Dedicated DoD Travel Card Customer Service Site Opens

Citi Demonstrates Commitment to GSA SmartPay2® Transition

Dedicated Department of Defense Customer Service Site Opens in Norfolk, VA

We are proud to announce the opening of the new Citi® Customer Service facility dedicated to servicing Citi's newly acquired Department of Defense (DoD) Travel Card program. Located in Norfolk, Virginia, the facility will be supported by some of the same talented staff that supported the DoD under the existing GSA SmartPay contract. In fact, approximately 40% of our Norfolk employees came from your previous DoD Travel Card provider, including site manager, Mallory Anderson. The seamless transition of dedicated support personnel and our investment in the new site demonstrates the commitment Citi has made to providing the highest level of service to our new DoD Travel Card customers.

August 11, 2008 marked the kick-off of the site’s first wave of internal training. New employees were introduced to Citi, its culture and the processes and systems that will help support the DoD Travel Card program. The new employees have already expressed a high level of enthusiasm not only about joining the Citi organization but also about becoming an integral part of this new site and the DoD business it will support. This state of the art 33,000 square foot facility will launch full service operations on November 30, 2008.

DID YOU KNOW?

  • Citi built the new Norfolk Customer Service Center at DoD's request.
  • Nearly 40% of Citi employees at the Norfolk site should look familiar to you. Many of the experienced staff came to Citi out of loyalty to the program and its customers.
  • Citi Customer Service Representatives are available 24/7/365.
  • Our new facility boasts state of the art equipment and training rooms, including two client training rooms with distance learning technology.

Meet the Norfolk Team

We would like to introduce you to a few of the many Client Account Services Managers on our dedicated DoD Travel Card program team in Norfolk.

Karen Young has been providing support and leadership for the Department of Defense Travel Card Program since its inception in 1998, and continues her support of DoD in her new role with Citi. Karen is the Commercial Card Services Norfolk Operations Manager within the Citi’s Global Transaction Services division. Karen has over 14 years experience in the financial services industry. Prior to joining Citi, Karen served as the Customer Service and Operations Manager for Commercial Card Services, including support of Department of Defense at Bank of America.
Jennifer Geygan is the manager for the Employee Training and Quality programs for Norfolk Commercial Card Services. She has over ten years banking experience with a focus on delivering innovative employee/customer satisfaction strategies, employee development programs and process improvement. Jennifer comes to Citi from Bank of America, where she supported the Government Card program for four years. She is a high energy leader who is committed to delivering an unparalleled customer and employee experience.
Mallory Anderson is a Senior Vice President within Citi’s Global Transaction Services division and is responsible for leading the DoD Travel Card Service and Operations group in Norfolk. Mallory has over 18 years experience in the banking industry. Prior to joining Citi, Mallory managed the government card services team with Bank of America for six years.
Deanne Burbee is the manager of the Client Account Servicing Unit for Commercial Card Services in Norfolk supporting the Department of Defense Travel Card Program. She has over 14 years experience within the financial services industry. Deanne joined Citi from Bank of America where she was the Operations Risk Manager for collections, recovery and risk operations.
David Mansfield is a Vice President within Citi’s Global Transaction Services Division and as the Operations Section Manager is responsible for Project Management, Interface File Delivery, Customer Reporting, Level II Support, and the Technical Information Specialists. Dave has over 12 years of experience in government and commercial card credit card programs. Prior to joining Citi, Dave was actively involved in the set-up and ongoing support of the Smart Pay I program for several government agencies. Prior to that, Dave had four years of commercial technical operations experience and served for 23 years in the U.S. Navy Supply Corps before retiring as a Commander in 1992.