PNC employee and WMU alum honored for exemplary performance
Flickinger, who has been with PNC for 12 years, currently serves as vice president and service strategy leader at the Kalamazoo location.
His focus on both customer service and developing talent are two areas where he has made a major impact within the PNC organization. Spending several years as a consultant in the Care Center, he worked the phones to aid customers or led large teams of people who were working in that capacity. He progressed rapidly through the Care Center ranks, going from consultant to team leader to group leader to division leader in just five years.
In addition to his stellar customer and employee experience scores, Flickinger gets great results through his focus on talent infusion. He has developed a strong relationship with the college’s Zhang Career Center, giving PNC a talent pipeline and internship framework that the organization’s campus recruiting team is using as a model for other geographic locations and lines of business.
“We deeply value the relationship with David and his team,” says Geralyn Heystek, director of the Zhang Career Center. “PNC is present at many of our events, connecting with potential talent for the organization and providing us with valuable feedback on how we can evolve our offerings to help better prepare students for roles at PNC. David and his team have a vision when it comes to developing talent, and I know that is just one of many reasons that he is being honored.”
Flickinger also works to promote PNC in the Kalamazoo community at large.
When Flickinger moved from the front lines to the Care Center’s strategy and project management team in 2015, he assessed the role against his own experiences and abilities, identified gaps that could hinder him from delivering for PNC and the customer, and got to work closing them by reading books and asking the experts. He took the initiative to create a tailored leadership program for the Care Center that helps leaders understand what motivates each person they lead every day and the paths employees have for professional aspirations. He quickly built relationships with the decision analytics and research team to understand how to improve the customer experience and helped develop the test/control framework that now exists to understand business potential on a broader scale.
“I have been fortunate to have great leadership modeled to me every day at PNC, so it is easy to pick up the torch and pass it on,” says Flickinger. “My mentors at PNC are all deeply rooted in our organization’s values. With such great examples to look up to, it is easy to see why I was excited for leadership opportunities. I take our values personally and strive to live them each day.”
PNC Performance Award
Established in 1992, the PNC Performance Award is earned by approximately eight employees each year. There are just 219 recipients of the award, which is PNC’s most prestigious employee recognition. The company has grown from 10,000 employees to 52,000 during that time frame, making the award even more elite.