U.S. General Services Administration. Working with Citi. Melissa Landis Vice President Citi

Transcription

1 U.S. General Services Administration Working with Citi Melissa Landis Vice President Citi July 2012

2 This material is intended for use by the GSA only 2012 GSA SmartPay Conference Fine Tune Your Payments Program with GSA SmartPay

3 House Rules (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 ed after the conference within 60 days 3

4 Schedules Available at the Welcome Center 4

5 Reminders 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 5

6 Interactive Training Events GSA 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 6

7 Goals & Objectives Department of Defense 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. 7

8 Agenda 1. Managing Your Program a. Charge Card Basics b. Role of an AOPC 2. Introduction to Citi 3. System Access 4. Demo CitiManager 8

9 1. Managing Your Program 9

10 Credit Card Basics Who is involved in the transaction flow? Cardholder Issuing Bank Merchant Acquiring Bank Card Association Processor 10

11 Charge Card Basics Authorization Request Association Brand ACQUIRER Authorization Request Authorization Request ISSUER MERCHANT Authorization Request Presents Card for Purchase Cardholder 11

12 Charge Card Basics Authorization Response Brand Network ACQUIRER Authorization Request Authorization Request ISSUER Authorization Response Authorization Response Authorization Response MERCHANT Receives Merchandise Authorization Request Presents Card for Purchase Cardholder 12

13 Charge Card Basics Transaction Data Flow Brand Network ACQUIRER Transaction Data Transaction Data ISSUER MERCHANT Transaction Data 13

14 Charge Card Basics Settlement to Merchant Pays Interchange Fees Brand Network Receives Interchange Fees ACQUIRER Transaction Data Transaction Data ISSUER Settlement Settlement Credit MERCHANT Transaction Data 14

15 Charge Card Basics Final Settlement Pays Interchange Fees ACQUIRER Transaction Data Brand Network Transaction Data Recieves Interchange Fees ISSUER Settlement Settlement Payment Credit MERCHANT Statement Transaction Data Cardholder 15

16 Charge 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 16

17 AOPC Role Focal point 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 17

18 AOPC Role OMB Requirements 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 18

19 Program Oversight Policies and Procedures 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 19

20 Cardholder Controls How Citi Can Help 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 20

21 AOPC Role Cardholder Management Training tools to help you manage and communicate Cardholder Training User guides AOPC Training Onsite Training Webcast Training Online Help Functions CLASS 21

22 2. Introduction to Citi 22

23 Interacting with Citi Citi Support Team Customer Service Help Desk Client Account Specialist (CAS) Account Manager 23

24 Introduction to Citi Call Types Call Drivers Serviced Within the VRU 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 Federal DoD Agencies Travel 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 24

25 Interacting with Citi Customer Service (800) Collect (904) 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 25

26 Interacting with Citi Help Desk (800) Collect (904) 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) 26

27 Interacting with Citi Client Account Specialists (CAS) (888) or through CS by dialing (904) collect 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! 27

28 Interacting with Citi Account Manager Know Your Account Manager Strategic Relationship Manager Account Reviews Business Development Ensures Citi Resources Introduces products Special Projects 28

29 3. System Access 29

30 How Citi Can Help (enter Federal audience Agencies here) Forms AOPC guides Cardholder guides Training material SmartPay 2 presentations General information 30

31 www. Citimanager.com Overview-Public website Citi Electronic Tools & Resources- 2:00 pm to 3:10 pm 31

32 CitiManager Overview Login Required Citi Electronic Tools & Resourceshome.cards.citidirect.com/CommercialCard/Cards 2:00 pm to 3:10 pm 32

33 Demo How Citi Can Help www. CitiManager.com 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 33

34 Department o Federal (Audience) Agencies Defense 34

35 Working With Citi Survey Department o Defense Please take the course survey online by visiting: or by using the link sent to you via from Feedback Systems. Surveys can be taken through any mobile device. 35

36 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 Citibank, N.A. All rights reserved. Citi and Arc Design is a registered service mark of Citigroup Inc.. 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 carbonemission 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. efficiency, renewable energy & mitigation

37 Logo 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. 37