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GSA SmartPay® 2010 Conference

How Citi Operates

Karen Young

Senior Vice President, Citi

12th Annual GSA SmartPay Conference

Atlanta, GA

August 10 – 12, 2010

®

How Citi Operates

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

• Ensure your participant badge is scanned to receive CLP credits

− For each course

− Must leave room and re-enter

• Take advantage of opportunities to provide feedback

− Please select the “Ask Citi” icon on any Citi PC at the conference

− Answers to be emailed after the conference within 45 days

House Rules

®

DoD Travel

This course is designed to assist you in

achieving the following objectives:

• 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

®

How Citi Operates

DoD Travel

How Citi Operates

Agenda DoD Travel

1. Introduction to Citi

Client Delivery Organization

Customer Service

Client Account Services

Technical Help Desk

Collections

Fraud Management

Quality and Training

Contact Information

2. CitiDirect Overview

3. Program Parameters

1. Introduction to Citi

®

How Citi Operates

How Citi Operates

Introduction to Citi

®

DoD Travel

Support functions include:

● Client Account Services

● Client Service Managers

● Technical Support

● Training Customer Service Specialists / Collections

● Quality Assurance

● Rebates / CBA Reconciliation

Citi Customer Service facility - dedicated to servicing the Department of Defense (DoD)

Travel Card program.

How Citi Operates

Deanne Burbee

Client Service Dept. Mgr.

Karen Young

Client Readiness Dept. Mgr.

Client Services

Thomas Gold

Cardholder Service Dept. Mgr.

Cardholder Services

Workforce

Management

- 4 Section Mgrs

- 52 Agents

- 7 am to 9 pm EST;

Monday - Friday

Collections

- 1 Section Mgr

- 23 Agents

- 8 am to 9 pm EST;

Monday - Friday

- 8 Section Mgrs

- 104 Agents

- 24 x 7

- 1 Section Mgr

- 3 Specialists

Daily Production

- 2 Section Mgrs

- Training, Quality,

Employee Programs, Audit,

ISA, Problem Resolution

Help Desk Level 2

- 1 Section Mgr, 7 Agents

- 7 am to 7 pm, Mon-Fri

Projects

- 1 Section Mgr

- Client Reporting, VRU/IVR,

Interface Solutions, Projects

Mallory Anderson

Site Manager

DoD TravelIntroduction to Citi

Department of Defense Travel Card Services – Norfolk, Virginia

How Citi Operates

Group Primary Role Account Access Tools

Cardholder Customer Service

Customer Service

Representative

Receives inbound calls from

DoD cardholders. Responds

to general inquiries and

requests for routine changes

to the cardholder account

TSYS (cardholder account

information and maintenance

ability – system of record)

Non-cardholder verification

database (NCVD) – APC

directory

CSP – online statements

Senior Customer Service

Representative

In addition to above, also

provides after-hours and

weekend support for

emergency calls from APCs.

Also handles “Do Not Strand”

exceptions

TSYS, CCMS (limited

functions), CCRS, CSP (cards

statement’s & payments) &

Citimanger

®


Client Facing Roles and Responsibilities

How Citi Operates


Client Account Services

Client Account

Representative

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

TSYS, CCMS (limited

functions), CCRS, CSP &

Citimanger

Client Account Specialist,

Dedicated (CAS)

Receives inbound calls, emails

and faxes from the DTMO, CPM

and level 3 APCs. Also, provides

level 1 support for CCMS & CCRS

TSYS, CCMS, CCRS, CSP,

CERS, Citimanger & NCVD

CBA Service

Representative

Completes CBA account set up

and changes. Responds to

inbound inquiries regarding CBA

accounts, Also, provides level 1

support for CCMS and CCRS


Citimanger & NCVD

®



How Citi Operates


Operations – Level 2 Help Desk

Level 2 Help Desk 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


CERS, Citimanger & NCVD

®

DoD TravelIntroduction to Citi DoD Travel


How Citi Operates

PIN

customization

Card receipt

verification

Payment by

phone

Obtain recent

transaction

history

®

Citi’s VRU provides self service capability for cardholders

Introduction to Citi DoD Travel

MAIN MENU

BALANCE/

PAYMENT

INFO/PAY-BY-

PHONE

PAYMENT

ADDRESS/

PAY-BY-PHONE

LAST TRANSACTION

NUMBER OF

OUTSTANDING AUTH/

AUTH ISSUES

PIN

INFOTECHNICAL

HELP

AGENT

MENU

1 32 654

REGULAR

PYMT

ADDRESS

EXPRESS

PYMT

ADDRESS

PAY-BY-PHONE

LAST 5 TRANS

XX PENDING AUTH

AUTH ISSUES TO

AGENT

AUTH ISSUES TO

AGENT

CURRENT

PIN

UNKNOWN

CURRENT

PIN KNOWN

NO LONGER SENDING

PIN MAILERS BECAUSE OF

PAPERLESS INITIATIVE

PASSWORD &

NEW USER

FILE DELIVERY

ALL OTHER

ONLINE USERS

UNRELATED TO

WEBSITE OR

ONLINE

PRODUCTS

UNRELATED TO

WEBSITE

ANY OTHER REASON

FILE DELIVERY

PASSWORD RESETS

ROUTE TO

AGENT

3rd

QTR, ABILITY TO VIEW

20 TRANSACTIONS

How Citi Operates

Application status

Activate /

Deactivate

Frequently asked

questions

®

Citi’s VRU 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

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

®

Cardholder Customer Service – Fast Facts


How Citi Operates

Serviced within the VRU

Balance Information: 1,817,844

Available Credit: 1,702,915

Payment Information: 1,589,264

Transaction Authorization: 192,717

Pay by Phone: 163,043

Serviced by Representative

Account Status Inquiry: 144,138

Password Reset/Login Assistance: 66,978

Credit Balance Refund: 59,799

Quick Remit: 49,333

Available Credit/Balance Inquiry: 47,059

®

Top 5 Reasons for Contact

Introduction to CitiDoD Travel

40,000

70,000

100,000

130,000

160,000

190,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

2008 2009 2010

200,000

300,000

400,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

2008 2009 2010

How Citi Operates

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

®

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


Call Types - Top Call Drivers

How Citi Operates

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 Setups

Credit / Cash limit increases

– Level 1 Help Desk support®

Client Services – Fast Facts


How Citi Operates

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

®

Technical Help Desk – Level 2 – Primary Roles & Responsibilities


How Citi Operates

Tuesday, July 28, 2009

Collections responsibilities

– Incoming calls from cardholders with

payment issues

– Outgoing calls on past due accounts

– APC inquire 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

EST Monday-Friday

®

Collections – Fast Facts


How Citi Operates


Tuesday, July 28, 2009Collections Life Cycle

®

Day 0

Statement

Generated

61 Days Past Billing


Account Cancelled


Letters Begin91 Days Past Billing

Salary Offset Due Process


Account Charged Off

(Reported to Credit Bureau)

Calls Begin

Collections/Recovery – Fast Facts (continued)

DoD Travel


How Citi Operates

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 efforts ®

Customer Service Learning & Performance Solutions – Fast Facts

DoD Travel


How Citi Operates

Mission

– 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

®

DoD Travel

Fraud Management – Fast Facts

Type Definition

1 Lost Cardholder misplaced / lost card

2 NRI Never received reissued or new card

3Card Not

Present

Transactions conducted over the

internet or by phone (MOTO)

4 Stolen Cardholder is victim of theft

5Altered /

Counterfeit

Cardholder is in possession of card; a

copy has been made and used by the

criminal. Manual vs. Skimming

6Account

Takeover

Fraudster is able to assume / obtain

personal information in order to request

an additional card


How Citi Operates

®

DoD Travel

Fraud Management – Fraud Types & Definitions

2. CitiDirect Overview

®

How Citi Operates

How Citi Operates

CitiDirect Overview

2:00 pm to 3:10 pm

®

DoD Travel

Citi Electronic Tools & Resources - www.citimanager.com/dodhome

How Citi Operates

CitiDirect Overview

®

DoD Travel

Citi Electronic Tools & Resources – Resources Link

How Citi Operates

CitiDirect Overview

8:00 am to 9:10 am

®

DoD Travel

Forms – Cardholder Transfer Request

CitiDirect Overview

®

DoD Travel

Forms – Cardholder Change Account Form

How Citi Operates

How Citi Operates

CitiDirect Overview

1. 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

®

Application Processing – New Cardholder Applications Processing Options

DoD Travel

How Citi Operates

CitiDirect Overview

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

DoD Travel

3. Program Parameters

®

How Citi Operates

®

Card ReissueDoD Travel APCs

Existing Government Travel Cards (GTC) will expire in August 2010. Citi will be mailing new cards to all cardholders with an expiring card. New card issuance will occur no later than the third day of the month of expiration.

Accounts that are open and in good standing are eligible for reissue, including accounts that are in a De-active status

Accounts that are closed, have a returned mail or a delinquent status are not eligible for card reissue.

Existing cards will remain functional until the last day of the expiration month on the card

– Cardholders should begin using the new card once it has been received and they have completed Card Receipt Verification (CRV)

– The new card will not be functional until CRV has been completed.

Cardholder can complete Card Receipt Verification online at the following address: www.citimanager.com/dodtravel

How Citi Operates

Program Parameters

How Citi Operates

Credit Worthiness

Account Upgrades

Mission Critical

Salary Offset

Reduced Payment Plan

Do Not Strand

Reinstatement

®

Enforcing and Supporting DoD Policies

DoD Travel

How Citi Operates

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®

DoD Travel

Credit Worthiness – Account issuance is determined by supervisor approval,

applicant’s agreement to credit check and credit score

Program Parameters

Program Parameters

How Citi Operates

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

®

DoD Travel

Account Upgrades – Allows restricted cardholders to apply for upgrade to

standard

Program Parameters

How Citi Operates

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

®

DoD Travel

Mission Critical – Keeps account open and active

Program Parameters

How Citi Operates

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)

®

DoD Travel

Mission Critical (continue) – Keeps account open and active regardless of

delinquency status

Program Parameters

How Citi Operates

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 ®

DoD Travel

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

Program Parameters

How Citi Operates

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

®

DoD Travel

Reduced Payment Plan – Fast Facts

Program Parameters

How Citi Operates

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

®

DoD Travel

Do Not Strand – Allows Citi customer service to temporarily activate

account for cardholders who are traveling

Program Parameters

How Citi Operates

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

®

DoD Travel

Reinstatement - Allows cardholders with accounts cancelled due to

delinquency to apply for reinstatement

4. Client Training Support

®

How Citi Operates

How Citi Operates

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 Classrooms

Webcast

Distance Learning - Video Conferences

– Computer Based Training

https://www.defensetravel.dod.mil/Passport

– Relevant Training Resource Materials

Client Training Support DoD Travel

Interactive Learning Events

How Citi Operates

Client Training Support

Contact us to schedule your training

solutions

– Complete Training Request Form

(www.citimanager.com/dodhome)

Email completed form to:

Commcard.training @citi.com

DoD Travel

Client Training Support – Interactive Learning Events (continued)

Thank you for attending!

Visit the Citibank Welcome Center

– Across from Room#B213

– National Industries for the Blind will have a display of products

– Conference Slide Show – come see yourself shine!

Visit the Citibank One-on-One Lab - B210

Visit the Citibank Mini Sessions – B209

Ask Citi Link – Tell us your thoughts

®

RemindersDoD Travel APC’s

How Citi Operates

How Citi Operates

Karen Young

®

DoD Travel APCs

®

Interactive Training EventsDoD Travel APCs

Citi offers onsite 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 register for these sessions

Upcoming Training

– San Diego, CA – September 21st – October 1st

– Grafenwoehr, Germany – October 18th – October 22nd

– Kaiserslautern, Germany – October 25th – October 29th

Visit www.defensetravel.dod.mil/passport to register for these sessions

On-Site at your office

– 20 participant minimum

Distance Learning - Video Conferences

Please email us at [email protected] and a Citi training coordinator will work with you directly for

On-site or Distance Learning sessions.

How Citi Operates

Terms & Disclosures

Tuesday, July 28, 2009

®

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.

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 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.

© 2010 Citibank, N.A. All rights reserved. Citi, Citi Arc Design, CitiDirect, Citimanger, Citibank Custom Reporting System, Citibank Electronic Reporting System, are trademarks and service marks of Citigroup Inc. or

its affiliates and are used and registered throughout the world.

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.

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