Diversified Global Earnings Growth

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Citigroup Business Model

• Diversified Global Earnings Growth
• Geography, Product, Channel
• Stable and Recurring Income
• Global Business Leadership
• Market Share Leaders
• Product and Service Innovation
• Distribution Development
• Multiple Channel Focus
• Strong Cross-selling Culture
• Management Discipline
• Expense and Risk Management
• Acquisition Integration
• Technology Leadership
• Internet-enabled
• Scale Platforms
• Capital Strength
• Efficient Management
• Conservative Ratios

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Citigroup Culture Supports Business Model

• Ownership
• Meritocracy
• Each Person Can Make a Difference
• OK to Make Mistakes
• Partnership, not Politics
• Employer of Choice Provider of Choice
• Community Service Development
• Do The Right Thing, Every Time, All The Time

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Citi Cards A Major Contributor
2001 Results
Global Consumer Bank 7.4Bn
Citigroup 14.6Bn
Others
15
Asset Mgmt
Intl. / Others
11
32
Banking
Lending
15
Banking
Lending
Insurance
29
10
Citi Cards -
GCIB
NA
40
Insurance
14
Citi Cards -
5
NA
29

• Citi Cards contributes 14 of Citigroup and 29
  of the Global Consumer Bank Earnings

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In the Credit Card Business, We Are
Citi Platinum
Internet
USAC
Wireless
2 Year College
Private Retail Consumer
Paper
Subprime
Chip
4 Year College
Childrens Place
Small Business
Prime
Private Retail Commercial
Agent Bank
VRU
Cash Back
Reward Points
Credit Protector
Bal Cons
Mileage
Fleet Invoicing
Insurance
Essentials
Phone
Drivers Edge
Home Equity
Travel Entertainment
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Citi Cards Locations
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Staffing Overview

• High Volume Staffing Needs
• Customer Service and Sales
• Collections
• Credit/Fraud Operations
• Cards Production
• Payment Research
• Statement Processing
• General Qualifications
• High School Diploma or Equivalent
• Prior Client Relationship Experience
• Basic Computer Skills
• Communication and Interpersonal Skills
• Starting Salary Varies By Location
• 8.00 - 10.50/hour
• Incentive Pay
• Shift Differential
• Career Progression

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Staffing Overview

• Benefits
• Comprehensive Health, Dental and Retirement Plans
• Stock Ownership
• On-Site Child Care and Fitness Centers
• Discounts on Citigroup Products
• Pre-Employment Assessments/Testing
• Drug Testing
• Background Checks
• Work History, FDIC (Dishonesty or Breach of Trust
  Crimes)
• Customer Contact Positions
• Cognitive Abilities (Numerical, Verbal,
  Analytical, Reasoning)
• Personality/Aptitude (Persuasiveness, Influencing
  Skills)
• Training Required
• Internal Training of 3-7 weeks depending upon job
• Training provided in
• Interpersonal Skills
• Computer Skills
• Decision-Making
• Banking/Financial

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Recruiting Web Site
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Recruiting Web Site Operations
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Recruiting Web Site Pre-Screen
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Applicant Funnel For Customer Contact Positions
1 Hire 35 11 4.6 2 1
Inquiries Pre-Screen
Schedule Test Pass Test
Interview Hire
6,400 Hires 225,000 70,000 30,000 14,000
6,400
VRU / Website Pre-Screen Shift, pay, eligibility
to work, type of work
PDI / PSI Cognitive and Motivational Fit

Pre-Employment Test Ability to learn
job, customer service sales aptitude
Application Pre-Screen Job history, applicable
experience, skills
Targeted Selection Interview One or two
interviews, probe job history,

motivational fit, communication skills
Reference, Drug, Background

Checks
New-Hires
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Testing Process for Customer Contact Positions
Candidate
15 min Admin./ Scoring
30 min
60 min
30 min
10 min
15 min
30-60 min
10 min
Completes PSI cognitive skills test battery
Receives specific job information views job
preview videos
Receives individual test results Qualified /
Not-Qualified
Receives contingent job offer or sent home
Completes employment application / candidate lead
sheet and other employment forms
Completes PDI applicant profile
Interview or re-schedules for interview
3 to 5 total hours Up to 5 days, if
re-scheduled for interview
Administration
Scan and score tests, Establish applicant files
Pre-Screen applications
Check applications for background information
Make job offer or send home
Perform interview(s) Determine years of experience
Scan lead sheet
Hiring Mgrs. Give job overview
Distribute letters
Print Q/NQ letters
Decision Point
Decision Point
Decision Point
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Partnership Sites
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Best Practices Conference

• Attended by 65 representatives from Citigroup,
  Local Workforce, ETA Regional and National Office
  and Frontline Global Resources
• Ten Partnership Sites Represented
• Objectives
• Identify Successes and Challenges by Site
• Identify and Share Best Practices and Lessons
  Learned
• Develop Solutions to Overcome Partnership
  Challenges
• Develop Site-Specific Action Plans to Move Forward

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Partnership Successes

• New Hire Partnership
• Hired Over 500 Employees
• Referral of Qualified Applicants
• Broader Applicant Pool
• Diversity
• Retention
• Transportation
• Orientation Sessions
• Welfare-to-Work Seminars
• Job Fairs
• On-Site Testing at One-Stops
• Advertising
• Marketing
• Other Initiatives
• Training Grants
• Outplacement Assistance
• Early Access to Employees Downsized at Other
  Companies

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Partnership Challenges

• Applicant Tracking
• Pre-Employment Screening
• Flow of Qualified Applicants and Ratio of
  Referrals to Hires
• Common Definition of Referrals
• Transportation and Child Care
• Work Hours (24 x 7)

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Summary

• True Partnership
• Continue to Expand Locations and Services
• Key Success Factors
• Consistent with Company Values
• Addresses Business Needs
• Open Communication
• Commitment
• Flexibility One Size Does Not Fit All
• Leverage Best Practices and Lessons Learned
• Patience