Citi Taiwan's Investment Banking team and the Asia Pacific Equity Capital Markets and Industrials team supported one of their clients by conducting their first video-conference non-deal roadshow. The Citi team met with the client in Citi's office from 9 a.m. to 12 midnight daily for an entire week to conduct video conferences with investors from around the world.

"We fully demonstrated our seamless coordination and execution prowess, and use our resources and the unprecedented global network to help meet clients' needs. Being there for clients during difficult times has always been our goal." -- Christie Chang, Taiwan Head of Banking, Capital Markets & Advisory

For many of our customers, ATMs are a frequent stop for cash. During the COVID-19 pandemic, ATMs have become even more critical for our customers to bank safely. Naveed, Production Support Lead for ATMs in North America, and his team are closely monitoring performance nonstop, ensuring more than 2,300 ATMs are operating without interruption.

"The ATM channel team goes above and beyond to create a seamless ATM experience for clients, even with increased activity. Citi cares for its employees and clients, and I'm proud that in any crisis we have support from the leadership team, management and Citi overall." -- Naveed A., Lead of Production Support for ATMs in North America

Citi Philippines' colleagues have demonstrated great care and dedication toward clients and colleagues alike. At retail bank branches in Greenhills, Makati and Cebu, our colleagues are teaching clients how to use digital platforms, reassuring them while conducting transactions, and have taken to helping each other get to work via carpools.

"The leadership and selflessness that our branch colleagues have consistently shown these past few weeks speak volumes of their strength and commitment. This challenging time has brought to the fore the qualities we take pride in at Citi." -- Therese Chan, Citi Philippines Retail Bank Head

Citi colleagues from the Philippines Operations & Technology team have been working around the clock to ensure customers can continue to make important financial and business transactions and respond to their inquiries. Thanks to them, the bank continues to serve customers every day, and clients have reached out to commend the efforts and commitment of the team.

"The first quarter of 2020 has been unprecedented and has put all of us to the test. The team has overcome limitations and stayed strong and determined through it all. I am very proud to be working with colleagues who are willing to go above and beyond for each other, our clients and our firm." -- Manish Chawla, Philippines Head of Operations & Technology

Putting the strength of our network, our digital capabilities and advisory edge to work, Citi colleagues from China's Treasury and Trade Solutions Product and Operations & Technology teams facilitated donations on behalf of our clients toward COVID-19 relief efforts in the country.

The Chinese New Year holiday provided an extra logistical challenge, so the team processed transactions manually where needed.

To date, colleagues in China have assisted clients in settling donations of more than RMB104 million committed to COVID-19 relief efforts.

The Citi Brazil team has been hard at work since the COVID-19 pandemic began, protecting the health of colleagues and their families as well as clients and surrounding communities. This included working with other banks in an initiative to offer a line of credit to a medical technology company to produce 4,800 ventilators that will be used in the fight against COVID-19.

"Citi is very proud to be working with the government and other institutions to overcome this pandemic together." -- Marcelo Marangon, Brazil Citi Country Officer

To adapt to COVID-19, frontline workers in Citi's U.S. Retail Banking Network have rapidly adjusted their routines and procedures by upholding social distancing rules, increasing health measures and following split-shift schedules to ensure a healthy banking experience. While it is difficult for these often close-knit teams to be separated, colleagues have found ways to stay connected through video calls and by sending notes of gratitude to one another to keep spirits high.

"The work we do in the branches is essential and meaningful for our communities. These small acts of kindness and appreciation, showing the compassion we have for each other and our clients, is what will continue to bind this team together no matter what." – Mindy M., Head of U.S. Retail Banking Branch Network

As COVID-19 spread in Asia and in Europe early in the year, it became clear that Citi needed to act quickly to provide employees with alternative and safe methods of working. By early March, Citi's Enterprise Infrastructure team began testing and increasing Citi's network and voice capability at each site. In a matter of weeks, 80 percent of our colleagues globally were working remotely.

But it wasn't just about increasing network and voice capacity. The team was also vital in reimagining working arrangements, providing remote access for colleagues that were once site-dependent and developed new onboarding processes for new hires that were joining Citi.

At the start of the pandemic, Tyler supported a New York City hospital by donating boxes of surgical masks he had on hand prior to the outbreak and bought lunches for ER staff. As the situation progressed, Tyler broadened his reach and impact by joining together with his friends and creating "Mask Our Heroes", an initiative to organize mask donations and drop-offs to hospitals across New York. So far, his initiative has donated over 20,000 masks and raised more than $60,000 to help secure personal protective equipment for medical personnel on the frontlines.

"When we hand off the boxes of masks to healthcare workers, there's an incredible moment when our heroes realize they aren't in this fight alone." – Tyler Y., Human Resources, North America

Working in rotating shifts, colleagues in Mail and Distribution Services continue to go into Citi office locations to ensure mail and packages are being delivered. This group has also been critical in distributing COVID-19 supplies, like facial coverings, to countries that need them, and delivers IT equipment to colleagues working remotely.

"We are still receiving items throughout the day, working to ensuring we continue to run as normal as possible. I believe we are doing well to maintain business-as-usual as best we can considering the current situation. We also assist with delivering equipment to people's homes to assist them with their working from home needs." -- Tony H., London Loading Bay Supervisor

While many people around the world are staying home as a result of COVID-19, an essential group of Citi colleagues remain on the front lines. Colleagues in Security Services are diligently working to ensure our offices remain safe and secure and have adapted the way they work to protect their own health.

"In my 12 years at Citi it has been a great privilege to watch Citi grow from looking after the safety and security of 500 employees in Belfast, to over 2,700 today. Now that it has been reduced to approximately 20 critical staff in our Gateway Office and no visitors, it's very different. We have adjusted as a team, offering our usual services, keeping checks on all of our Citi sites and working with other teams to prepare for the eventual return to work." -- Mark S., Belfast Security Manager

When the COVID-19 pandemic began unfolding in Venezuela, Yualmilkay knew she had to use her talent of sewing and designing clothes to help. She quickly began consulting medical professionals in her local community to collect tips on how to properly make masks and was able to sew 200 masks in a matter of days, donating them to elderly people living in Caracas.

"Suddenly I realized my material could be useful for masks. I started to investigate with some well-known doctors and asked for feedback on fabrics, efficiency and any other tips they could share. All doctors were forthcoming, sharing that I should make sure the masks were lined, machine washable and had an opening for filters." -- Yualmilkay G. Head of Audit, Venezuela

In light of the growing pandemic across the globe, Citi's client, RJTB Group, wanted to help in the relief effort and solidify its ability to maintain its employees during such a critical moment. Typically manufacturing and distributing consumer products, RJTB Group was able to redeploy its team and facility along with its global supply chain and logistics network to produce and deliver personal protection equipment to healthcare providers, first in New York and then quickly expanding to support facilities across 42 states.

To do this, the team at Citi was able to support and provide RJTB Group with a $2 million short-term line-of-credit based on purchase order commitments. To date, the company has delivered more than 4.3 million units to facilities that have been in dire need.

With stay-at-home orders in place and as travel slowed around the world, Karen saw that migrant workers in her condo community were stranded in Singapore away from their families and home countries. Wanting to help, Karen and her condo community assembled care packages with food and essential items for these workers.

"Taking action taught me once again that small acts of kindness indeed go a long way in helping to connect with others - whether on the giving or receiving end." -- Karen S., Human Resources

When John joined Citi as a Home Lending Officer at the beginning of the year, he brought 17 years of experience with him to Citi's Financial Center in NYC's Union Square neighborhood. But it was where he lived that help him get off on the right foot with one of his first clients -- a neighbor looking to refinance her apartment.

During the early stage of COVID-19 that was characterized by market volatility, John's client needed to hand-sign asset transfer documents as quickly as possible.

"After speaking with her, I realized we both lived two city blocks away from each other on the Upper West Side of Manhattan. I made arrangements to visit the lobby of her building and we sat on two couches, 15 feet away from each other with a table separating us, while she signed. She was extremely grateful that we made it easy for her under the circumstances." – John P., Home Lending Officer

Citi colleague Venkat Sai Kiran (known as Saiki), an IT Quality Tech Lead Analyst based in Chennai, India, has gone the extra mile to help keep his colleagues and community safe during the COVID-19 pandemic.

Together with his neighbors, Saiki assembled and distributed 185 care packages to families in need. The care packages contained grocery items such as sugar, oil and turmeric powder, packages of tea, toiletries and a face mask. Recipients of the care packages included disabled and widowed community members as well as families of essential workers, including security guards and housekeeping personnel.

Indonesia's Treasury and Trade Solutions team conducted a series of webinar sessions to help clients in dealing with implications from the COVID-19 pandemic.

In April, in collaboration with Citi Commercial Bank, the team conducted webinar sessions on treasury management through digital platforms, which included virtual live demos of CitiDirect BE® to familiarize clients with the platform. The sessions were attended by 80 participants from 40 different clients.

At the end of April, the team capped off its series of webinar sessions with one that focused on implications for businesses and ways to navigate this disruptive period. The session included a comprehensive analysis on the post-COVID-19 economic outlook, policies taken during the pandemic along with their effects, as well as the dynamic of global capital flows. The team expressed their appreciation for the partnership and trust given by clients to Citi, especially during this challenging time.

"Initiatives such as this webinar session are very essential for us to do, especially at a time like this when our clients rely on us the most for stability and assurance." – Tim Utama, Head of Treasury & Trade Solutions, Indonesia

After signing off from work each day, Amber grabs her markers and gets to work drawing fun designs and images on paper bags that she donates to Kids' Meals Houston so they can package children's meals at a local food bank. With every 100 bags she creates, she also donates $100, which goes directly towards purchasing food for Houston-area children. Amber's work is a special touch that brightens the days of local children during these challenging times.

"In the early stages of the pandemic, I wanted to volunteer but I was nervous to volunteer on-site at a food bank. Instead, I looked for virtual opportunities and found a program through Kids' Meals Houston where I could draw artwork on paper bags used for distributing hunger relief meals to the homes of children in Houston. It helps me stay calm and busy after work." – Amber P. Global Brand Team, Houston, TX

In Costa Rica, a group of Citi colleagues, including Ed Sánchez, Citi Country Officer, and Lisa N., Site Head for the Citi Service Center in Costa Rica, collected funds and donated more than 400 lunches to their local police officers. The donation was made possible thanks to colleagues' efforts and with the help of a local microentrepreneur food truck.

As New York City's largest food rescue organization, City Harvest helps those in need by collecting food donations from farms, grocers, restaurants and manufacturers and delivering it, free of charge, to hundreds of food pantries, soup kitchens and other community partners across the five boroughs.

Citi has supported City Harvest’s work combatting food insecurity for more than a decade, raising funds through the Skip Lunch Fight Hunger campaign. In the past, much of the fundraising was done through Citi's headquarters and other sites in the area. But, as the spread of COVID-19 largely emptied out Citi's physical locations, the organizing team was forced to rethink plans and adapt to fundraising in a socially distanced world. A group of team captains – Kshama, Adrian, Jon, Katherine, Julie, Helen, Pierre, Sarah and Kurt – worked across Citi sites and lines of business to drive engagement.

Thanks to the ingenuity of the team and generosity of colleagues, Citi raised more than $309,000 – more than four times the total raised in 2019 and enough to feed over 1 million New Yorkers in need this summer.

"One of the benefits of being virtual is that we actually got a lot of donations from outside the tri-state area. For so many of our people from all over to come together to make this kind of impact on Citi's home community is truly special and something we will always be proud of." -- Michael Burke, Head of International Franchise Management and co-chair of the Citi 2020 Skip Lunch Fight Hunger Campaign

Laurence lives in a fishing village about 30 km south of Manila, Philippines, where many residents live below the poverty line. He and his family have volunteered in his community in the past, but in light of COVID-19, he knew he had to expand his efforts. After purchasing over 1500kg of food, Laurence and his family assembled the food into relief packages to distribute more than 700 food packages in the community. The food packs included rice, coffee, instant noodles, canned goods, sausages, sweet cakes, and biscuits to help fight hunger for those in need.

The COVID-19 pandemic has directly impacted the livelihood and welfare of migrant workers, who represent the lowest income group in Bahrain.

The Citi Bahrain team is supporting 362 migrant workers impacted by COVID-19 – one on behalf of each of its 362 employees for a one-month period. In collaboration with the Migrant Workers Protection Society (MWPS), the team donated one month’s worth of food and personal hygiene supplies, including reusable face masks, to migrant workers. The organization then distributed the supplies that will contribute to over 21,000 meals.

“The pandemic has highlighted the importance of supporting our communities and creating additional capacity to offer critical aid at times of need. Through an array of local and global initiatives, Citi is extending all possible support to the clients and communities we serve across the world." -- Usman Ahmed, Head of Bahrain, Kuwait, Qatar and CEO of Citi Islamic

Francoise used her spare time during COVID-19 to collect tablets, board games, books and movies to donate to children in foster care centers in Madrid, Spain so that they could continue their education online and help put their minds at ease during stay-at-home orders.

Faced with the challenge of how to get these donations to the care centers under strict quarantine measures, Francoise started a social media page focused on promoting good deeds and helping others during COVID-19. Through the page, she was able to get in touch with a group of public transportation drivers who volunteered to deliver her donations in their free time—day or night. This resulted in the delivery of more than 300 gifts and 50 tablets to the children in the foster care centers during the pandemic.

When India went into lockdown amid COVID-19, customers whose cards were due for renewal or were reissued during this period stood the risk of not yet having their new cards to make payments. As a result, the Cards, Banking and Digital teams developed a region-first process that renewed, reissued and upgraded card details digitally. This has enabled clients to continue shopping from the safety of their homes without waiting for the physical card.

"In adversity, lies opportunity. This was the most apt example of how the Citi team, across India and the region, built something even better than the erstwhile process! Customer centricity, collaboration and innovation all brought to bear to deliver for our clients." -- Arjun C., India Head of Unsecured Lending

When new colleagues join Citi they typically participate in group functional and technical classroom style trainings. However, COVID-19 has rendered these in-person sessions impossible.

Determined to keep these critical trainings going, the Consumer Bank Learning team and the business trainers quickly pivoted their teaching methods to onboard new hires on day one from the safety of their homes. Trainings will continue to take place virtually for the time being and may play a bigger role in the future as the world transitions to a digital reality.

“This crisis has really given us an opportunity to assess some of our virtual outlines and figure out how we can better support our facilitators, which in the end better supports the learner experience. It's also an opportunity for all of us to learn how can we successfully deliver a multi-week class virtually, versus in a classroom." -- Dawn A., Training Group Manager

Citibanamex’s Mobile Branch is an armored truck that can travel and is equipped with a satellite system that allows it to offer a range of banking services, including ATM services, from any part of Mexico. Recently, the mobile branch spent three months in the state of Chiapas, which is currently facing great economic and financial inclusion challenges. For some clients who live more than 40 kilometers away from their nearest Citibanamex branch, having the mobile branch available is especially helpful during COVID-19 for their banking needs.

Citi’s TTS team in Latin America is hosting a series of virtual panels with senior leaders from different companies and academia to help clients gain useful insight into COVID-19’s impact and the “new normal” many are facing.

Steve Donovan, Latin America Treasury and Trade Solutions Head, hosted the first virtual session for clients with Dr. Julio Frenk, University of Miami President, to shine a light on key topics related to COVID-19, including the pandemic's impact on the economy.

During the virtual session, Steve and Dr. Frenk also discussed perspectives for Latin America, the role technology plays in driving successful business practices in the future, and practical advice for business leaders.

"We never closed, as you know, we always remained open for business. We're here to continue to support you in any and every capacity. We came into this together and we'll emerge together." -- Steve Donovan, Latin America Treasury and Trade Solutions Head

As part of Citi's ongoing effort to support small businesses – and as an extra thank you to our branch colleagues for their hard work –branch managers are providing colleagues with a special treats like baked goods and delicious meals, all from local restaurants and bakeries.

From New York to California to Maryland, colleagues are showing appreciation for each other and supporting local eateries.

"Our team is deeply committed to supporting our local business owners – even when it's outside our branch doors, and these small acts of kindness can make a big difference. Plus, our branches get to enjoy treats on us as another small thank you for continuing every day to serve our clients." – Mindy Mercaldo, Head of U.S. Branch Network

Former U.S. Marine Randy Lauer, Midwest Regional Head of Institutional Markets Sales at Citi, volunteered by assisting Team Rubicon to help coordinate donations and the distribution of personal protective equipment and food.

“Looking around, I knew that I could have stayed home, but there were people who needed help and I just knew I needed to be there. My son Ted (pictured), who had previously volunteered with Team Rubicon in Texas during Hurricane Harvey, was also able to be with me. After the first day, I "recruited" several other Citi colleagues to join us in the efforts. In addition, my other two sons Pat and Jack also donated their time.” – Randy Lauer

Limited transportation services amid community quarantine in Metro Manila continue to be a challenge for essential workers commuting to and from work. As a result, Citi’s Markets and Securities Services team raised funds to give their support staff mountain bikes to help alleviate this burden. Essential staff that once walked 8-16 kilometers each day to avoid taking public transit, now have a faster, safer and more reliable mode of transportation.

"I am incredibly proud of how readily the team rallied to help. These are the people who support us in our jobs every day, so we wanted to give back and help lessen their burdens in any way during these trying times." – Paul F., Country Treasurer and Markets & Securities Services Head

As the COVID-19 pandemic began invoking stay at home orders across major cities, the Citi Technology Infrastructure team sprang into action to provide Citi colleagues in the Philippines with the necessary computers to allow them to work from home. Over the course of four weeks, the team worked tirelessly to build 600 desktops and laptops and even found innovative ways to rebuild obsolete machines that once sat in storage rooms.

"The amount of work and configuration that went into this project is unprecedented, but through strong commitment and team spirit, the team pulled it off. Thanks to them, we were able to meet the challenge of this dramatic migration, enable our colleagues to safely work from home and maintain business continuity." - Manish C., Country O&T Head