Diverse Customers

As the demographics of the United States and PNC's markets shift, we're making every effort to get to know our diverse customer base and deliver solutions and services to ensure that we are meeting their needs ⁠— at every stage of life. To keep up with those changes, our Diverse Growth Segments team shares marketplace and cultural data and competitive intelligence with internal and external partners, making sure we apply the insights to everything we offer — from customer experiences to product innovation.

Serving Non-English Speaking Customers

PNC provides a wide range of services to non-English speaking customers, including:

• Customer service with interpretation services available in more than 240 languages
• Bilingual employees at key branch locations who meet the needs of our diverse segment customers
• Various resources in Spanish, including educational materials, a designated Customer Care Center line, 1-866-HOLA-PNC, and webpages in Spanish, including pnc.com/espanol
• ATMs featuring languages such as Chinese, French, German, Italian, Japanese, Korean, Polish, Portuguese, Spanish and Vietnamese
• Customized webpages developed for Polish, Chinese, Korean, Asian Indian and LGBTQ+ customers.
  

Financial Education for Spanish-Speaking Customers

Over the past two years, PNC has launched Spanish versions of two of its websites that help users explore the fundamentals of money and credit management. These sites complement PNC’s Spanish-language financial education workshops on budgeting, borrowing and first-time home-buying, among other topics, and are important tools that help serve PNC’s Spanish-speaking customers.

• Fundamentos de la Administración del Dinero is a translation of PNC’s Foundations of Money Management, which is used primarily as a prerequisite for potential customers who do not qualify for a traditional checking account. The 90-minute course, which can also be taken by anyone who simply wants to learn more about money management, budgeting and banking, is accessible to Spanish-speaking users and can be found at es.pncfoundations.com.
• Fundamentos del Buen Crédito is a translation of PNCHealthyCredit.com, where users can learn more about how to use credit and debt wisely. As the health of a consumer’s credit can be important in his or her ability to achieve big financial goals, the site features topics such as how to establish a credit history and how to build positive credit skills. The site can be found at es.pnchealthycredit.com.

Information about PNC's financial education resources for all customers can be found at www.pnc.com/financialeducation.

Customers with a Disability

As part of our commitment to deliver an exceptional customer experience, we offer a variety of products and services to make banking easier, safer and more convenient for all customers, including those with disabilities.  

To best serve those with a disability, we are focused on:

• Better understanding their needs 
• Working with them to ensure that our products and services are provided in ways that meet their needs
• Reviewing our processes for making accommodations so we can constantly improve how we deliver our products and services

Planning for the Modern Family

In the 2010 U.S. Census, non-traditional family structures represented more than half of the total census, a number that continues to grow. Nearly nine years ago, three PNC employees embraced our corporate value of Diversity & Inclusion and established the Planning for the Modern Family National Practice Group. The practice group addresses the unique financial planning needs of customers who do not identify as a traditional married couple with children.

Members of the group are highly credentialed wealth strategists who not only work with their clients, but also volunteer their time and share their expertise with our communities and the news media, which helps keep the needs of modern families front and center. In 2018, group members were featured on the Fox Business Network and CNBC, as well as in the Wall Street Journal and Business Insider. They also presented at professional association conferences, including the Financial Planning Association, Estate Planning Council and the National Association of African American Financial Advisors.

The practice group also serves as a go-to resource for our employees. For example, one of the group’s members was called on to help a local retail branch assist and support a customer who was making account changes as the result of a gender transition.

In 2019, the group will provide new white papers and thought leadership in the areas of late-life romances, banking and lending strategies for unmarried couples, culturally informed financial planning, adoption issues for non-traditional couples and single individuals, and planning for genetic material.

240+

languages available
through our customer service interpretation services