Why It's Important to PNC:
Customer preferences are evolving rapidly with more and more PNC customers using online, mobile and ATM channels to complete their business transactions. This requires ongoing investments in technology to meet customers’ needs and remain competitive. PNC is continuing its focus on innovation and technology across its businesses and in communities where it operates.
In 2016 - in an ongoing response to the realities of customer preferences, which continue to evolve due to the increasingly popular shift to online and mobile transactions - PNC consolidated 109 branches while opening 13 new branches and relocating six. The result is a still-robust network of approximately 2,500 branches across our footprint. In addition, PNC converted 167 branches to the “universal” model, which allows branch personnel to focus more on our customers’ financial well-being, while continuing to process customer transactions.
PNC’s commitment to supporting the communities in which we operate extends to those impacted by branch consolidations. Before a consolidation, PNC carefully assesses the relevant branch, particularly if it is located in a rural and/or low- to moderate-income community, to better understand the potential impact on customers. Depending on the potential impact, PNC often engages the relevant community and develops a mitigation plan to best meet the financial needs of local residents and businesses. This plan is unique to each community and takes into account various factors, including but not limited to the channels through which residents and businesses can continue their banking relationship with PNC and the accessibility of a PNC ATM or other bank branch, especially for those who live in rural areas and/or rely on public transportation.
PNC’s plans also consider the need to educate community members about alternate channels, including the Customer Care Center, ATMs, and online, digital and mobile banking. While PNC’s approach to consolidating branches and addressing the needs of those impacted varies by community, we consistently are careful, deliberate and thorough in assessing potential risks and identifying practical solutions.
To further address customer preferences, particularly as they pertain to convenience, PNC equipped 85 percent of our branches with the capability to instantly issue debit cards to customers who opened new accounts or lost their cards. In 2016, PNC issued more than 1.5 million debit cards on demand in branches.
It was 24 hours before her trip to New York when Grace Oxley misplaced her debit card.
“Not only was I leaving for New York City that weekend, I was leaving for Europe in 2 weeks. I thought it took 7-10 days to receive a new card,” said Oxley, a four-year PNC customer. “My debit card is my lifeline for my funds.”
Oxley contacted the PNC call center and was surprised to learn her nearby branch at Bakery Square in Pittsburgh could print a new debit card for her – within two minutes on average.
“I had no idea branches could do this,” said Oxley. “I was surprised at how quickly the card was printed. Plus, I was able to place a travel notice on my card through the branch. My expectations were exceeded.”
PNC maintains the fourth largest ATM network in the country with approximately 9,000 machines, 52 percent of which are off bank premises, providing customers and non-customers convenient access for their banking needs.
51% of deposit transactions now come via an ATM or mobile device. This compares to 30 percent three years ago.
In 2016, we further enhanced customer security by upgrading our ATM fleet to accept EMV or “chip” cards, and we continued to boost our ATM capabilities to deliver both greater convenience and speed.
Maintaining operations and the availability of data and business applications is crucial to providing reliable and uninterrupted service to PNC customers. Not long ago - and largely due to its acquisitions - PNC had more than a dozen small and outdated data centers, which were built to serve companies a fraction of its size.
Recognizing that this was a roadblock to continued growth, as well as customer service, PNC’s leadership asked the company’s technology team to develop and implement a data center strategy to ensure that the bank is able to meet customer, regulator and employee expectations as they pertain to reliability, performance and product offerings.
PNC has established three state-of-the-art data centers that help ensure the availability and recoverability of data and applications in real time. Results from disaster recovery and business continuity tests demonstrate that the bank is doing what it set out to do, which is to deliver on a strategy that provides an “always on” experience for customers and employees.
The execution of its data center strategy not only positions PNC to meet its business continuity and regulatory requirements, but it provides a computing platform that can grow with the bank.
#OneTeam Becomes #GreatKids
In 2014, managers in PNC Technology & Operations (T&O) were searching for a way to make employee recognition more meaningful for both managers and employees. By focusing on how they could recognize individuals while also helping the community, a new pilot program, #OneTeam, was born.
The program allows managers and employees to recognize one another for doing great work and achieving strategic goals by distributing award points through PNC’s Spotlight employee recognition program. While employees typically are awarded points for their personal use, when #OneTeam is included in the recognition, points instead go toward the purchase of iPads for PNC Grow Up Great-affiliated organizations. As an added incentive, employees can participate in delivering the iPads.
In light of its success within T&O, #OneTeam has grown and been adapted for use across all of PNC. Since January 2015, #OneTeam, along with the enterprise-wide program, dubbed #GreatKids, have provided 710 iPads to eligible organizations.
by PNC in 2016
for the majority of transactions, up from 40 percent three years ago.
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