordinating with bidders, or negotiating with amerger target. Another term for the investment banking division is corporate

finance, and its advisory group is often termed mergers and acquisitions.

A pitch book of financial information is generated to market the bank to a

potential M&A client; if the pitch is successful, the bank arranges the deal

for the client. The investment banking division (IBD) is generally divided

into industry coverage and product coverage groups. Industry coverage

groups focus on a specific industry, such as healthcare, industrials, or

technology, and maintain relationships with corporations within the industry

to bring in business for a bank.

Product coverage groups focus on financial products, such as mergers and

acquisitions, leveraged finance, public finance, asset finance and leasing,

structured finance, restructuring, equity, and high-grade debt and generally

work and collaborate with industry groups on the more intricate and

specialized needs of a client.


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6.2 Middle office

This area of the bank includes risk management, treasury management,

internal controls, and corporate strategy.

Additionally, corporate treasury is responsible for an investment bank's

funding, capital structure management, and liquidity risk monitoring.

Financial control tracks and analyzes the capital flows of the firm; the

Finance division is the principal adviser to senior management on essential

areas such as controlling the firm's global risk exposure and the profitability

and structure of the firm's various businesses via dedicated trading

desk product control teams. In the United States and United Kingdom, a

Financial is a senior position, often reporting to the Chief Financial Officer.

Corporate strategy, along with risk, treasury, and controllers, also often falls

under the finance division.

6.3 Back office

1. Operations

This involves data-checking trades that have been conducted, ensuring that

they are not erroneous, and transacting the required transfers. Many banks

have outsourced operations. It is, however, a critical part of the bank. Due to

increased competition in finance related careers, college degrees are now

mandatory at most Tier 1 investment banks.


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A finance degree has proved significant in understanding the depth of the

deals and transactions that occur across all the divisions of the bank.

2. Technology

Every major investment bank has considerable amounts of in-

house software, created by the technology team, who are also responsible

for technical support. Technology has changed considerably in the last few

years as more sales and trading desks are using electronic trading. Some

trades are initiated by complex algorithms for hedging purposes.

Firms are responsible for compliance with government regulations and

internal regulations.


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We encourage Customers to report CITI Banks performance (satisfactory

, unsatisfactory, or exceptional) on this contract. The method for reporting is

through the Vendor Performance Tracking System (VPTS), which can be

accessed online at Vendor Performance Tracking System.


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CHP7. Hierarchy Levels

Citis online reporting systems allow for seven hierarchy levels. This

structure generally provides sufficient reporting hierarchy scenarios to

mirror any organization. Within the hierarchy, CUSTOMER can

include security parameters that will limit access to data for the

Program Administrator(s) to their individual level of hierarchy, or

allow Program Administrators to access all levels of the hierarchy,

depending upon your preference. For example, if CUSTOMER grants

a Program Administrator access at the Entity level, this individual canalso be given access to the Division and Department levels that fall

below the entity level.

Once CUSTOMERs program hierarchy is established, your Program

Administrator(s) will need to identify the hierarchy string when

subsequent cardholder applications are submitted. CUSTOMER can

set up as many centrally billed accounts as needed. These are not

actual card accounts, and cannot have transactions post directly against

them. The corporate billing account is used to roll up all cardholder

spend so that we are able to provide CUSTOMER with a corporate bill

at the end of each billing cycle. This will not in any way cause

duplication. When sending CUSTOMERs ERP daily transaction

reports, only daily postings against cardholder accounts are included

for loading into the application for pre-population. Citis online

systems provide for multiple hierarchy levels.


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This structure is generally sufficient to mirror any organization. Our

online tools can manage user entitlements within a hierarchy structure

that allows access to only that hierarchy node or below. We also can

manage reporting access at the field level by disallowing fields such as

Full Account Number or other personal identifiable information. The

following table presents examples of user entitlements provided within

our system.

7.1 General Ledger Interface

Citis Global Card Management System can interface accounts payable

information into CUSTOMERs General Ledger (GL) system using

automatic mapping and a file of valid GL codes from CUSTOMERs

system. These GL codes can be joined by hierarchy, merchant, or Merchant

Category Code. We can also map the data received from the point-of-sale to

a particular GL code on a daily basis from GCMS or send transactions

directly to CUSTOMERs in-house reconciliation system. Custom file

programming for Outbound (CITI to State Agency) file needs of the State

Agencies.

File integration of data into your internal systems can, in most cases, be

accomplished using Citi's standard file offerings, which includes highly

configurable mappers from our transaction management system. These

mappers are configurable by the end user organization from similar

technology that exists today in the Texas program. CITI has integrated with


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hundreds of public and private sector clients using our standard file offerings

to map to common systems such as SAP, Oracle, and Concur, etc. as well as

"home grown" applications.

CITI will make every attempt to utilize one of these common files for your

program. In the event your requirements include elements not captured in

these standard files and mappers from our transaction management system,

CITI may create unique files through custom development at a rate of up to

$150 an hour. Scoping and estimated cost of the work will be determined

during the implementation process and alternate solutions discussed. All

estimates will be presented to the Comptroller's Office for approval, upon

approval CITI Bank may present to State Entity or Co Op in writing and

their formal approval will be sought prior to any work being performed.

CITI will identify form of payment at the time of estimate.

Citis online reporting and program management systems are available 24/7.

Data files backed upOur File Delivery Help Desk can recreate and redeliver

files should a delivery be lost, destroyed, or corrupted. Data files are backed

up to a media that permits recovery, and we store the programs used to

create archived data to facilitate recovery in the event of a disaster. We copy

files sent to customers and can redeliver them to customers upon request.

Should an emergency arise, CUSTOMERs designated Client Account

Services Manager will provide further support.

7.2 Program Management and Reporting Tools (CitiManager):


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Our single sign-on web-based platform provides CUSTOMER users with a

single point of access to every type of application needed to manage a

commercial cards program.

Robust Reporting: CUSTOMERs users can access consolidated program

data to generate over 3,000 types of customized, ad-hoc, or prescheduled

reports from over 650 data elements.

Efficient Application Process: Citis online application capability allows

users to overlay their organizational structure and automatically route

cardholder applications to the correct approver

Online Statements: CUSTOMERs Cardholders and Program Administrators

have 24/7 access to review statements, download reports, and make

payments within our secure web environment Program Audit Tool Citis

Program Audit Tool (PAT):

PAT is a configurable Web-based data mining and transaction certification

application integrated within Citis Custom Reporting System. This product

is available and customizable for CUSTOMERs card programs. This rules -

based engine evaluates transactions against a series of predefined business

rules, identifying possible exceptions and violations.

Flexibility enables these rules to be applied to specific hierarchies according

to MCC exceptions, dollar thresholds, and other key indicators. Potential

transaction violations are presented for review, explanation as to why they

have been identified as suspicious, and documentation. PAT includes

dashboards for easy interpretation of data and trend analysis, provides drill


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down capability for explanations, and allows notes to be added to

transactions. Reviewed transactions are available in reports for Program

Administrators, supervisors, and managers.

The features and benefits of PAT include:

Ability to review data available after statement cycle

Mining criteria configurable at hierarchy level

One screen overview of review status

Identification, reporting, and analysis of potential card misuse

Ability to flag transactions that are subject to compliance audits based on

predefined rules

E-mail notification to appropriate personnel

Predefined report generation and distribution

Section 508 (user disability) and PCI compliant.

7.3 Program Dashboard

Residing within our CITI Custom Reporting System are our Program

Dashboards. CITI Custom Reporting System (CCRS) already provides users

with access to standard and customized reporting across over 650 data

elements with consolidated global data.

The Program Dashboard tool helps customers in three key areas:


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Program Performance: Credit usage, payments, delinquencies, cards, and

span of control

Spending Analysis: Usage and growth by division; intra-entity

comparisons and benchmarking

Vendor Management: Aggregate spend by vendor, average ticket/room

prices, total and average spend metrics across vendors. 12 Customers can

use the dashboard to access dynamically integrated views of all transaction

data by business unit, cardholder, and vendor; generate metrics and

diagnostics; identify spending patterns, trends, anomalies, and root causes;

zero-in on program exceptions, trends, and data points, and then drill down

into the specific transactions, cardholders, or vendors that account for the

exception or trend; issue real-time alerts based on user-defined criteria and

eliminate unnecessary costs associated with late fees and misuse. Using our

online tools, CUSTOMER can receive notification of spending activity on

established customer limits, and monitor spending by cardholders and

merchants in real time.

7.4 CitiDirect Global Card Management System (GCMS)

It utilizes icons for type of transaction and as indicators for various actions

the user can take. Program Administrators can leverage our online system

24/7 to access, navigate, and explore data to make key business decisions in

real-time, including:

Available credit, current balance, previous balance, current amount due,

days past due


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Disputed amount

Credit limit and cash advance limit (percentage)

Single transaction limit

Client authorizations and declines against the card

Daily, cycle, and monthly number of transactions

Daily, cycle, and monthly dollar amount Program Administrators will also

have the ability to drill down to specific details on spending activity across

the various entities through the CitiDirect Custom Reporting System(CCRS) dashboards.

`Within CITI Direct Global Card Management System (GCMS), the

following fields are updated in real time with account details and transaction

authorizations. Some fields may also be maintained by Program

Administrator(s), and are updated immediately in the system. GCMS also

enables your Program Administrator(s) to request replacement cards.

Controls may be changed at any time via the following methods:

An authorized CUSTOMER representative may contact your designated

Client Account Service Manager via phone, e-mail, or fax.

CUSTOMERs Program Administrator(s) can utilize CitiDirect Global

Card Management System to update a cardholders profile online, including

a variety of controls. Your Program Administrators can also use templates to

change sets of parameters. CUSTOMERs Program Administrator(s) can use


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CitiDirect Global Card Management System to modify controls and perform

routine maintenance, including:

Change and increase transaction limits in real time

Change and increase monthly limits in real time

Review and update the number of transactions per day in real time

Review and update the number of transactions per month in real time

Update address changes

Update name changes in real time

View and / or modify account information, as well as hierarchy and

business unit information

Close accounts in real time

Check client authorizations and declines against the card in real time

View profile information and status of the card

Inquire about accounts and current balances

Change billing and accounting cycles, as needed

Report lost or stolen cards

Execute and manage disputes online.

7.5 CITI Online Statements

Program Administrators: Set up other administrators and cardholders

Cardholders: View and download their data and make payments. In Online

Applications (part of CITI Online Statements); both Program Administrators


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and cardholders have read-write access; for CITI Online Statements,

cardholders have read-only access to credit card data; however, cardholders

can change their personal profile data

7.6 CITI offers liability programs

CITI offers liability programs specifically for protection against misuse of

the card, via MasterCard and provides the additional protections and

limitation of potential entity liability. 13 CUSTOMER is not liable for

unauthorized charges occurring after the bank is notified of the loss, theft, orpossible fraudulent use of the card.

For unauthorized charges made prior to the card being reported lost or

stolen, CUSTOMERs liability is limited to a maximum of $50 per card.

While this is an industry standard, CITI has never imposed the charge on

customers. CUSTOMER is also liable for employee fraudulent charges on

an account with a credit limit over $100,000 in the amount that exceeds

$100,000 (CITI maintains liability for the first $100,000)

7.7 Collection of Individually Billed Accounts:

Anindividually billed/Individual liability account is considered delinquent if

payment is 60 days past due. A delinquency charge of 2.5% of theoutstanding balance is applied if payment is not received by day 60. One

occurrence of bad check/insufficient funds results in account

cancellation/closure. CITI takes the following action regarding past due

accounts: The CITI Bank Collections Department contacts the client by


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phone at approximately 15-20 days after the payment due date, which is 30

days after cycle close. Once client contact is made and a promise to pay is

secured, we allow 10 business days for receipt of payment. If payment is not

received, we contact the client again. This continues through all delinquency

stages.Letters are sent monthly to advise the client of their past due status.

Suspension of charging privileges occurs at 61 days late. Account

cancellation and Adverse Bureau reporting occur at 91 days past due, if the

program is individual liability.

Programs that are joint and several liabilities are not reported to the bureaus,

and an invoice is prepared for the program for all accounts with balances

outstanding at 61 days.

Cardholder payment after suspension, but before cancellation, results in the

opening of charging privileges. CITI utilizes an in-house collections process

for all accounts prior to write-off, which is 180 days past due. Bank reserve

the right to sell accounts that are charged off to a third party agency.

If an account is assumed by a third party after 180 days past due, the

cardholders obligation is legally discharged to the third party, who will be

governed by Federal regulations. We follow the same collection process for

CUSTOMERs active and departing employees, except for the participation

of CUSTOMER. Any funds recovered by the outside collection agency are

posted to the account after the collection agency takes a percentage Assist

Customer's Travel Agents with reconciling travel spend

7.8 Normal Card Application and Delivery

Cardholder applications require a signature or authorization from a

CUSTOMER manager or Program Administrator. The online application


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process allows for the ability to issue cards within 48 hours of initial

application. Faxed applications typically take 72 hours for fulfillment. Only

CUSTOMER Program Administrators will have the authority to approve

card requests and delivery methods.

CITI Bank will ensure the timely and safe delivery of all cards for the

CUSTOMER program. CITI will mail cards according to the need/situation.

CITI mails all cards using mail services with tracking capability.

CITI utilizes overnight signature delivery to ship and track cards to street

addresses. CITI provides bulk shipping for ten cards and over, and will ship

to the address on the account and to alternate addresses when required. In

emergencies situations, CUSTOMER has the ability to apply for cards via a

secure electronic process.

CITI is flexible as to the method of input and collection of cardholder

names and data. CITI can deliver a new card within 24 hours to physical

addresses, if the request is received prior to the daily cutoff time. We have

the ability to deliver cards to a central point of contact or an individual as

specified by CUSTOMER.


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CHP9. CURRENT SCENARIO

9.1 CITI Bank Changes Banking Relationship Packages

CITI Bank announced changes to its banking relationship packages. The

bank said that existing customers will begin receiving notification of these

changes at the end of this month, with the enhancements becoming effective

for all clients in December of this year.

For its Basic Checking package, CITI Bank noted that it will offer three

clear options for clients to get great value and worry-free pricing: 1) Clients

pay no monthly service fee if they make one Direct Deposit and one Online

Bill Payment during each monthly statement period; 2) Clients can also

avoid a monthly service fee by maintaining $1,500 in combined average

monthly balances in their Basic Checking and linked Basic Savings

accounts; or 3) Clients can choose to pay a flat $10 monthly service fee forthe Basic Banking package, which includes more standard features and

services than competitor offerings.

For its full-service and premium checking packages, CITI Bank stated that it

is keeping the choices simple: clients can either choose to maintain a

minimum relationship balance level that recognizes all their savings,

borrowing, and investing activities, or they can pay a competitive monthly

service fee for the expanded features and services these packages offer.

Regardless of which option clients choose, CITI Bank said that it does not

charge additional fees for debit card usage or online bill payments, tools that


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clients consistently say are among the most important for simplifying the

complexities of their financial lives.

CITI Bank said that its position on usage fees reinforces its broader

commitment to give clients the control they need to better manage their

finances, including not allowing any form of opt-in for debit card point-of-

sale and ATM overdrafts, posting transactions from lowest to highest order

for both checks and automated clearing house transactions to reduce

overdraft fees, and not charging for ATM balance inquiries or transfers at

non-CITI Bank ATMs.

Citigroup Announces Senior Management Changes

New York Vikram Pandit, Chief Executive Officer of Citigroup, today

announced several senior management changes to support the company's

business and strategic priorities and to ensure that proper management issecured to lead these efforts.

"Our relentless focus on executing against our strategic priorities at CITI

continues as we remain focused on rationalizing CITI Holdings, and on


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Citicorp as our core operating business," Mr. Pandit said. "We are making

consistent and substantial progress towards these goals. The senior

management changes I am making today will further help in positioning our

company for the future."

Edward "Ned" Kelly, previously Chief Financial Officer, will take on

broader responsibilities for strategy and M&A and will become Vice

Chairman of Citigroup. Mr. Kelly will work closely with Mr. Pandit in order

to drive the execution of Citi's strategic and operational priorities. John

Gerspach, previously the Controller and Chief Accounting Officer of CITI,

will assume the role of Chief Financial Officer.

Eugene M. McQuade will join CITI as Chief Executive Officer for CITI

Bank, N.A. Mr. McQuade most recently served as Vice Chairman of Merrill

Lynch and President of Merrill Lynch Banks (U.S.). Previously, he was the

President and Chief Operating Officer of Freddie Mac and served as

President of Bank of America Corporation.

In addition, Bill Rhodes has informed the company of his desire to reduce

his level of operating responsibility in order to focus more of his time on

Citi's international franchise. He will continue as Senior Vice Chairman of

Citigroup and CITI Bank and will step down as Chairman and CEO of CITI

Bank, N.A. Over the last 50 years, Mr. Rhodes has built invaluable

international experience and relationships on behalf of the CITI franchise.

Also, Gary Crittenden, Chairman of CITI Holdings, has decided to leave

CITI to relocate to Utah to devote more time to his family and other business

interests. "We appreciate Gary's contributions in his various roles and wish


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him and his family all of the best in the next phase of their lives," Mr. Pandit

said.


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CHP10. CONSTRAINTS

Verification laws play a major role in the Banking Industry.

Foreign sector focusing on other investment options.

Banks, which are old, still not introduced to Customer Relationship

Management.

Resources are not being fully utilized. Banks need to set up separate

divisions for taking care of the problems apart from the phone Banking

Services.


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CHP11. FUTURE

One more reason being the opacity of the The Reserve Bank of India. This

does not mean a forecast of doom for the Indian Banking sector the kind that

has washed out south east Asia And also not because Indian banks are

healthy.

Bank still have no clue about the real non-performing assets of financial

institutions and banks. Many banks are now listed that puts additional

responsibility of sharing information. It is now clear that it was the financial

sector that caused the sensational meltdown of some Asian nations like India

Thailand, Indonesia and Korea. Borrowed investment in property in India is

low and property prices have already fallen, letting out steam gently. Our

micro-meltdown has already been happening.


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CHP12. FACTS AND FINDINGS

Market focus is shifting from mass banking to class banking.

Introduction of customized and value added products.

Foreign banks have a major role to play.

Entry of local private players is increasing.

Entry of banks into various other financial products.


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CHP13. CONCLUSION

Still, there are several other worries about the banking sector, mainly

confusion over ownership and control. Sometimes soon India will be forced

to apply the norms of developed countries and many banks (including some

of the biggest) will show very poor returns ratios and dozens of banks will

be bankrupt. When that happens the two popular reasons to defend bad

banks will disappear. These are: one to save face in the remote hope of that

fortunes will revive and two, some banks are too big to be allowed to fail,

fearing social upheaval.


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CHP14. BIBLIOGRAPHY

www.google.com www.CITI Bank.com Times of India Newspaper Banking and Insurance book. Author: O.P. Agarwal
http://www.google.com/http://www.citibank.com/http://www.citibank.com/http://www.google.com/


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INDEX

Chapter Particulars Page no

1 Introduction of CITI Bank

1.1 Introduction

1.2 Objective

1.3 History of CITI Bank

1.4 Corporate History

2

COMMERCIAL BANKS

2.1 Role of commercial banks

2.2 Types of loans granted by Commercial Banks

3 Products and Services

3.1 Types of Services

3.2 Other Types of Banking Services


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4 Consumer

4.1

4.3Credit(Finance)

4.4 Investment Banking

4.5 Core Investment Banking Activities

5 Consumer Unit

5.1 Client Account Services (CAS)

6 Banking Operations

6.1 Front Office

6.2 Middle Office

6.3 Back Office

7 Hierarchy Levels

7.1 General Ledger Interface


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7.2 Program Management and Reporting tools

7.3 Program Dashboard

7.4 CitiDirect Global Card Management

System(CGMS)

7.5 CITI Online Statements

7.6 CITI Offers Liability Programs

7.7 Collection of Individually Billed Accounts

7.8 Normal Card Application and Delivery

8 Performance Chart of CITI Bank

9 Current Scenario

10 Constraints

11 Future

12 Facts and Findings

13 Conclusion


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citi bank final.docx

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