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Citibank Employee Project

o The Problem: Hundreds of good Citibank employees face the imminent closing of their department

o The Solution: Encourage these employees to join the workforces of the other departments at Citibank

Customer Service

If you like working closely with customers, we want you to join our service team.

Right now we are seeking talented individuals with experience in Customer Service. Your excellent communications and problem-solving skills will answer our customers' needs. And our exciting team-oriented environment is a great place to be!

New Business Front End

We begin our relationship with potential Cardmembers when they first receive solicitation literature from Citibank. Completed solicitations are microfilmed for record retention, and ultimately transmitted to the Account Fulfillment System (AFS).

Verifications

After these applications are keyed into the AFS system, a credit bureau is systematically polled and the information is scored. Calls are them made to verify phone, employment income or secondary names, and an appropriate credit line is set. Should we be unable to obtain the necessary information, a letter is sent to the applicant requesting further details. Our Correspondence unit then verifies the authenticity of these documents to make a credit decision.
Credit Line Increase

If a Cardmember contacts the Phone Center for a credit line increase, we follow specific guidelines. Should the request fall out of these guidelines, the call is given an online referral to the credit line increase unit.

Credit analysts have workstations which allow them to view credit bureau reports, along with existing account and bank relationship information. With this information at hand, analysts can make the best decisions on any request for a credit line increase. The Credit Line Increase department also processes other extensions of credit such as Balance Transfers, Secured Card re-issues, and Deceased Take-overs.

Business Card Customer Service

Business Card Customer Service is a multi-faceted area, gathering all customer-related functions into one diverse unit. Our portfolio consists of three types of clients:

o Large Market defined as Fortune 500 companies o Large Market Miscellaneous defined as mid-sized companies, & o Small Markets defined as small companies

Upon establishing a relationship or program with Citibank, employee cards for Purchasing or Travel and Entertaining can then be issued at that company's authority.

Full Service

Full Service is varied and busy. Here you will handle all day-to-day customer requests in the areas of telephone inquiries, billing disputes, credit line increases, payment investigations, and refunds. In addition, Full Service representatives are active in quality sampling, procedures maintenance and training functions. As a Full Service representative, you can expect to deal with all levels of customer from third party representatives to company CEOs.

Client Account Services

Client Account Services representatives establish and maintain close one on one relationships with the administrators of specific company programs. Here we are responsible for helping establish, monitor, and maintain these programs, generating reports and other specialty items that the companies may request.

Support Unit Representatives in this unit support the Full Service and Client Account Services units. Our functions here are primarily clerical, such as faxing, filing, copying, typing, running PC programs, etc. In addition, Support Unit personnel may be involved with various projects designed to enhance the Unit as a whole.

Secured Card

Similar to a mini-processing unit for New Business, the Secured Card area is responsible for the screening, batching, and verification of secured card applications.

Representatives in this area are in contact with both internal and external customers. Internally, we speak with representatives from New Business, Collections, Security, and the Phone Center in all three sites, while externally we deal with potential Cardmembers and branch banks.

Secured Card has a Reconcilement Unit to manage the CD portfolio and abandoned property, and also ensure 1099 Forms are issued annually.

Collections

Are you service-oriented, and a good problem solver?

Now you can use your excellent communication skills to help create confidence in our customers. As a member of our Collections team, you will give customers the opportunity to get back on track.

Collections deals with Cardmember accounts which are 1-2 months past due. You remind Cardmembers that their account is past due, then follow up with them to see if payment has already been submitted. If they haven't yet submitted payment, you will use your negotiation skills to secure a firm date with these customers, as well as update any changes in personal information.

"How Can We Help?"

You have the opportunity to work with Cardmembers across America in various stages of delinquency, helping enhance their self-esteem through your empathy, listening, and problem solving skills. Your goal is to work with these Cardmembers to establish some form of reasonable and effective payment plan.

Collections utilizes the latest cutting-edge technology including the Speed Pay Process, which enables you to electronically transfer money toward the Citibank account with the verbal consent of the Cardmember. And the technology of Metro Net gives you the power to acquire specific information about Cardmember demographics.

Centralized Collections

Our Centralized Consumer Credit Counseling Services (CCCS) provides a uniform process for working with for-profit and non-profit CCCS offices. In this way you can establish a payment plan that is beneficial to both the Cardmember and Citibank.

Agency Portfolio Control (APC)

Agency Portfolio Control (APC) works with accounts that have been assigned to a collection agency, acting as mediators between the agency and the Cardmember. The APC also works closely with attorneys to collect or obtain judgment for any amount owed, and in certain situations can offer the Cardmember a settlement or other payment option.

This unit is involved in our compliance with IRS 1099C reporting requirements, and can assist the Cardmember in removing specific judgments and liens. Additional tasks include audit functions on the collection agencies to ensure legitimate business practices are being maintained.

National Agency Processing (NAP)

NAP performs a wide variety of functions for the Collections organization and supports our business relationship with outside collection agencies. Activities include:

o centralized collection correspondence o agency statement processing o micrographics (application retrieval) o balance write-off and settlements o attorney billing o obtaining credit bureau reports and updates o involvement in IRS 1099C reporting requirements, & o involvement in asset sales completed by the business
Bankruptcy Prevention

This unit deals with high risk Cardmembers by helping identify a means of preventing bankruptcy and contractual losses. Using a personalized, one-on-one approach, our goal here is to reduce losses while making our customers' lives simpler, easier, and better.

Fraud Early Warning

We want to give you the flexibility to make your own decisions..

We're Fraud Early Warning, a small department. You'll know everyone here by our first names. If you enjoy working patiently with customers, have self-confidence and the discipline to get the job done, we invite you to join our rewarding work in risk assessments and spending patterns review.

The Fraud Early Warning Unit has been in existence since May 1997. We detect and sensitize our Cardmembers about fraud in the early stages, which substantially limits bank losses. We then take the appropriate steps to correct the situation.

We use several authorization files to search accounts for fraud indicators. These indicators include-

o unusual purchase activity o multiple account inquiries o large payments o address/telephone number changes, & o plastic requests

Our representatives place outbound calls to Cardmembers to verify activity, and determine if the information we record is legitimate.

For example, accounts that have several authorizations in one day are queued up for Early Warning to review. We may decide to phone the Cardmember to ensure the charges were made by them. In the event that they are not, a security report is taken, and we educate the Cardmember on how to dispute any fraudulent charges which may have occurred. Many times, Early Warning identifies a lost or stolen card before the Cardmember even realizes it is missing.

Our goal is to reduce fraud losses to the bank by detecting fraud in its earliest possible stages. Above all, we seek to provide quality service to our Cardmembers and employ our Citibank philosophy: "The Only Card to Carry".

Retention

Are you ready to make a positive impact on our customers each and every day?

If you enjoy the sales process and phone work, now is an excellent time to join our upbeat and welcoming Retention department. We offer you the opportunity to go directly to the root of any problem, working directly with our customers to achieve the right "win-win" situation.

In Retention, our goal is to save the accounts of dissatisfied Cardmembers. We carefully identify our Cardmembers' needs, then encourage them to retain their accounts. Our department works closely with Marketing and Security to ensure customers the best possible service.

Cardmembers seeking to discontinue their relationship with Citibank Bankcards are transferred directly to the Retention department. It's our responsibility to clarify their needs and issues through effective questioning and investigation, and then attempt to better match the needs of the Cardmember to other Citibank products and/or services. Ultimately we want to influence them to retain their Citibank Bankcard, and encourage their usage. We also have the opportunity to educate Cardmembers about the benefits and value of using Citibank products.

Although we deal almost exclusively with Cardmembers on an incoming basis, outbound calling is also part of the Retention Center's responsibility.

Key Retention Training

We train all incoming Retention team members in excellent customer service and sales, and offer periodic refresher classes in these key skills.

Our New Incentive Program

And because sales is such an important component of Retention, strong sales performance can increase your earning potential. Now you can benefit through the new incentive program being piloted in Retention!
Transaction Services

You can be the solution to our customers' problems.

If you enjoy day to day contact with customers, please take a close look at Transaction Services. We are seeking positive, team-oriented people to help settle Cardmember disputes. You will help resolve their issues, then enter adjustments to customer accounts through phone and mail contact. Put your excellent customer service and problem-solving skills to work today as a member of our Transaction Services team!

Mail Opening Mail Services This is where it begins- all mail starts in Mail Services. Mail must be sorted through determining the appropriate distribution location. And when departments send mail outbound to Cardmembers, banks, merchants, and/or interoffice to other Citibank sites, the Mail Services unit is responsible for the distribution. Good customer contact skills are required to communicate with outside vendors, such as Federal Express, UPS, and the Post Office.

General Mail Sometimes mail is unable to be distributed through Mail Services. It then needs to be opened, read, and the appropriate location for the mail must be determined. This incoming mail is processed for areas like Payment Investigation, New Business, and Customer Service. Often you will process solicitations from New Business to potential Cardmembers.

Payment Opening Responsibilities here include opening mail payments from Cardmembers, and preparing this information for Payment Processing in Transaction Services. Our representatives use special equipment to extract payments from the envelopes. In cases where the Cardmember has not packaged the payment in the right order, the information must be organized manually.

Central Services Here we provide retrieval and scanning support to all Bankcard departments in South Dakota, Maryland, and Nevada. For example, if a Payment Investigator needs additional media documentation, they will ask for assistance from a Central Services representative. We will then track the requested information through fiche, microfilm, or other documents. Sometimes we receive written correspondence from Cardmembers, usually from Mail Services or General Mail. In this case we prepare the mail by scanning documents into an image system which allows other departments to view the correspondence online.

Payment Processing High Speed Equipment When Cardmembers submit payments, the high-speed equipment in the Payment Processing area will read the coupon information and capture the image of the check. This image will then be handled by data entry operators responsible for keying dollar amounts.

Exception Payments Here we handle payments such as damaged checks, missing coupons, branch bank payments, or single checks for multiple account payments. For example, if a coupon is not enclosed, we will proof the check and draft a substitute coupon to expedite payment posting.

If a Citibank branch bank customer deposits a Bankcard payment into an ATM, the payment may be submitted to our area for processing. Fraud Review and Mortgage Payment processing is also done here. And if a payment is made via Western Union, our area is the contact for processing the payment.

Check Adjustments Our back office unit supports the payment processing area through a variety of functions including: o return checks o unallocated o collection of under-encoded payments o balancing of New York branch payments, & o tracking and balancing payments processed to ensure credit with the Federal Reserve

In this area we interface with Treasury on a variety of levels, such as Federal Reserve adjustments, wire payments, and related payment settlement issues.

Credit Evaluation Here we deal with exception processing which can include applications and solicitation "special requests" (such a rush requests), specific credit line requests, etc. This department is staffed by Credit and High-Line Analysts, each of whom use their best judgment to review credit worthiness of a potential Cardmember.

Our Credit Analysts generally review customer incomes over 75K, while the High-Line Analyst will review those new or existing customers asking for greater than a 25K credit line or additional credit.

Credit Evaluation also processes all credit-related Presidential cases. We work closely with the Private Banking Group's (PBG) and "Focus" guaranteed accounts, as well as Citibank branches around the world.

Card Issuance Here we emboss, encode and imprint all Bankcard credit cards and Retail Branch ATM cards. In this unit we are mostly in contact with other Citibank departments. For example, in order to process a photocard, Nevada Card Issuance will send the photo and requested data to our South Dakota office for processing. And when Cardmembers call the Phone Center to inquire about additional or modified cards, the Phone Center will transfer their request directly to Card Issuance.

We maintain very careful control of our inventory. Every day the inventory is double-counted by two employees to ensure accurate tracking of all cards. Any error could have a tremendous impact on our Cardmembers, so the high quality of our work here is vital.

Statement Processing Did you know? Every month, we send approximately 13 million pieces of customer correspondence to Citibank Cardmembers around the world!

This correspondence comes from Statement Processing in the form of credit card statements, CIS statements, Ready Credit statements, Customer Service letters, Collection letters, PIN letters, BalCon checks, and many other forms of communication. In addition to processing these various statements and letters, we also do almost all of our own zip sorting and presorting. To mail out 13 million pieces of mail each month requires 3 full shifts running 24 hours a day, 5 days a week!