U.S. General Services Administration

Working with Citi

Melissa Landis

Vice President

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

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Working with Citi

(agency name)

To ensure the best possible learning experience for participants, please adhere

to the following house rules:

• Turn electronic devices to vibrate

• No video-taping or audio recording is allowed

• Hold questions to end of session

• Ensure your participant badge is scanned to receive CLP credits

− For each course

• Take advantage of opportunities to provide feedback

− Please select the “Citi Q&A” icon on any Citi PC at the conference

− Answers to be e-mailed after the conference within 60 days

Federal Agencies

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Schedules Available at the Welcome Center Federal Agencies

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Working with Citi

Working with Citi

Visit the Citibank Welcome Center–Governor’s Lobby

Visit the Citibank One-on-One Lab–Governor’s Chambers D&E

Citi Q&A Link–Tell us your thoughts

®

Reminders Federal Agencies

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Interactive Training Events–GSA Federal Agencies

Citi offers Computer-Based Training (CBT) via the Citi Commercial Card Learning

and System Support (CLASS) in CitiManager.

Visit home.cards.citidirect.com and from the Web Tools tab select the CLASS

link

Please contact your Account or Client Manager if you are interested in setting up a

training session. Training can be conducted at a Citi Training Location, on-site at

your office or via the web.

Regional Citi Training Locations

– Norfolk, VA

– Washington, DC

Working with Citi

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This course is designed to assist you in

achieving the following objectives:

• Overview of how charge cards work and

provides an explanation of how an AOPC

supports a card program using Citi tools and

Citi resources in order to comply with

Agency Policies and Procedures.

• Provides an AOPC comprehensive detail

around Citi’s program support touch points,

roles and system tools in helping manage

cardholders and non-cardholders.

Goals & Objectives

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Working with Citi

Department of

DefenseFederal Agencies

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1. Managing Your Program

a. Charge Card Basics

b. Role of an AOPC

2. Introduction to Citi

3. System Access

4. Demo CitiManager

Agenda

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Working with Citi

Federal Agencies

1. Managing Your Program

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Working with Citi

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Working with Citi

Who is involved in the transaction flow?

• Cardholder

• Issuing Bank

• Merchant

• Acquiring Bank

• Card Association

• Processor

Credit Card Basics

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Federal Agencies

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Working with Citi

Charge Card Basics–Authorization Request

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Federal Agencies

CardholderPresents Card for

Purchase

MERCHANT

Authorization

Request

ACQUIRER

Authorization

Request

Association Brand

Authorization

Request ISSUER

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Working with Citi

Charge Card Basics–Authorization Response

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Federal Agencies

CardholderPresents Card for

Purchase

MERCHANT

Authorization

Request

ACQUIRER

Authorization

Request

Brand Network

Authorization

Request ISSUER

Authorization

Response

Authorization

Response

Authorization

Response

Receives

Merchandise

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Working with Citi

Charge Card Basics–Transaction Data Flow

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Federal Agencies

MERCHANT

ACQUIRERISSUER

Transaction

Data

Transaction

Data

Transaction

Data

Brand Network

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Working with Citi

Charge Card Basics–Settlement to Merchant

®

Federal Agencies

MERCHANT

ACQUIRERISSUER

Transaction

Data

Transaction

Data

Transaction

Data

Credit

Settlement Settlement

Pays

Interchange

Fees

Receives

Interchange

Fees

Brand Network

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Working with Citi

Charge Card Basics–Final Settlement

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Federal Agencies

MERCHANT

ACQUIRERISSUER

Transaction

Data

Transaction

Data

Transaction

Data

Credit

Settlement Settlement

Payment

Statement

Pays

Interchange

Fees

Recieves

Interchange

Fees

Cardholder

Brand Network

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Working with Citi

Level 1

– Merchant name

– Purchase date

– Total purchase amount

– Merchant category code (MCC)

Level 2

– Sales tax amount

– Point-of-sale code

Level 3

– Item quantities, unit of measure, item pricing

– Product codes, description

– Ship to zip

– Freight amount, duty amount

Charge Card Basics–Levels of Transaction Detail

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Federal Agencies

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Working with Citi

Agency/Organization Program Coordinator responsibilities

includes:

• Agency mission

• Agency policies and procedures at agency, department

or cardholder levels

• Establishment of key roles and responsibilities

• Communication and Training

• Internal audit requirements

• Preventing misuse and controlling delinquency

• Payments and reconciliation (Centrally billed vs.

Individually billed)

• Reporting tools

AOPC Role–Focal point

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Federal Agencies

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Working with Citi

Circular emphasizes integration and coordination of

internal control assessments with control-related

activities

• Effective Fiscal Year 2006

• Appendix A, B, C

• Applies to Executive Agencies

−Exception of requirements in Appendix

−Appendix A requirements apply to 24 CFO Act

Agencies

• Management’s responsibility to develop and maintain

internal controls

• Starts with Senior Management–ends up on your desk

• Should have been implemented at your agency already

AOPC Role–OMB Requirements

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Federal Agencies

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Working with Citi

Establish and publish guidelines and policies for AOPCs,

noncardholders and cardholders

• Identify card type (Purchase, Travel, Fleet, Integrated)

• Who should receive a card

• Entitlement Rights

• Account Controls

• Cash Advance/convenience checks

• Time frames (inactive cards/exiting/retiring employees)

• Expense Reporting

Program Oversight–Policies and Procedures

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Federal AgenciesFederal Agencies

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Working with Citi

What Controls Really Assist in Managing Your Program ?

• Cardholder Demographics

• Spending Controls

– Credit/Cash

– Transaction Limits

• Merchant Category Codes (MCC)

– Controls the authorization process

– Bankcard Industry Standard

– Identify Merchants

– Listed on Citimanager.com

• Reporting

• Online Tools

Cardholder Controls – How Citi Can Help

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Federal AgenciesFederal Agencies

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Working with Citi

Training tools to help you manage and communicate

• Cardholder Training

–User guides www.citimanager.com

• AOPC Training

–Onsite Training

–Webcast Training

–Online Help Functions

–CLASS

AOPC Role–Cardholder Management

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Federal Agencies

2. Introduction to Citi

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Working with Citi

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Working with Citi

Citi Support Team

• Customer Service

• Help Desk

• Client Account Specialist (CAS)

• Account Manager

Interacting with Citi

®

Federal Agencies

Working with Citi

Serviced Within the VRU Serviced by Representative

Account Status

Password Reset/Login Assistance

Credit Balance Refund

Quick Remit

Available Credit/Balance

Payment Due Date Inquiry

Address/Phone Change

Purchase/Credit Posted Inquiry

Authorization Declined

Pin Inquiry/Request

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Cardholder Service

– Balance Information

– Available Credit

– Payment Information

– Transaction Authorization

– Pay by Phone

APC Service

– Technical Help Assistance

– Activation Status

– New Application Status

– Account Status Date Maintenance

– Balance Information

Introduction to Citi DoD Travel

Call Types–Call Drivers

Federal Agencies

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Working with Citi

Customer Service handles inquiries from merchants, cardholders, Approving Officials and third parties, and is staffed to handle all emergency situations.

• 24/7 Support

• The below options are available after entering an account number

–Option 1–Automated account information

–Option 2–Payment address and to submit an online payment

–Option 3–Last five transactions

–Option 4–Change Personal Identification Number (PIN)

–Option 5–Customer Service

Interacting with Citi–Customer Service

(800) 790-7206 Collect (904) 954-7850

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Federal Agencies

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Working with Citi

Citi Help Desk is available for technical assistance

• 7 a.m.–11p.m. EST

• This option is available prior to entering an account

number

• Option 1-System support and file delivery Help Desk

–Password resets (Available 24/7)

–File Delivery

–Electronic Access Tools

CitiManager

CCMS

CCRS

CSP

Library (CERS)

Interacting with Citi–Help Desk

(800) 790-7206 Collect (904) 954-7850

®

Federal Agencies

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Working with Citi

CAS is the group of specialists who are there to help you with your program

needs.

• Option 1–Help Desk–all your electronic access and reporting needs

• Option 2–The first available CAS Representative

• Option 3–Allows you to enter CAS Manager Extension

Be sure to ask your CAS Manager’s extension!

Interacting with Citi – Client Account Specialists (CAS)

(888) 836-5011 or through CS by dialing (904) 954-7850 collect

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Federal Agencies

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Working with Citi

Know Your Account Manager

• Strategic Relationship Manager

• Account Reviews

• Business Development

• Ensures Citi Resources

• Introduces products

• Special Projects

Interacting with Citi–Account Manager

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Federal Agencies

3. System Access

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Working with Citi

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Working with Citi

• Forms

• AOPC guides

• Cardholder guides

• Training material

• SmartPay 2 presentations

• General information

How Citi Can Help–www.citimanager.com

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(enter audience here)Federal Agencies

Working with Citi

www. Citimanager.com Overview-Public website

2:00 pm to 3:10 pm

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Citi Electronic Tools & Resources-www.citimanager.com

Federal Agencies

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Working with Citi

CitiManager Overview Login Required

2:00 pm to 3:10 pm

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Citi Electronic Tools & Resources-

home.cards.citidirect.com/CommercialCard/Cards

Federal Agencies

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Working with Citi

Applications to help you manage and report

• Card Management

–Real time functionality– declined

authorizations changes, demographic

changes

–Maintenance Functionality

– Inquiry

–Help

• Reporting

–Ad-hoc reports

–Program Dashboards

–Program Audit Tool

• Card Statements and Payments

• Library

• CLASS

Demo How Citi Can Help–www. CitiManager.com

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Federal Agencies

Working with Citi

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Department o

Defense(Audience)

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Federal Agencies

Working With Citi

Survey

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Department o

DefenseFederal Agencies

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Please take the course survey online by visiting:

www.gsasmartpayconference.org/survey

or by using the link sent to you via email from Feedback Systems.

Surveys can be taken through any mobile device.

efficiency, renewable energy & mitigation

In January 2007, Citi released a Climate Change Position Statement, the first US financial institution to do so. As a sustainability leader in the financial sector, Citi has taken concrete steps to address this important

issue of climate change by: (a) targeting $50 billion over 10 years to address global climate change: includes significant increases in investment and financing of alternative energy, clean technology, and other carbon-

emission reduction activities; (b) committing to reduce GHG emissions of all Citi owned and leased properties around the world by 10% by 2011; (c) purchasing more than 52,000 MWh of green (carbon neutral) power

for our operations in 2006; (d) creating Sustainable Development Investments (SDI) that makes private equity investments in renewable energy and clean technologies; (e) providing lending and investing services to

clients for renewable energy development and projects; (f) producing equity research related to climate issues that helps to inform investors on risks and opportunities associated with the issue; and (g) engaging with

a broad range of stakeholders on the issue of climate change to help advance understanding and solutions.

Citi works with its clients in greenhouse gas intensive industries to evaluate emerging risks from climate change and, where appropriate, to mitigate those risks.

© 2012 Citibank, N.A. All rights reserved. Citi and Arc Design is a registered service mark of Citigroup Inc..

IRS Circular 230 Disclosure: Citigroup Inc. and its affiliates do not provide tax or legal advice. Any discussion of tax matters in these materials (i) is not intended or written to be used, and cannot be

used or relied upon, by you for the purpose of avoiding any tax penalties and (ii) may have been written in connection with the "promotion or marketing" of any transaction contemplated hereby

("Transaction"). Accordingly, you should seek advice based on your particular circumstances from an independent tax advisor.

Any terms set forth herein are intended for discussion purposes only and are subject to the final terms as set forth in separate definitive written agreements. This presentation is not a commitment to lend, syndicate a

financing, underwrite or purchase securities, or commit capital nor does it obligate us to enter into such a commitment, nor are we acting as a fiduciary to you. By accepting this presentation, subject to applicable law

or regulation, you agree to keep confidential the information contained herein and the existence of and proposed terms for any Transaction.

Prior to entering into any Transaction, you should determine, without reliance upon us or our affiliates, the economic risks and merits (and independently determine that you are able to assume these risks) as well as

the legal, tax and accounting characterizations and consequences of any such Transaction. In this regard, by accepting this presentation, you acknowledge that (a) we are not in the business of providing (and you

are not relying on us for) legal, tax or accounting advice, (b) there may be legal, tax or accounting risks associated with any Transaction, (c) you should receive (and rely on) separate and qualified legal, tax and

accounting advice and (d) you should apprise senior management in your organization as to such legal, tax and accounting advice (and any risks associated with any Transaction) and our disclaimer as to these

matters. By acceptance of these materials, you and we hereby agree that from the commencement of discussions with respect to any Transaction, and notwithstanding any other provision in this presentation, we

hereby confirm that no participant in any Transaction shall be limited from disclosing the U.S. tax treatment or U.S. tax structure of such Transaction.

We are required to obtain, verify and record certain information that identifies each entity that enters into a formal business relationship with us. We will ask for your complete name, street address, and taxpayer ID

number. We may also request corporate formation documents, or other forms of identification, to verify information provided.

Any prices or levels contained herein are preliminary and indicative only and do not represent bids or offers. These indications are provided solely for your information and consideration, are subject to change at any

time without notice and are not intended as a solicitation with respect to the purchase or sale of any instrument. The information contained in this presentation may include results of analyses from a quantitative

model which represent potential future events that may or may not be realized, and is not a complete analysis of every material fact representing any product. Any estimates included herein constitute our judgment

as of the date hereof and are subject to change without any notice. We and/or our affiliates may make a market in these instruments for our customers and for our own account. Accordingly, we may have a position

in any such instrument at any time.

Although this material may contain publicly available information about Citi corporate bond research, fixed income strategy or economic and market analysis, Citi policy (i) prohibits employees from offering, directly or

indirectly, a favorable or negative research opinion or offering to change an opinion as consideration or inducement for the receipt of business or for compensation; and (ii) prohibits analysts from being compensated

for specific recommendations or views contained in research reports. So as to reduce the potential for conflicts of interest, as well as to reduce any appearance of conflicts of interest, Citi has enacted policies and

procedures designed to limit communications between its investment banking and research personnel to specifically prescribed circumstances.

© 2012 Citibank, N.A. All rights reserved. Citi, Citi and Arc Design and CitiDirect are trademarks and service marks of Citigroup Inc., used and registered

throughout the world.

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