FNB’s commitment to innovation is integral to our Company culture. It steers how our teams think and add value for our clients and communities. Our longstanding investments in digital technology and our Clicks-to-Bricks strategy have revolutionized the way we deliver products and services, engage clients and prospects, and drive future business decisions.
Conceived and championed by CEO Vincent J. Delie, Jr., our approach leverages a wide array of evolving technology that empowers clients to seamlessly manage their banking relationships across all of FNB’s physical and digital delivery channels. The resulting benefits — more flexibility, better client outcomes, less friction and enhanced transparency — create a one-of-a-kind, modern experience that is reshaping what consumers and businesses expect from their bank.
FNB’s digital strategy is designed to drive client primacy and increase market share through a uniquely full-service approach that starts with a fast, simple onboarding process. The goal is to make it as easy as possible to start or grow a relationship with FNB.
Our flagship eStore platform is the center of our digital ecosystem and gateway to the FNB experience. Built using conventional e-commerce principles, including a shopping cart and checkout functionality, eStore recreates a familiar retail-oriented model for individuals, families or businesses to shop for financial products and services. Available at fnb-online.com, via mobile devices or at in-branch interactive kiosks, eStore enables users to digitally find and compare products and services, open accounts, apply for loans, schedule appointments with banking experts and access financial education resources.
We continue to build out the eStore universe with capabilities that remove common barriers to account opening. For example, with the Common app, we were among the first banks in the industry to introduce a universal application that enables customers to apply for nearly all our products and services with one form. Today, consumers and businesses can apply for more than 50 loan and deposit products at once, saving time and minimizing keystrokes.
Once their new accounts are opened, clients can automatically move their direct deposit and recurring ACH or debit card payments to FNB using our digital banking tools. Our comprehensive online and mobile banking suite provides visibility into and control over the banking relationship, with tools to monitor activity, set a budget, securely manage cards, understand and build credit, and explore financial education. It’s just part of why our clients increasingly choose FNB to be their main financial partner.
Data — its collection, management and analysis — is the engine powering Clicks-to-Bricks. FNB’s data science team translates millions of data points into insights that optimize our internal operations, differentiate offerings and produce meaningful client engagement. The team’s work, in part, enhances the Bank’s fraud prevention strategies, supports the development of more convenient solutions and strengthens FNB’s relationships with clients by enabling bankers to identify tailored recommendations.
In recent years, we have equipped our customer-facing teams with artificial intelligence (AI) resources to drive efficiencies. Generative AI-enabled apps now assist Customer Contact Center and branch employees with questions or procedures related to day-to-day activities. With AI as an employee-enablement tool, our teams can work faster and more accurately while maintaining a personal touch.
As the spaces where Clicks-to-Bricks truly comes together, all our physical locations highlight a synergistic marriage of technology and in-person services. We know that there are still financial conversations that people prefer to have in person, and the branch experience remains a priority for FNB. We see branches as important sites for consultation and education, and as places for bankers and clients to build trust. Our emphasis on engagement is evident in our modern, open floorplan and the way we have evolved our staffing models to focus on relationships, not transactions.
The future of FNB will continue to be geared toward innovation. Along with iterative upgrades to eStore, mobile apps and online platforms, the continued rise of AI and digital assets will present opportunities to refine services and build new ones. Regardless of what technologies and breakthroughs come next, FNB’s strategic direction, guided by Clicks-to-Bricks, will be to ensure each initiative is focused on the seamless accessibility, flexibility and ease that clients expect and deserve.
Our Clicks-to-Bricks Strategy Has Guided the Development of Industry-Leading Technologies
eStore is our award-winning digital banking platform where users can shop for and buy financial products and services. Whether opening a deposit account, applying for a consumer or small business loan or scheduling an appointment to meet with one of our banking experts, it is easy to add products to the shopping cart and check out. For added convenience, eStore can be accessed from anywhere — via our website, through our mobile app or in our branches.
We are one of the first banks to offer a single, universal application for almost all our products and services, including the ability to apply for multiple products simultaneously. Customers can use the Common app to apply for personal loans and checking and savings accounts, as well as for business loans and deposit accounts. We add further efficiency to the process with the FNB Document Center, a secure online portal for customers to upload necessary financial information and documentation in one place, largely eliminating the need to provide paperwork in person. Additional automated tools such as Payment Switch and Direct Deposit Switch ensure the entire onboarding process is fast and simple for new accountholders.
We operate more than 350 branches throughout seven states and Washington, D.C. All of these convenient locations include FNB technology, including interactive eStore kiosks, with our newest offices leveraging a modern, open design that facilitates engagement and consultation. Our branch design was developed in partnership with students at Penn State’s Smeal College of Business, ensuring we meet the needs of the next generation of banking consumers.
Our network of more than 1,800 ATMs includes more than 130 Interactive ATMs (ITMs), which we call ATMs with TellerChat. FNB is a prominent adopter of ITM technology, enabling customers to engage with a banker using live video chat seven days a week, including after typical operating hours. The units have capabilities for a wide range of banking transactions, from check cashing and withdrawing money to depositing cash and checks and processing loan payments. We have developed a prototype for a next-generation eStore/ITM hybrid. Already operational at our corporate headquarters in Pittsburgh, PA, the device combines an eStore kiosk with an ITM to enhance efficiency for customers and present a cost-effective way for FNB to increase its customer access points, including in underserved communities.
The next major phase in the ongoing evolution of Clicks-to-Bricks is a new online and mobile banking dashboard that will provide one holistic view of a client’s entire financial picture, including their accounts that live outside of the FNB ecosystem. We expect to begin the rollout in 2026.
