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NEW RAC

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This material is for internal use only.
It shall not be photocopied,
reproduced, reprinted or stored in
an electronic devices without
authorization from Citibank Savings
Loan Center. The content of this
material shall not be used in any
agency training programs or any
other purposes besides for Product
knowledge pre-session, except
under the authorization of Citibank
Savings Loan Center This material
must be returned to designated
Private & Confidential Deck 1: For Office use

Agency Custodian after use.


only Oct 2008 Ver 14/RPM
Why this Training?

“No Training, No Sales”


Policy

* Pass the PK Training = Activation of Agent Code

*No short cuts

e
ve e dg
etiti
co mp
Our

Branch Model
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PART 1
Citi/CSI Loan Center

Product Overview

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Company Overview

Beginnings dates back to 1812.


Citi is the world’s largest and most successful financial institution.

•Citi Operates in over 100 countries worldwide. Have more than 300,000 employees
around the world.
•Citifinancial is a proud member of Citi
• February 2003 Citifinancial Philippines re-branded from Associate’s Finance to
Citifinancial Philippines Corp (CFC).
•In the Philippines, we currently have 15 branches + all the CSI branches
• In August, 2008, Citifinancial was integrated into Citibank Savings. Our new name:
CITIBANK SAVINGS LOAN CENTER Private & Confidential Deck 1: For Office use
only Oct 2008 Ver 14/RPM
Citi GOAL

To be the most respected


global financial services company

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Core Business

 LENDING
involves granting of loans to consumers, principally on an
installment basis.

 COLLECTING
We collect to:
- ensure updated loan accounts
- remind and educate clients of their obligations
- secure low delinquency levels

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What is Unsecured Personal
Loan (UPL)?

 NO COLLATERAL Cash loan given


to individuals who are qualified to
have the means and willingness to
repay over a period of time with
interest.

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TARGET MARKET

 Salaried Individuals

 Self employed
 Professionals

 Businessmen

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Target Market
Focus on A, B, & C1 Market H
= igher Ticket Size

Multinational Corporations / Top 1500


Employed Corporations / Business Associations

Class A Subdivisions / Rotary Club &


Self-Employed Jaycees Chapters / Local & National
Chambers of Commerce

Tertiary Hospitals / Professional & Medical


Licensed Professionals Associations

Penetrate through Affluent Sales Force & Branch Relationship Officers

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Understanding Clients’ Needs
 People come to Citi to find solutions for:
Extra Cash
Bill Consolidation
Vanity
Vacation
Tuition Fee
Home Improvement

They need money for Emergency or Just for Fun!

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Credit Process Flow Map
KYC & Pre- Application Encoding
Prescreening sent/Received
Solicitation qualify for
turn-in by CVU

Routes
CVU SUP Contact Telephone back to
Internal File
Review file Point branch for
Check
Verification (BAP/NAS and decide on Verification Verification Loan
pre-approval (if required) (EV,ResV, closing
RefV)

Conduct Credit Disburse


Schedule interview and approval Day 2
check
Loan interview with Budget Analysis and loan Review
/credit
Closing applicant at branch closing client’s
PN, DS account
Signing &
GPT

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Where is this offered ?
CFC Branches & CAU + ALL EXISTING CSI
BRANCHES
 Easy to access  Binondo
neighborhood  Calamba
walk in  Cebu
 Cubao
 Exclusive for
 Davao
Personal loans  Imus
 Ortigas
 Pasay Road
 Facilitates Face  Marikina
to face  San Fernando
interaction with  Sucat
the client  Taft
 West Triangle
 CAU

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KEY COMPETITORS

 Banco de Oro
 BPI
 Standard Chartered
 Chinatrust
 HSBC
 PSBank

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PART 2

PRODUCT
BRIEFING

UNSECURED
PERSONAL
LOANS
August 2007
PL PROGRAMS

 New borrower
Program
- Core programs
- Surrogate programs

 Existing Borrower
Program
-PB (present borrower) renewals

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Unsecured Personal Loan is the answer

Product Features
 no application fee
 no collateral required
 no guarantor asked
 renewal opportunity

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Benefits
 Fast turn around for processing
in as fast as 3 working days for as long as all
requirements are met and submitted
 Convenient payment mode
PDC
 Flexible terms
Tenor: 12,18, 24, 30, 36 and 48 months
 Fixed monthly installment
 Cheaper than credit cards

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How Product
Programs
work

Each program is driven by the following:


1. Risk Acceptance Criteria (RAC)- guidelines set and followed to qualify, screen, verify
and approve clients.

2. Documentation Requirements- paper requirements that would prove the information


given by the client or validate identity.

3. Pricing– prices are based on risk levels.

4. Financial- guidelines as to how to determine final loan amount offers to client

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SEGMENTS (CLASSIFICATION) OF
BORROWERS
A Gross Annual I ncome >=P1.2MM
B Gross Annual I ncome >=P600M to <P1.2MM
Gross Annual I ncome >=P180M to <P600M
Mimimum of 25,000 Credit Limit (as applicable)
CCSP or Credit card holder with an equivalent GAI of
180M

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Product Parameters PER UPL
PROGRAM
Minimum/Maximum Loan Limits

Type Minimum Maximum


Salaried Php 25M Php 1MM

Self Employed Php 25M Php 250M

CCSP Php 25M Php 1MM

Class A Village Fixed at Php 125M

Doctor’s Program Php 25M Php 250M

PB/FB – Salaried Php 25M Php 1MM

PB/FB – Self Employed Php 25M Php 250M

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RISK ACCEPTANCE
CRITERIA (RAC)
Set for each program to serve as the guidelines in
acquiring, evaluating and approving the CSI Loan Center
loans.

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Benefits of
RISK ACCEPTANCE CRITERIA
 Minimum qualification set to easily qualify, screen
and approve UPL Loan applications

 Guide in sourcing more quality accounts

 Identify the “right” type of client

 Help produce quality turn-in

 Reduction of emotional frustration

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RISK ACCEPTANCE CRITERIA

C itizenship
R esidence or Business Location
A ge
RAC = I ncome
N egative findings; non-targeted
CRAINTT occupation
T ime on Job (TOJ)/Business
T elephone requirements

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Risk Acceptance Criteria: Salaried
CRITERIA POLICY
Citizenship Filipino OR Local Res ident Foreigners
Residence or Business Res idence or place of bus ines s m us t be within the branch trade
Loca tion area
Age 21years old at the tim e of loan grant
65 years old upon loan m aturity
Income Follow the Grid in the incom e routes
Non ta rge tte d Negative file : No adverse findings
occupation/ Adve rse Non targetted Occupation/ residence: Overseas W orkers;
Findings lawyers and judges; contractual workers, purely commission
based agents
Time on Job Must be permanent employee
If Probationary, he/she must be in the same line of work for 2
years
Telephone Business landlineAND cellphone
Loan Assignme nt 4x NMI for A& B; 3x NMI for C1;maximum of 1MM

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Foreign Local Residents

 Must be at least 2 years in residence in the Phils

 Must check Work Permit and Visa.

 If the foreigner has been here for 3 years or more,


subject for higher approval

 Permits’ expiry should be within the loan tenor

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Documentation: Salaried
Document Policy
Application
Form Signed by applicant
Photocopy of two(2) valid IDs with at least one (1)
Identification primary ID
Proof of Latest One (1) full month' pay slips ( or payroll sheet).
Income In lieu of ITR, signature on the Attestation Form
Proof of
Residence Not required
For local resident foreigners, Immigrant Certificate of
Residency (ICR) or E.O.226 OR VISA and Work
Local Resident Permit; Loan tenor must not be more than the remaining
Foreigners effective months of the Permits
Others Full-term PDCs

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Primary IDs
1. Passport
2. Driver’s License
3. Tax Identification Number (TIN) with photocard
4. SSS ID (photocard)
5. GSIS e-Card
6. Senior Citizen ID (with non-documentary verification)
7. Current ID issued by AFP, PNP, Air Force, Phil Navy
8. Identification issued by the DFA to memebers of the
Diplomatic Corps

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Secondary IDs
1. PRC ID (photocard) 13. W2 form
2. Medical/healthcard valid for the current 14. Computer-printed pay slip with name, ID
year number and date of birth and address
3. Company ID w/ photo & signature 15. Any Citi credit card or local credit and
ATM cards issued by a reputable
4. Utility bill with name/address of customer bank/financial institution
5. Postal ID 16. Seaman’s record book valid for the
6. Voter’s ID issued by the COMELEC current year
7. Barangay ID 17. Village ID valid for the current year
8. Philhealth card 18. Original marriage contract
9. Employee ID issued by the executive, 19. Certificate of registration of business
legislative and judicial branches of the name
Philippine government (e.g. Congress, 20. Current bank statement issued within the
Supreme Court) last 30 days
10. Civil Service Commission ID 21. Veteran’s ID
11. NBI ID 22. Certified birth certificate
12. Car registration OR/CR with client’s name
and address

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Salaried Program Exercise : Is she in or out?
What’s the issue?

24 years old. Stays with her relatives in makati for 6 months. 6


1.Elsa Teves months on the job at Procter and Gamble as administrative
assistant . Previously worked in San Miguel Brewery as
secretary to VP-Finance for 1.5 years. Ofc. Phone#8405698; No
land line at residence; Cp#09178569003. Salary P25,000.00. Is
she in or out? Any issues?

2.Donna Sy 31 years old. Locally employed as IT Head of IBM. Expat Status.


She is Singaporean. Has been in the Phils since 2005. Salary
P180,000.00 per mo. Has ICR and work permit . Office #7508443;
Landline at condominium: 67049483. Any issues? Is she in or out?
45 years old. Single . Rents an apartment West Pembo for 8 years.
3. Ellen Pua Senior Supervisor at Unilever at SURF Department for 8 years .
Has Citibank Credit Card– silver with 125M Credit Limit. Salary
P35,000.00. Office # 8900001; No land line at home. Is she in or
out? Is there an issue?

4. Cora Santos 45 years old. Boarder for a year at Malugay. Salary: P15,000.
Senior Florist at Sylvia’s Flower Shop. No landline at residence but
has a prepaid mobile number. Is she in or out? Is there an issue?
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Risk Acceptance Criteria: SELF-EMPLOYED
C R ITER IA P OLIC Y
Citizenship Filipino OR Local R es ident Foreigners
Re side nce or Busine ss
Loca tion R es idence or place of bus ines s m us t be w ithin the branch trade area
Re fe re nce s 2 Trade references (supplier) - For S E only
21years old at the tim e of loan grant
Age
65 years old upon loan m aturity
Incom e follow the grid in incom e routes
Non Ta rge tte d Negative file : No adverse findings
occupa tion/ Adve rse Non targetted Occupation: Overseas W orkers; lawyers and judges;
Findings contractual workers, purely com m ission based agents
Tim e on Job Self-em ployed for > = 3 years; Professionals >= 1 year
Self em ployed: Business Landine and Cellphone in all cases
Te le phone
Professionals: B usiness landline and cellphone, in all cases
4x ne t m onthly incom e for Se gm e nt A(>&=B600M gross
Loa n Assignm e nt annual incom e); 3x Ne t m onthly incom e for se gm e nt C1
(< P 600M;) M a x im um of 250,000.00 whichever is lower
Othe rs No Credit Card required;Full te rm P DCs a re re quire d for a ll ca se s

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Documentation:
Self employed
Self-employed
Document Policy
Application
Form Signed by applicant
Photocopy of two(2) valid Ids with at least one (1) primary ID; PRC
Identification ID required for professionals
Latest ITR with BIR or bankStamp
Latest audited financial statement (ensure contactability of
Proof of accountant)
Income 2 month's bank statement (within last 4 months)
Local Resident For local resident foreigners, Immigrant Certificate of Residency
Foreigners (ICR) or E.O.226 OR VISA and Work Permit
Others Full-term PDCs

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Self-Employed Exercise : Is she/he in or out?
What’s the issue?
26 years old, married with 3 kids. Rents a house in Las Pinas for 3
1. Chris years now. 5 years conscessionaire of Canteen at Ankor Annam.
No credit Card. Gross Annual Income P450,000.00. Is she in or
out?

58 years old. Has a 7 hectare coconut farm in Laguna. Has HSBC


2.Hilda Gold Credit Card P150M Credit Limit. No business phone but has
a residence landline. Her Gross annual Income per ITR is
350,000. Is she in or out? What’s the issue

35 years old. Single . Pediatrician.Has a private clinic in her


Caloocan residence. She is a visiting physician of St. Lukes
3. Cynthia Hospital. 10 years in practice. Forgot to renew PRC ID. Net
Income per month P40,000.00. Is she in or out ?

36 years old. Self-employed. Gross Income per ITR: P299,000.


4. Mon Owns a flower Shop in Dangwa. Has AIG Credit card, with 40,000
limit. No landline at residence but has a prepaid mobile number. Is
she in or out?
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Risk Acceptance Criteria: CCSP
C R IT E R IA P O L IC Y
C itiz e n sh ip F ilip in o O R L o c a l R e s id e n t F o re ig n e rs
R e sid e n c e o r B u sin e ss
R e s id e n c e o r p la c e o f b u s in e s s m u s t b e w ith in th e b ra n c h tra d e a re a
L o c a tio n
R e fe re n c e s 2 Tra d e re fe re n c e s (s u p p lie r)- s e lf e m p lo y e d
2 1 ye a rs o ld a t th e tim e o f lo a n g ra n t
Age
6 5 ye a rs o ld u p o n lo a n m a tu rity
In c o m e re fe r to c re d it h is to ry s lid e s
N e g a tiv e file: N o a d ve rs e fin d in g s
N e g a tiv e R e c o rd s/N o n -
N o n ta rg e tte d o c c u p alatio w yne: rs a n d ju d g e s ; o ve rs e a s w o rk e rs ; c o n tra c tu a l
ta rg e tte d O c c u p a tio n
w o rk e rs ; p u re ly c o m m is s io n b a s e d a g e n ts
F o r S a la riemdu, s t b e a p e rm a n e n t e m p lo y e e .
T im e o n J o b If p ro b a tio n a ry , h e /s h e m u s t b e in th e s a m e lin e o f w o rk
F o r S e lf-e m p lo fo y er d> = 3 y e a rs
F o; r P ro fe ssio n>a=ls1 y ear
T e le p h o n e e ith e r a re sid e n c e o r b u sin e ss la n d lin e A N D c e llp h o n e
F o r S ilv e r: 6 0 ,0 0 0 o r 1 x c re d it lim it, w h ic h e v e r is h ig h e r
L o a n A ssig n m e n t
F o r G o ld ,1 0 0 M o r 1 x c re d it lim it w h ic h e v e r is h ig h e r; m a x im u m is 1 M M

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Risk Acceptance Criteria: CCSP

MOB 6 months on books (MOB)

No Late Payment Charges (LPCs) and NO over credit limit


Status (if has LPC and/or OCL in previous
(OCL) in the past 2 months' SOAs
(ABSOLUTELY NO LPCs and month's SOA, the client is still qualified)
OCLs in the 2 months' SOAs)
<=75% utilization on the latest SOA
Utilization
transactor with more than 75% utilization are qualified

SOA- Statement of Account Credit Card Payer Types:


LPC- Late Payment Charges Transactor- Full Payer
OCL – Over Credit Limit Revolver-Not Full Payer

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Risk Acceptance Criteria: CCSP

C rite ria P o lic y


C re d it H is to ry
> = P 2 5 M c re d it lim it; I f c re d it lim it is P 1 5 M to < 2 5 M , at le as t 1 8 0 ,0 0 0
G A I is re q uire d and 1 m o nth p a ys lip o r late s t I T R to p ro ve G A I .
C re d it L im it
F o rS C B , E q u ita b le /J C B , C itib a n k C r e d it lim it > = 3 0 M

F o rR C B C /B a n k a r d : n o t fo r C C S P
C a rd is s u e rA ll is s u e rs in the G rid

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Borrowers with less than 25K Credit
Limit PROCESS
INCOME (PAYSLIP) ROUTE; *CCSP RATE

CCSP RATE MAYBE GIVEN TO BORROWERS with <25M CL but met the 3 Basic
RAC must be met:
MOB; Utilization; Status
Member of Acceptable Credit Card
issuer

Additional Requirement: MUST SUBMIT 1 FULL MONTH PAY SLIP OR LATEST


ITR equivalent to 180M Gross annual Income (GAI).

*This is subject underwriting equivalent to income route. Must pass all the
requirements of NDI, DBR, PTI.

*Loan amount is based on income NOT Credit Limit per CCSP.

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Documentation: CCSP
Docum ent P o lic y
A p p l i c a ti o n F o r m S ig n e d b y a p p lic a n t
P h o t o c o p y o f t w o (2 ) va lid ID s w it h a t le a s t o n e (1 ) p rim a ry ID ; P R C
I d e n ti fi c a ti o n re q u ire d fo r p ro fe s s io n a ls
F o r S e lf E m p lo y e d : L a t e s t IT R w it h B IR S t a m p
L a t e s t a u d it e d fin a n c ia l s t a t e m e n t
P ro o f o f In c o m e F o r n o n -C it ib a n k c re d it c a rd s , la s t t w o m o n t h s S t a t e m e n t o f A c c o u
(S O A ) A N D P h o t o c o p y o f t h e fro n t s id e o f t h e c re d it c a rd (m u s t n o t
e x p ire d ; m e m b e r s in c e > = 6 M O B )
P r o o f o f R e si d e n c e N o t re q u ire d
F o r lo c a l re s id e n t fo re ig n e rs , Im m ig ra n t C e rt ific a t e o f R e s id e n c y (IC R
L o c a l R e si d e n t F o r e oi gr nE e. Or s. 2 2 6 O R V IS A a n d W o rk P e rm it
O th e r s P D C r e q u i r e d fo r a l l

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Exercise : Is she/he in or out? What’s the
issue?
22 years old, married with 1 kid. Living with parents. Credit Card
1. Lala MOB 3 months , 25,000.00 . Gross Annual Income P300,000.00.
Works in EPZA. Is she in or out? What program would you
recommend?

39 years old. Married with 2 kids. Manager of Ministop. Has


2.Mike Submitted JCB/Euitable Card Credit Card P25M Credit Limit. His
Gross annual Income per ITR is 700,000. Is he in or out? What’s
the issue?

20.5 years old. Single . Call center Team Leader. 3 years on the
job. Has Bankard Credit Card 50,000 Credit limit, MOB 7 mos.
3. Kate Gross annua income P300,000.00. Is she in? What product
program will you offer?

36 years old. AIG Credit card, with 15, 000 Credit limit. MOB 2
4. Annie years. Utilization 80%.She is a regular FTI assembly line worker
for 4 years now. Lives in Paranaque. Is she in or out? What will
you offer?
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Risk Acceptance Criteria:
CLASS A VILLAGE
CRITERIA POLICY
Citizenship Filipino OR Local Resident Foreigners
Residence or Business
Location Residence or place of business must be within the branch trade area
35 years old at the time of loan grant
Age
65 years old upon loan maturity
Location of Residence of
Business Residence or place of business must be within the branch trade area
Income P600 documented (ITR/AFS) Gross annual Income (B)
Negative file : No adverse findings
Negative Records Non targetted occupation: lawyers and judges; overseas workers;
contractual workers; purely commission based agents
For Salaried: must be a permanent employee. If probationary,
Time on Job he/she must be in the same line of work for 2 years.
For Self-employed : >= 3 years;
Must have residence landline and cellphone
Telephone
Professionals: Business landline in all cases;
References 2 Trade references (suppliers)
Loan Assignment Loan amount is fixed at P125M
Open to "owners and or spouse" of properties/house within Class A
villages
Others
If failed program RAC/requests for higher loan amount, use regular
RAC

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Documentation: CLASS A VILLAGE
Docum ent P o lic y
A p p l i c a ti o n F o r m S ig n e d b y a p p lic a n t
P h o t o c o p y o f t w o (2 ) va lid Id s w it h a t le a s t o n e (1 ) p rim a ry ID ; P R C ID
I d e n ti fi c a ti o n re q u ire d fo r p ro fe s s io n a ls
F o r S e lf E m p lo y e d : L a t e s t IT R w it h B IR S t a m p
P ro o f o f In c o m e
L a t e s t a u d it e d fin a n c ia l s t a t e m e n t
P r o o f o f R e s i d e n c e S h o u ld b e u n d e r t h e n a m e a n d a d d re s s o f t h e a p p lic a n t
F o r lo c a l re s id e n t fo re ig n e rs , Im m ig ra n t C e rt ific a t e o f R e s id e n c y (IC R )
L o c a l R e s i d e n t F o r eoi rg En e. Or s. 2 2 6 O R V IS A a n d W o rk P e rm it
F u ll t e rm P D C fo r S e lf e m p lo y e d
O th e r s C u s t o m e r re q u e s t in g fo r h ig h e r lo a n a m o u n t is s u b je c t t o ro u t in e
a p p lic a t io n re q u ire m e n t s s u c h a s in c o m e a n d e m p lo y m e n t
ve rific a t io n , d o c u m e n t s

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Risk Acceptance Criteria: DOCTORS
PROGRAM
3 0 y e a r s o ld a t th e tim e o f lo a n g r a n t
Age 6 5 y e a rs o ld u p o n lo a n m a t u rit y
M i n im u m I n c o m e P 6 0 0 M d o c u m e n te d (IT R a n d A F S ) g r o ss a n n u a l In c o m e (
N e g a t i v e R e c o r d s N e g a t i v e fi l e : N o a d v e r s e fi n d i n g s
M u s t b e a d o c t o r, d e n t is t o r ve t e n e ra ria n
M u st h a v e a c lin ic in a h o sp ita l o r c o m m e r c ia l a r e a
T im e o n J o b > = 3 y e a r s in p r a c tic e
T e le p h o n e B u s in e s s la n d lin e in a ll c a s e s ; C e llp h o n e (p re - p a id o r p o s t p a i
L o a n A s sig n m e n t u p to 4 x n e t m o n th ly i n c o m e ; M a x im u m o f 2 5 0 M

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Documentation: DOCTORS PROGRAM

D o c u m e n t P o lic y
A p p lic a t io n F o rSmig n e d b y a p p lic a n t
I d e n t if ic a t io n P h o t o c o p y o f P R C ID r e q u ire d fo r p ro fe s s io n a ls + 1 P r im a ry ID
P R C L ic e n s e ( s h o u ld b e a t le a s t 3 y e a rs , n o t e x p ir e d )
P r o o f o f In c o m Le a t e s t IT R w it h B IR S t a m p / w 2 a n d
L a t e s t a u d it e d fin a n c ia l s t a t e m e n t
P r o o f o f R e s id eS nh ocueld b e u n d e r t h e n a m e a n d a d d r e s s o f t h e a p p lic a n t
L o c a l R e s i d e n tF o r lo c a l r e s id e n t fo r e ig n e r s , Im m ig r a n t C e rt ific a t e o f R e s id e n c y (IC R ) o r
F o r e ig n e r s O R V IS A a n d W o r k P e r m it

O th e rs F u ll t e rm P D C

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
REUNDERWRITING PROCESS
Reunderwriting is done if an applicant from an income surrogate program (CCSP, PB/FB,
Class A Village Program, Doctors Program) wants a higher loan amount or does not pass the
minimum limit requirement, Reunderwriting is required to check capacity to pay. This entails
the following:

 Submission of latest proof of income, i.e.


• For NB Salaried, latest 1 month payslip
• For NB Self-employed, latest ITR and AFS
• For PB/FB self-employed, latest ITR and/or AFS
 Salaried or Self-Employed minimum income and time on job requirements apply.
 Employment and income televerification with a qualified source; employment ocular not
required for self-employed.
 Budget analysis
 Loan amount is up to Salaried or Self-Employed loan assignment policy and up to 75% net
disposable income subject to 50% DBR, 35% PTI, and Total Citi MUE policies.
 For Self-employed, maximum loan amount is P250K. Full-term PDCs are required.
 Applicant will still be considered as part of the income surrogate program

Higher-level approval is not required for these cases provided all other conditions are met.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
Loan Pricing

INTEREST RATES AND


PROCESSING FEE

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
PRICING GRID
Monthly Add-on Rate by Tenor
Segment 12 18 24 30 36 48 Handling Fees

Segment A , B, CCSP Gold - PDC 1.460% 1.457% 1.471% 1.492% 1.517% 1.570% 2500

CCSP Silver - PDC 2.020% 2.031% 2.066% 2.109% 2.157% 2.254% 4% of Loan Amount

Dr. Seg A - PDC 1.460% 1.457% 1.471% 1.492% 1.517% 1.570% 2500

Dr. Seg B - PDC 1.460% 1.457% 1.471% 1.492% 1.517% 1.570% 2500

Class A - PDC 1.460% 1.457% 1.471% 1.492% 1.517% 1.570% 2500

Other Fees:

Closure handling Fee P650

Bounced Check Fee P1000

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
PART 3

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Your Agency is Citi’s Corp’s External
Service Provider (ESP).

 With the Agency-Agent contract you


signed with your Agency, you are also
bound by the terms and conditions
governing the relationship between Citi
and your Agency.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Compliance is acting in
accordance with the letter and
spirit of laws, regulations, &
policies applicable to Citigroup.
 Thus, Compliance is conducting
ourselves in a manner
consistent with the Citigroup
Code of Conduct.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Because “we aspire to be known as the
company with the highest standards of
moral & ethical conduct – working to earn
client’s trust, day in & day out …”
 Because it is fundamental to the preservation
of our reputation.
 Because of the financial cost of non-compliance.
 Because of public-relations cost of non-
compliance.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 You are responsible for safeguarding the tangible
and intangible assets of Citigroup and its customers,
supplier and distributors that are under your control.
 In this regard, you are expected to abide by the
requirements of Continuity of Business.
 Information Security – clean desk, locking up of
sensitive information, non-sharing of password, anti-
piracy of software, disposal & destruction of
information, & non-reproduction of leads provided by
Citi.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 The records, date and information
owned, used and managed by Citigroup
must be accurate and complete. You
are personally responsible for the
integrity of information, reports and
records under your control.
 You are required to cooperate fully with
investigations.
 Never withhold or fail to communicate
information that raises ethical
Private & Confidential Deck 1: For Office use
only Oct 2008 Ver 14/RPM
Citi prohibits sexual or any other kind of
harassment or intimidation, whether
committed by or against a supervisor, co-
worker, customer, vendor or visitor.
Harassment…is repugnant and completely
inconsistent with our tradition of providing a
respectful, professional and dignified
workplace.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
Misusing controlled substances
or selling, manufacturing,
distributing, possessing, using or
being under the influence of illegal
drugs on the job is absolutely
prohibited.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
The safety of people in the workplace is a
primary concern of Citi. Each of us must
comply with all applicable health
and safety policies.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
No person may take unfair advantage of
anyone through manipulation,
concealment, abuse of confidential
information, misrepresentation of
material facts or other unfair dealing
practice.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
Before publishing, making speeches, giving interviews
or making public appearances that are connected to
Citi’s business interests, you must get approval from
your supervisor. In addition, if a publication, speech,
interview or appearance might in any way be
connected to your position with Citi, you must notify the
local public affairs or communications officer for your
business or region.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
You should never accept a gift in circumstances in
which it could even appear to others that your
business judgment has been compromised.
Similarly, you may not accept or allow a close
family member to accept gifts, services, loans or
preferential treatment from anyone…in exchange
for a past, current or future business relationship
with Citi.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
If you choose to participate in the political
process, you must do so as an
individual, not as a representative of
the company. You may not work on a
political fundraiser or other campaign
activity while at work or use company
property for these activities.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
You must not disclose proprietary or
confidential information about Citigroup,
or confidential information about a
customer, supplier or distributor, to
anyone (including other Citi personnel) who is
not authorized to receive it or has no need to
know the information.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
You must safeguard any confidential
information our customer share
with us. You must also ensure that we
use customer information only for the
reasons for which the information was
gathered, unless further use is allowed
by law.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
You must be sensitive to any activities, interests or
relationships that might interfere with, or even appear to
interfere with, your ability to act in the best interests of
Citi and its customers.

You should not use Citi’s name, facilities or


relationships for personal benefit or for outside
work.

You must notify your supervisor of any business relationship


or proposed business transaction Citi may have with any
company... if such a relationship or transaction
might give rise to the appearance of a conflict of
interest. Private & Confidential Deck 1: For Office use
only Oct 2008 Ver 14/RPM
 Privacy at Citi
 Our goal is to maintain your trust and confidence when handling
personal information about you.
 You have choices
 As a Citi customer, you have the opportunity to make choices. As
you consider this, we encourage you to make choices that enable
us to provide you with quality products and services that help you
meet your financial needs and objectives.
 Security of Personal information
 The security of personal information about you is our priority. We
protect this information by maintaining physical, electronic, and
procedural safeguards that meet applicable law. We train our
employees in the proper handling of personal information. When we
use other companies to provide services for us, we require them to
protect the confidentiality of personal information they receive.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Your role:
 You are expected to protect the confidentiality of
personal information you receive from our clients.
 You should comply with the existing policy on SMS
and EMAILS: SMS and EMAIL blasts are not allowed.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 The acts indicated in the
succeeding slides constitute non-
compliance with the terms and
conditions governing the
relationship between your
Agency and Citifinancial.

 Note that the examples cited are


not exhaustive.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Buyer’s Remorse (account that opened
and closed within 1 month)

 Fraud (forgery of signatures on the


application form or any document,
fabrication and tampering of
documents, alteration on the application
form orThe
any other
customer document)
(not the agent) must fill out
the application form.

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Deceitful, Improper Use or Alteration of
Source Code
 Submission of Applications with Fictitious
Identity of Applicant
 Sub-Agenting
 Loss or Damage of Facilities
 Multi-Carrier

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Wrong Information on Promotions
 Wrong Information on Product Features
 Wrong Information on Processing Time
 Account Grabbing
 Changing of Source Codes in Application
Forms Belonging to Another Agent

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Improper Office Decorum (wearing sando, house
slippers)

 Customer Harassment (making advances; raising


one’s voice)

 Use of Foul Language

 Calling Prospects and Customers Outside Specified


Time (9:00 am to 7:00 pm Mondays thru Fridays; and
scheduled appointments beyond this time)
Private & Confidential Deck 1: For Office use
only Oct 2008 Ver 14/RPM
 Use of Take-One Boxes, Direct Mail and
Advertising to Get Clients

 Illegal Use of Citi’s Name, Trademark or Logo


(use of Citi’s name in solicitation or marketing
material, misrepresenting oneself to the public
as a Citi employee)
 Collection of Money from Customers Whether Cash
or Check

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Fine
 Deactivation of Source Code

Private & Confidential Deck 1: For Office use


only Oct 2008 Ver 14/RPM
 Report or clarify the matter with
your Agency Manager.
 If matter cannot be resolved or it
involves your Agency Manager,
discuss with the assigned Direct
Sales Coordinator (DSC) or Channel
Manager (CM).
 If you cannot reach the assigned
DSC or CM, report or discuss the
matter with our Risk Manager (Jania
Fortes @ 9959763) or CVU Head
(Rika Tiukinhoy @ 9951642) or
Compliance Head Jenny Abesamis
(at 9951671). Private & Confidential Deck 1: For Office use
only Oct 2008 Ver 14/RPM

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