® Working With Citi Sabrina Dyer Vice President

® 2 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 House Rules Working with Citi Federal Agencies

® 3 This course is designed to assist you in achieving the following objective: To ensure Program Administrators have comprehensive detail around Citi’s program support touch points, roles and system tools in helping manage your programs. Goals & Objectives Working with Citi Fderal Agencies

® 4 Interacting with Citi Managing Your Program –Policies and Procedures –Cardholder Controls –Forms System Access Demo CitiManager Accessing GCMS Agenda Working with Citi Federal Agencies

® 1. Interacting with Citi ® Working with Citi 5

® 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 Program Administrator Service –Technical Help Assistance –Activation Status –New Application Status –Account Status Date Maintenance –Balance Information Introduction to Citi Call Types – Call Drivers Federal Agencies 6

® 7 Charge Card Basics Citi Support Team: Customer Service Help Desk Client Account Specialist (CAS) Designated Designated SOTX extension Account Manager Interacting with Citi ® Federal Agencies

® 8 Pop Quiz Who should you contact for web tool support? What is the address to reach your Client Service Officers? What is the State of Texas designated extension to reach your CAS?

® 9 Charge Card Basics Customer Service handles inquiries from merchants, cardholders, Program Managers, third parties, and is staffed to handle calls 24/ 7 to include 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  PA  Change credit lines, cash lines for individuals  Change single-purchase limits  Close and reopen accounts of individuals  Force authorizations in emergency situations Interacting with Citi – Customer Service (888) Collect (904) ® Federal Agencies

® 10 Charge Card Basics Citi Help Desk is available for technical assistance. 7 am – 11 pm 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  GCMS  Citi® Custom Reporting System (CCRS)  Card Statements and Payments (CSP)  Library Interacting with Citi – Help Desk (800) Collect (904) ® Federal Agencies

® 11 Charge Card Basics 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 (63278) Interacting with Citi – Client Account Specialists (CAS) (888) or by dialing (904) collect ® Federal Agencies

® 12 Charge Card Basics Know Your CAS Manager’s five Digit Extension! (63278) Interaction with PA’s and Account Manager to ensure the program is working well: Complete Setup Documentation Build Hierarchy Establish Accounts Card Delivery Account Maintenance Billing Inquiries Special Report Requests Reconciliation Projects Interacting with Citi – Client Account Specialists (CAS) (888) collect at (904) ® Federal Agencies

® 13 Charge Card Basics Know Your Account Managers Strategic Relationship Manager Account Reviews Business Development Ensures Citi Resources Introduces Products Special Projects Interacting with Citi – Account Manager ® Federal Agencies

® 2. Managing your program ® Working with Citi 14

® 15 Working with Citi Establish and publish guidelines and policies for cardholders: Identify card type (Payment Card (Purchase), Travel, CLIBA, One Card, (Travel Advance) Who should receive a card Entitlement Rights Account Controls Cash Advance (where applicable) Time frames (inactive cards/exiting/retiring employees) Expense Reporting Program Oversight – Policies and Procedures ® Federal Agencies

® 16 Working with Citi Your role as an administrator should encompass: Delinquency Management Administrative Actions – Misuse and Abuse – Cash (where applicable) – Policy and procedures Audit and Review – Program Administrator Audit – Reconciliation Reporting Training Program Oversight ® Federal Agencies

® 17 Working with Citi What Controls Really Assist in Managing Your Program? Cardholder Demographics Spending Controls – Credit limits – Transaction Limits Merchant Category Codes (MCC) – Controls the authorization process – Bankcard Industry Standard – Identify Merchants – Listed on CitiManager.com Reporting Online Tools Cardholder Controls ® Federal Agencies

® 18 Working with Citi Program Forms for setup, maintenance and management: PA and other Administrators setups Cardholder Application (Purchase, Travel, One Card, Travel advance card, CLIBA Hierarchy Maintenance Spreadsheet Billing Account Set Up Disputes Auto Enroll Forms ® Federal Agencies

® 19 Pop Quiz A Program Administrator form is required to set up a new Program Administrator (True or False) Which Card application requires both a PA and Cardholder signature? How do you obtain a dispute form? You should use punctuation in an auto enroll (True/False)

® 3. System Access ® Working with Citi 20

® 21 Working with Citi Overview Public Website – 2:00 pm to 3:10 pm ® Citi Electronic Tools & Resources – Federal Agencies

® 22 Working with Citi Overview Login Required – 2:00 pm to 3:10 pm ® Citi Electronic Tools & Resources Federal Agencies

® 23 Working with Citi Applications to help you manage and report: Card Management – Real-time Functionality – declined authorizations changes, demographic changes – Maintenance Functionality – Online Application Reporting – Citibank Custom Reporting System (CCRS) Card Statements and Payments Library CLASS How Citi Can Help – ® Federal Agencies

® 4. Demo CitiManager ® Working with Citi 24

® 25 Working with Citi System Access – CitiManager ® (enter audience here) Federal Agencies

® 5. Logging on to GCMS

® 27 Working with Citi Overview Public Website – 2:00 pm to 3:10 pm ® Citi Electronic Tools & Resources – Federal Agencies

® 28 GCMS Login Screen

® 29 Cardholder/Account User Experience First login two ways for account user ID creation Manual setup by company Program Administrator Auto system generated setup

® 30 Working with Citi Sabrina Dyer Federal Agencies

® © 2011 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. ®