Citibank Support: A Training Guide for the A/OPC

1 GSA Federal Supply Service Citibank support : A Training Guide for the A/OPC . 2004 Citibank Commercial Cards, . Government Services The Sixth Annual GSA SmartPay Conference SHERATON CONFERENCE CENTER, NEW ORLEANS, LOUISIANA, AUGUST 24-26, 2004. A Training Guide for the A/OPC . Beth Berry August 24 - 25, 2004. Citigroup Global Transaction Services Copyright 2004 Citibank , Citibank , CITIDIRECT, CITIMANAGER, CITIGROUP. and the Umbrella Device are registered Service marks of Citicorp or its affiliates. Goal & Objectives To provide Training tools for the A/OPC .

2 To assist A/OPCs with running efficient and effective card programs 3. Agenda Credit card Basics Who to Call Where to Go for Information How to Make Things Happen The Key to Success 4. Credit card Basics Citibank Merchant inputs Citibank Organization distributes Employees provide Merchant inputs issues Organization distributes Employees provide or scans the card issues cards to their card or account or scans the card visa /MasterCard cards to their card or account number, expiration visa /MasterCard employees number to merchant number, expiration card employees number to merchant date and $ amount card for payment date and $ amount for payment for approval for approval Merchant or Merchant Acquiring or Bank Acquiring Bank LIMITS*.

3 Corporate Credit Limit visa /MasterCard visa /MasterCard & network network Cardholder Limits: carries the data to the carries the data to the Single Purchase Limit processor, total processor, total Dollar Amount per Day System (TSYS). System (TSYS). Cycle Spending Limit Number of Authorizations per Day Number of Transactions per Cycle Merchant Category Code Group TSYS checks the TSYS checks the customer database customer database and returns and returns authorization or authorization or decline decline *Cardholder limits will refresh based upon a designated cycle date.

4 5. Credit card Basics Levels of transaction detail 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 6. Your Citibank support Team Customer Service CitiDirect card Management System Help Desk Collections Fraud Early Warning (FEW). Disputes Application Processing and Maintenance Client Account Managers 7. Who to Call (800) 790 7206. Network Integrated Voice Response - NIVR.

5 Option 1 - Automated account information Balance Available credit Payment information Payments address Option 3 - Select new PIN number Option # - card activation 8. Who to Call (continued). Option 2 - System support and file delivery help desk Password resets Issue resolution Questions regarding: File delivery CitiDirect card Management System Citibank electronic Reporting System Citibank Custom Reporting System 9. Who to Call (continued). Option 0 - Customer Service Cardholder and A/OPC . Maintenance on the cardholder's account , address changes, statement requests, disputes, etc.

6 A/OPC . Change credit lines for individuals Add, delete or change limit of cash for individual Change single-purchase limits Close and reopen accounts of individuals Force authorizations in emergency situations 10. Who to Call (continued). Option 4 - Client Account Services Must know the five-digit extension of CAS Manager Any maintenance on billing accounts MCC Codes / templates Troubleshooting Reconciliation Set-up User IDs CitiDirect card Management System Citibank electronic Reporting System Citibank Custom Reporting System Projects 11. Who to Call (continued).

7 Alex Baker Steve Babine Mark Eckles Jeanette Antone Sarah Crawford Ken Fudge Melissa Landis Alex Medina Paul Plymel Eddie McKenzie Mark Miller Becky Riley Gale Vavrek Steve Babine Robert Wilson Jackie Robinson Crystal Wilson 12. Who to Call (continued). Customer Service Representative Collect (904) 954 7850. Collections Cardholder Delinquency (800) 473-1393. Collect (904) 954-8665. Recovery A/OPC only (904) 954-7466. Charge-off accounts Salary off-set program Cardholders charge off inquiries: (888) 891-2873. Fraud Early Warning (800) 945-3114. Early detection Failed verification 13.

8 Other Contact Information Disputes Fax number (605) 357-2019. Security Operations/Affidavits Fax number (605) 330-6801. Account Maintenance Fax number (605) 330-6801. Applications Fax number (605) 357-2092. Citibank Box 6125. Sioux Falls, SD 57117. 14. Where to Go for Information CitiManager Web Site 15. Where to Go for Information (continued). 16. Where to Go for Information (continued). 17. Where to Go for Information (continued). Purchase card 18. Where to Go for Information (continued). Purchase card 19. Where to Go for Information (continued). Purchase card 20.

9 Where to Go for Information (continued). Newsletters 21. Where to Go for Information (continued). Client testimonials 22. Where to Go for Information (continued). Reference 23. Where to Go for Information (continued). 24. Where to Go for Information (continued). Appendix C. 25. Where to Go for Information (continued). Appendix C. 26. Where to Go for Information (continued). Detailed account listing 27. Where to Go for Information (continued). Detailed account listing 28. Where to Go for Information (continued). Appendix E. 29. Where to Go for Information (continued).

10 Appendix E. 30. Where to Go for Information (continued). Appendix B. 31. Where to Go for Information (continued). Appendix B. 32. How to Make Things Happen A/OPC setup Government A/OPC Set-up / Maintenance Form - CB006. Faxed to your Client Account Manager - (904) 954-7700. Multiple hierarchies require individual forms Complete all hierarchy information Must be signed by current A/OPC . 33. Where to Go for Information 34. How to Make Things Happen 35. How to Make Things Happen 36. How to Make Things Happen Hierarchy changes CitiDirect card Management System (at the cardholder level).