U.S. General Services Administration - Banking …. General Services Administration How Citi...
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U.S. General Services Administration How Citi Operates Chris Yost Instructor Citi July 2012
Transcript of U.S. General Services Administration - Banking …. General Services Administration How Citi...
U.S. General Services Administration
How Citi Operates
Chris Yost
Instructor
Citi
July 2012
2012 GSA SmartPay Conference
“Fine Tune Your Payments Program With GSA SmartPay”
This material is intended for use by the GSA only
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House Rules
®
How Citi Operates
(agency name)
To ensure the best possible learning experience for participants, please adhere
to the following house rules:
• Turn electronic devices to vibrate
• No video taping or audio recording is allowed
• Hold questions to end of session
• Ensure your participant badge is scanned to receive CLP credits
− For each course
• Take advantage of opportunities to provide feedback
− Please select the “Citi Q&A” icon on any Citi PC at the conference
− Answers to be emailed after the conference within 60 days
DoD Travel
®
Schedules Available at the Welcome Center DoD Travel
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How Citi Operates
®
Reminders DoD Travel
Visit the Citibank Welcome Center
– Governor’s Lobby
Visit the Citibank One-on-One Lab –Governor’s Chambers D&E
Citi Q&A Link – Tell us your thoughts
How Citi Operates
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®
Interactive Training Events – DoD DoD Travel
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 under Resources to download the On-site Training Request Form
Distance Learning–Video Conferences
Please e-mail us at [email protected] and a Citi training coordinator will work with you directly for on-site or Distance Learning sessions.
How Citi Operates
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Goals & Objectives
®
How Citi Operates
Department of
DefenseDoD Travel
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 CitiDirect Card Management
System (CCMS) and its support parameters
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Agenda
®
How Citi Operates
DoD Travel
Introduction to Citi
− Customer Service
− Client Account Services
− Technical Help Desk
− Collections
− Fraud Management
− Quality and Training
− Contact Information
Enhancements
CitiDirect Overview
Program Parameters
How Citi Operates
Introduction to Citi
®
Department o
DefenseDoD Travel
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®
Support functions include:
Client Account Services
Client Service Managers
Technical Support
Training
Customer Service Specialists/Collections
Quality Assurance
Rebates/CBA Reconciliation
Citi Customer Service –
Dedicated to servicing the Department of Defense (DoD) Travel Card program
How Citi Operates
Introduction to Citi
®
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DefenseDoD Travel
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Group Primary Role
Cardholder Customer Service
Customer Service
Representative
Receives inbound calls from DoD cardholders regarding general
inquiries and requests.
Senior Customer
Service Representative
In addition to the above, provides after-hours and weekend
support for emergency calls from APCs. Handles “Do Not Strand”
exceptions.
Client-Facing Roles and Responsibilities
How Citi Operates
Cardholder Customer Service
®
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DefenseDoD Travel
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GTC
– World Wide Toll Free 800.200.6462
Hours of operation:
– 24/7/365
Primary functions:
– Account Status Inquiry
– Password Reset / Login Assistance
– Credit Balance Refund
– Pay by phone
– Available Credit / Balance Inquiry
– Decline Authorization Inquiry
®
Cardholder Customer Service – Fast Facts
How Citi Operates
Client Account Services
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DefenseDoD Travel
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Group Primary Role
Client 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.
Client-Facing Roles and Responsibilities
How Citi Operates
Client Account Services
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DefenseDoD Travel
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GTC - World Wide Toll Free 866.670.6462
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
How Citi Operates
Technical Help Desk
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DefenseDoD Travel
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Group Primary Role
Operations – Help Desk
Help 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.
Client Facing Roles and Responsibilities
How Citi Operates
Technical Help Desk
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DefenseDoD Travel
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®
Help Desk – Fast Facts
Help Desk provides technical support on all Citi Online tools plus a
wide range of topics from a technical perspective
Hours of operation:
– 7:00 AM to 8:00 PM ET
– Monday – Friday
Primary functions:
– Answer client inquiries via phone and
– Troubleshoot customer network/desktop connectivity issues
– Provide custom or ad-hoc report support
How Citi Operates
Collections
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DefenseDoD Travel
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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®
Collections – Fast Facts
How Citi Operates
Collections
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DefenseDoD Travel
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Tuesday, July 28, 2009
Collections Life Cycle
Day 0
Statement
Generated
61 Days Past Billing
126 Days Past Billing
Account Cancelled
46 Days Past Billing
Letters Begin91 Days Past Billing
Salary Offset Due Process
210 Days Past Billing
Account Charged Off
(Reported to Credit Bureau)
Collections/Recovery – Fast Facts (continued)
How Citi Operates
Quality and Training
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Department o
DefenseDoD Travel
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®
Customer Service Learning & Performance Solutions – Fast Facts
Training
– Dedicated & experienced Instructors
– Formalized curriculum and assessments/certifications
– Comprehensive four-week new employee training program including one week transition from classroom to floor
– Continual 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
How Citi Operates
®
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Enhancements – Your Cardholders
CitiManager Enhancements
Paperless Statement
– Cardholders can now “go green” and view their statements online
– Fast!
Statements available after 10 AM the day after the cycle day
Update Online! Self Service for cardholders
– Password reset
– Username retrieval
– Update Address, Email and Business Phone
Online Account Maintenance
– Request a Credit Balance online up to $5,000
Transfer directly into checking account in 2 to 3 business days
Paper check
How Citi Operates
CCMS
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DefenseDoD Travel
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1. Activate/Deactivate
2. Account Status
3. Temporary Credit Limit
4. Credit Limit
5. Cash Limit
6. Temporary Cash Limit
7. Demographics
Real-Time Processing Matrix – Top 7 Real Time Maintenance Functions
How Citi Operates
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Enhancements - Alerts
Alerts
Alerts Email Mobile
Fraud* P P
Statement Available P P
Account Suspension P
Account Cancellation P
Returned Mail (T2) P
Dispute Resolution P
Lost/Stolen Card P
Payment Received P P
Payment Due P P
Payment Past Due P P
On-Demand Alerts
Text to GOCITI– HELP
– COM
– STOP
– BAL and last 4 of Account
– TRAN and last 4 of Account
– HIST and last 4 of Account
How Citi Operates
Interactive Voice Response
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DefenseDoD Travel
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Fraud Protections
PIN Verification
Credit Balance Refund
Automation
Review last 20 transactions
Current balance (in
addition to past due
balance)
Provide confirmation # for
pay by phone
Citi’s IVR provides self-service capability for cardholders
How Citi Operates
Interactive Voice Response
®
Department o
DefenseDoD Travel
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Reminder for APCs
to have hierarchy
info ready for
verification
Application status
Activate/
Deactivate
Frequently asked
questions
®
Citi’s IVR provides self-service capability for APCs
CORP ACCOUNT
ENTRY
AGENCY MENU
CARDHOLDER
INFO OR
GENERAL MTC
SPEAK WITH AN
ACCOUNT
SPECIALIST
RETURN TO
AGENCY MENU
NEW
APPLICATION
STATUS
ACTIVATE/
DEACTIVATE
2 431
How Citi Operates
Interactive Voice Response
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DefenseDoD Travel
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Top 5 Reasons for Contact
Interactive Voice Response
How Citi Operates
Fraud
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SMS Alerts
– Notify Cardholder of possible fraud via text
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
Fraud Management – Fast Facts
How Citi Operates
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2. CitiDirect Overview
How Citi Operates
CitiManager
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2:00 pm to 3:10 pmCiti Electronic Tools & Resources – www.citimanager.com/dodhome
How Citi Operates
CitiManager
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Citi Electronic Tools & Resources – Resources Link
How Citi Operates
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3. Program Parameters
How Citi Operates
Program Parameters
®
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Credit Worthiness
Account Upgrades
Mission Critical
Salary Offset
Reduced Payment Plan
Do Not Strand
Reinstatement
Enforcing and Supporting DoD Policies
How Citi Operates
Program Parameters
®
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DefenseDoD Travel
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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
Credit Worthiness – Account issuance is determined by supervisor
approval, applicant’s agreement to credit check and credit score
How Citi Operates
®
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DefenseDoD Travel
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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
Account Upgrades – Allows restricted cardholders to apply for upgrade to
standard
Program Parameters
How Citi Operates
®
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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
Mission Critical – Keeps account open and active
Program Parameters
How Citi Operates
®
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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
Mission Critical (continue) – Keeps account open and active regardless of
delinquency status
Program Parameters
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)
How Citi Operates
®
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DefenseDoD Travel
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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
Salary Offset – Salary Offset Process Begins at 91 Days Past Billing
Program Parameters
How Citi Operates
®
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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
Reduced Payment Plan – Fast Facts
Program Parameters
How Citi Operates
®
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DefenseDoD Travel
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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
Do Not Strand – Allows Citi customer service to temporarily activate
account for cardholders who are traveling
Program Parameters
How Citi Operates
®
Department o
DefenseDoD Travel
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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
Reinstatement – Allows cardholders with accounts cancelled due to
delinquency to apply for reinstatement
Program Parameters
How Citi Operates
®
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4. Client Training Support
How Citi Operates
Client Training Support
®
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DefenseDoD Travel
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Interactive Learning Events
Eleven 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
How Citi Operates
Client Training Support
®
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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:
How Citi Operates
Chris Yost
®
Department o
DefenseDoD Travel
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