Working Effectively with Citi Department of Defense Travel

Karen YoungSenior Vice President, Citi

GSA SmartPay Conference

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11th Annual GSA SmartPay Conference

Phoenix, ArizonaJuly 28th - July 30th, 2009

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To ensure the best possible learning experience for participants, please adhere to the following house rules:

• Turn cell phones and pagers to vibrate• Hold questions to end of session• Must be scanned to receive CLP credits

− For each course−Must leave room and re-enter

• Unanswered Questions − Q-Cards & Ballot Boxes− Answer to be emailed after the

conference - within 45 days

House Rules

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Working Effectively with Citi Department of Defense Travel

Working Effectively with Citi Department of Defense Travel

This session is designed to assist you in achieving the following goals:

• Understanding the structure, roles and support provided by your DoD Travel Card servicing team

• Review the Citi Cards Management System (CCMS) and its support parameters

Goals & Objectives

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Agenda

Program Parameters3.CitiDirect Overview2.

Quality and Training

Contact Information

Fraud Management

Technical Help Desk

Collections

Customer Service

Client Account Services

Client Delivery OrganizationIntroduction to Citi1.

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1. Introduction to Citi

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Department of Defense Servicing Center – Norfolk, Virginia

Support functions include:

• Client Account Services• Client Service Managers• Technical Support• Training

Citi Customer Service facility - dedicated to servicing the Department of Defense (DoD) Travel Card program.

[Section Title]

• Customer Service Specialists / Collections• Quality Assurance• Rebates / CBA Reconciliation

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Commercial Card Services

Department of Defense Travel Card Services – Norfolk, Virginia

238

4812367

Deanne BurbeeClient Service Dept. Mgr.

Karen YoungOperations Dept. Mgr.

Client Services

Thomas GoldCardholder Service Dept. Mgr.

Cardholder Services

Workforce Management

- 4 Section Mgrs- 55 Agents- 7 am to 9 pm EST;

Monday - Friday

Collections

- 1 Section Mgr- 20 Agents- 8 am to 9 pm EST;

Monday - Friday

- 8 Section Mgrs- 105 Agents- 24 x 7

- 1 Section Mgr- 2 Specialists

Employee Learning & Performance Solutions- 1 Section Mgr- Training, Quality,

Correspondence

Help Desk Level 2

- 1 Section Mgr, 7 Agents- 7 am to 7 pm, Mon-Fri

Technology & Project Fulfillment

- 1 Section Mgr- Client Reporting, VRU/IVR,

Interface Solutions, Projects

Mallory AndersonSite Manager

Employee Access Tools

Client-Facing Roles & Responsibilities

TSYS (cardholder account information and maintenance ability –system of record)

Non-cardholder verification database (NCVD) – APC directory

CSP – online statements

Receives inbound calls from DoD cardholders. Responds to general inquiries and requests for routine changes to the cardholder account

Customer Service Representative

TSYS, CCMS (limited functions), CCRS, CSP

In addition to above, also provides after-hours and weekend support for emergency calls from APCs

Senior Customer Service Representative

Cardholder Customer ServiceAccount Access ToolsPrimary RoleGroup

Cardholder Customer Service

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Employee Access Tools

Client-Facing Roles & Responsibilities

TSYS, CCMS, CCRS, CSP & NCVD

Completes CBA account set up and changes. Responds to inbound inquiries regarding CBA accounts, Also, provides level 1 support for CCMS and CCRS

CBA Service Representative

TSYS, CCMS (limited functions), CCRS, CSP

Receives inbound calls from APCs(level 4 & below) regarding IBA accounts. Responds to general inquiries and requests for changes to IBA. Also, provides level 1 support for CCMS and CCRS

Client Account Representative

TSYS, CCMS, CCRS, CSP, CERS & NCVD

Receives inbound calls, emails and faxes from the DTMO, CPM and level 3 APCs. Also, provides level 1 support for CCMS & CCRS

Client Account Specialist, Dedicated (CAS)

Cardholder Customer ServiceAccount Access ToolsPrimary RoleGroup

Client Account Services

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Employee Access Tools

Client-Facing Roles & Responsibilities

TSYS, CCMS, CCRS, CSP, CERS & NCVD

Receives calls referred from level 1 representative. Works with APCs to resolve technical issues related to CCMS and CCRS. Opens research ticket if item requires additional research or resolution.

Available to CPMs and DTMO via special direct-dial number

Level 2 Help Desk

OperationsAccount Access ToolsPrimary RoleGroup

Operations – Level 2 Help Desk

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Voice Response Unit (VRU) Navigation – Cardholder

Citi’s VRU provides self service capability for cardholders

PIN customization

Card receipt verification

Payment by phone

Obtain recent transaction history

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Voice Response Unit (VRU) Navigation - APC

Citi’s VRU provides self-service capability for APCs

Application status

Activate / Deactivate

Frequently asked questions

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Cardholder Customer Service

Incoming Customer Service calls for cardholders are support 24x7, 365 days of the year

World Wide Toll Free 800.200.7056

Call examples include (but are not limited to) the following:– Balance inquiries / credit availability– Payment inquiries or issues– Authorization inquiries– Security and account closures– Initiate billing disputes, card activations and

address changes

After hours and weekend support for APCs

Fast Facts

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Call Types

Serviced within the VRU

Balance Information: 1,081,689 Available Credit: 1,022,299Payment Information: 956,346Balance/Credit/Payments: 147,876Transaction Authorization: 125,382

050,000

100,000150,000200,000250,000300,000350,000

Mar-09 Apr-09 May-09 Jun-09

Balance Info Av ailable Credit Pay ment Info

BalCredPay Begin TransAuthMenu

Top 5 Reasons for Contact

Serviced by Representative

Account Status Inquiry: 175,663Online Inquiry: 81,340Quick Remit Taken: 51,372Available Credit / Balance Inquiry: 48,531Authorization Decline: 47,610

0

10,000

20,000

30,000

40,000

Dec 2008 Jan 2009 Feb 2009 Mar 2009 Apr 2009 May 2009 Jun 2009

Account Status Inquiry Online Inquiry

QuickRemit Taken Av ailable Credit/Balance Inquiry

Authorization Decline

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Call Types

Serviced within the VRU

Top Call Drivers

Serviced by Representative

Account Status

Online Inquiry

Phone Payment

Available Credit / Balance

Declined Authorization

PIN Change / Inquiry

Payment Due Date / Inquiry

Credit Balance Refund

Card Reciept Verification

Lost / Stolen / Never Received Card®

Cardholder Service– Check Pending Authorizations– Last 5 Posted Transactions– Payment Via Phone– Pin Change Request– Route to Helpdesk

APC Service– Account Lookup / Status– SSN Lookup– New Application Status– Activate / Deactivate Card

Client Services

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 - Friday

Primary functions:– Daily operational needs– Account maintenance functions– CBA reconciliation assistance– Mission Critical requests– Emergency services

Account SetupsCredit / Cash limit increases

– Level 1 Help Desk support

Fast Facts

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Technical Help Desk – Level 2

Creation & administration of various system IDs

Troubleshoot customer network / desktop connectivity issues

Support CPM dedicated support line

Conduct detailed investigations for CCMS, CCRS, CERS and CSP customer inquiries

Support CAS, new customer implementation teams, client & internal reporting needs

User ID administration for external / internal customers for CERS Alias, CERS upload / download, CERS file delivery, CCMS & CCRS

Facilitate training on new online tool products / enhancements for Client Delivery team

Primary Roles & Responsibilities

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Collections

Fast Facts

Tuesday, July 28, 2009Collections responsibilities– Incoming calls from cardholders with

payment issues– Outgoing calls on past due accounts– APC inquires on delinquent accounts– Salary Offset and Reduced Payment

Plan (RPP) negotiations and set ups– Reinstatements

Phone Number: 866.670.6461

Hours of operation – 8:00am – 9:00pm ET Monday-Friday

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Collections / Recovery

Fast Facts (continued)

Tuesday, July 28, 2009Collections Life Cycle

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Day 0StatementGenerated

61 Days Past Bililng

126 Days Past BillingAccount Cancelled

46 Days Past BillingLetters Begin

91 Days Past BillingSalary Offset Due Process

210 Days Past BillingAccount Charged Off

(Reported to Credit Bureau)

Calls Begin

Account Suspended

Fast Facts

Customer Service Learning & Performance Solutions

Training– Dedicated & experienced Instructors– Formalized curriculum and

assessments / certifications– Comprehensive 3-week new

employee training program– Ongoing refresher / up-training

support

Quality Management– Dedicated & experienced Quality

Analysts– Sophisticated call management

system– 100% call recording– Listening goals: 3 calls per agent /

month– Performance trends drive training

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Fast Facts

Fraud Management

Mission– Identify

Lost/StolenNew or replacement cards not receivedCounterfeit activityTest PointsCredit Master attacksPoints of compromise

– Monitor high risk transactions indicative of unusual behavior

– Reduce losses due to fraudPrevent and minimize the activityReduce impact to our cardholders

Top 3 Fraud Types (program to date)1. Altered: $134,5052. Issued / Not Received: $48,0723. Lost: $15,116

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Fraudster is able to assume / obtain personal information in order to request an additional card

Account Takeover6

Cardholder is in possession of card; a copy has been made and used by the criminal. Manual vs. Skimming

Altered / Counterfeit5

Cardholder is victim of theftStolen4

Transactions conducted over the internet or by phone (MOTO)

Card Not Present3

2

1

Never received reissued or new cardNRI

Cardholder misplaced / lost cardLost

DefinitionType

Fraud Types & Definitions

Fraud Management

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2. CitiDirect Overview

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Citi Electronic Tools & Resources

www.citimanager.com/dodhome

2:00 pm to 3:10 pm

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Citi Electronic Tools & Resources

Resources Link

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Citi Electronic Tools & Resources

Resources Link

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Forms

Cardholder Transfer Request

8:00 am to 9:10 am

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Cardholder Change Account Form

Forms – Account Upgrade

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Application Processing

New Cardholder Applications Processing Options

2:00 pm to 3:10 pm1. Online Application– Completed via (enter web

address)– Allow 5 to 7 business days for

card delivery

2. Fax – Paper Application– Completed via fax (enter

number)– Allow 3 business days for

application to be processed– Allow 5 to 7 business days for

card delivery

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Real-Time Processing Matrix

Top 5 Real Time Maintenance Functions

2:00 pm to 3:10 pm1. Credit Limits

2. Activate / Deactivate

3. Velocity Limits

4. Declined Authorizations

5. Demographic Changes

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3. Program Parameters

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Enforcing and Supporting DoD Policies

Program Parameters

Credit Worthiness

Account Upgrades

Mission Critical

Salary Offset

Reduced Payment Plan

Do Not Strand

Reinstatement

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Account issuance is determined by supervisor approval, applicant’s agreement to credit check and credit score

Credit Worthiness

Standard– APC designates Standard – Applicant agrees to credit check– Applicant achieves a credit score of 660 or

above

Restricted– APC designates Restricted or does not make a

designation– Applicant does not agree to credit check– Applicant achieves a credit score 500-659

Denied– APC and/or Supervisor does not approve

application– Applicant achieves credit score 499 or below– Applicant will be notified by mail

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Allows restricted cardholders to apply for upgrade to standard

Account Upgrades

Cardholder submits application– Must agree to credit check

Citi performs credit check

If credit score is 660 or above– Account designation is upgraded to

Standard– Credit and cash limits raised

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Keeps account open and active

Mission Critical

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

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Keeps account open and active regardless of delinquency status

Mission Critical (continued)

APC may place cardholder in Mission Critical status for up to 120 days– Higher approval required for more

than 120 days

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)

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Fast Facts – Salary Offset Process Begins at 91 Days Past Billing

Salary Offset

Cardholder sent due process letter

Advises if balance not paid within 30 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 cardholders pay and send directly to the bank – Fee $80 plus 3 late fees $29 each

If not enrolled – account will proceed to charge off at 210 days– Fee - $85

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Fast Facts – Reduced Payment Plan

Reduced Payment Plan

May be offered prior to Salary Offset

If paid in two payments – no fee and account will be reinstated

If more than two payments - $45 set up fee and $10 monthly maintenance fee applies and cardholder will have to apply for reinstatement

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Allows Citi customer service to temporarily activate account forcardholders who are traveling

Do Not Strand

5 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 5-day grace period– Cardholder required to contact Citi Customer

Service and request forced authorization

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Allows cardholders with accounts cancelled due to delinquency toapply for reinstatement

Reinstatement

Qualifying Criteria– Account must not be charged off or had 3 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 $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, or payment is returned, account will be closed and will not be considered for future reinstatement

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4. Client Training Support

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4. Client Training Support

Ten Seasoned DOD Training Professionals– Geographically Dispersed

Live Sessions with Practical Hands-On Techniques Delivered– Regional On-site Citi Locations

Norfolk Washington DC

– In-house at your Government Agency World Wide DOD Locations 20 participant minimum

– Access On-Line and Virtual ClassroomsWebcastDistance Learning - Video Conferences

– Computer Based Traininghttps://www.defensetravel.dod.mil/Passport

– Relevant Training Resource Materials

Interactive Learning Events

4. Client Training Support

Interactive Learning Events (continued)

Contact us to schedule your training solutions

– Complete Training Request Form (citimanager.com DoD home page)

Email completed form to: Commcard.training @citi.com

Terms & Disclosures

Tuesday, July 28, 2009

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IRS Circular 230 Disclosure: Citigroup Inc. and its affiliates do not provide tax or legal advice. Any discussion of tax matters in these materials (i) is not intended or written to be used, and cannot be used or relied upon, by you for the purpose of avoiding any tax penalties and (ii) may have been written in connection with the "promotion or marketing" of any transaction contemplated hereby ("Transaction"). Accordingly, you should seek advice based on your particular circumstances from an independent tax advisor.

Any terms set forth herein are intended for discussion purposes only and are subject to the final terms as set forth in separate definitive written agreements. This presentation is not a commitment to lend, syndicate a financing, underwrite or purchase securities, or commit capital nor does it obligate us to enter into such a commitment. Nor are we acting in any other capacity as a fiduciary to you. By accepting this presentation, subject to applicable law or regulation, you agree to keep confidential the existence of and proposed terms for any Transaction.

Prior to entering into any Transaction, you should determine, without reliance upon us or our affiliates, the economic risks and merits (and independently determine that you are able to assume these risks) as well as the legal, tax and accounting characterizations and consequences of any such Transaction. In this regard, by accepting this presentation, you acknowledge that (a) we are not in the business of providing (and you are not relying on us for) legal, tax or accounting advice, (b) there may be legal, tax or accounting risks associated with any Transaction, (c) you should receive (and rely on) separate and qualified legal, tax and accounting advice and (d) you should apprise senior management in your organization as to such legal, tax and accounting advice (and any risks associated with any Transaction) and our disclaimer as to these matters. By acceptance of these materials, you and we hereby agree that from the commencement of discussions with respect to any Transaction, and notwithstanding any other provision in this presentation, we hereby confirm that no participant in any Transaction shall be limited from disclosing the U.S. tax treatment or U.S. tax structure of such Transaction.

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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 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.

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©2009 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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