Global Citizenship Report 2017

Serving Our Customers and Clients Responsibly Next-generation customer and client service is a key part of Citi’s future growth as a trusted banking partner for people and institutions around the world. We have policies and systems in place to make sure we are always treating custom- ers responsibly and fairly, as reflected in our Code of Conduct and our internal checks-and-balances processes when creat- ing new products. Responsible Marketing At Citi, we are committed to providing clients with the right products and services based on their needs, wants and pref- erences, while adhering to all internal policies and procedures as well as all banking laws and regulations. We take the time to understand the unique financial needs of each client and offer only products and services that meet those needs. We work hard to clearly disclose all the features and terms and condi- tions, including applicable fees and charges, for the products and services offered, so that clients can select and use the product or service best suited for their financial needs. For example, as part of our customer-centric approach to communicating with customers in a simple and easy-to- understand manner, our Global Consumer Banking’s U.S. Branded Cards business continued to deliver targeted video messages in 2017. This content has been well received by customers, who indicate through customer surveys that it has led to increased understanding of key topics. For U.S. credit card customers, we introduced these personalized videos to further educate them regarding the Citi Mobile App, Citi Online, and Fraud Early Warning features. These videos provide straightforward information to cardmembers about how they can more seamlessly manage their account and make payments online, as well as the importance of up-to-date contact information in addressing unusual card activity quickly. Of those customers who watched the digital features video and responded to a survey, 89 percent said that they better understood how to access their account information. In addi- tion, after watching the Fraud Early Warning video, 61 percent of survey respondents said they were not previously aware of the Fraud Early Warning feature before watching the video and 85 percent said they would very likely update their contact information after watching the video. These initiatives are just some examples of our firmwide commit- ment to ensuring that our activities are in the best interest of our clients. More broadly, new products are approved by cross-functional committees that include senior executives from Risk, Legal, Compliance and other relevant units, supported by specialists from Fair Lending, as needed. Citi marketing materials are reviewed by our Compliance and Legal departments to ensure that we communicate clearly and fairly and comply with applicable laws, regulations and Citi policies. Treating Customers Fairly Citi’s Treating Customers Fairly Program (TCF), launched in the U.S. in 2013 and globally in 2015, aligns with Citi’s Value Proposition and our Mission to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.    Citi’s U.S. and Global Consumer Fairness Policies and the TCF Program demonstrate that our culture focuses on the fair treatment of customers and encourages employees to view fairness as a key element of delivering a remarkable experi- ence. The aim of the TCF Program is to deliver products and services that provide value, clarity and dependability, guided by the Fairness Principles that define our standards for our products and services. The program serves as a platform to facilitate conversation, awareness and action among Citi colleagues to materialize our commitment to the Fairness Principles. The TCF Program provides a framework for analysis of consumer fairness concerns and a sustainable model for managing emerging risks. Citi’s Business Practices teams have established formalized escalation processes to facilitate consistent, timely and appropriate identification, analysis and escalation of potential consumer fairness, reputational and franchise risk issues. As part of the program, Global Consumer Banking employees are required to complete annual fairness training to ensure they understand how to identify issues of fairness and how fairness influences real world results. In 2017, approximately 100,000 Citi employees around the world completed the course. Citi 2017 Global Citizenship Report 21 CONTENTS    INTRODUCTION    HOW WE DO BUSINESS     SOLUTIONS FOR IMPACT    APPENDICES Conduct and Culture     Digital Innovation    Talent and Diversity    Human Rights    Environmental and Social Risk Management    Operations and Supply Chain