Carrie Ann Zayas is vice president, responsible for supervising, shepherding, and growing the portfolio of activities between PNC’s Enterprise Innovation team and external partners, including major research universities, external intelligence sources, and key technology partners.
As manager of the retail change governance team, Zayas monitored adherence to the change in government policy and the collection of artifacts and supporting governance evidence. As secretary of the retail risk committee, Zayas managed and administrated the forum to ensure broad discussion and assessment of the retail bank risk profile, key risk reporting metrics, review of initiatives, and ensures alignment with PNC's enterprise risk management goals and policies.
Zayas joined PNC in October 1997 as a financial services consultant and was promoted to lead financial services consultant II. In 2002, Zayas led the development of a Spanish-language toll-free telephone line as part of PNC’s Customer Service Call Center, providing Spanish-language customer service for Hispanic customers. Under Zayas' leadership, 1-866-HOLA-PNC grew from two Spanish-speaking customer service representatives to 38 bilingual representatives. In 2004, Zayas was named the first Hispanic segment manager, and in 2005 was promoted to vice president. For over 12 years, Zayas was responsible for reaching diverse customers through existing PNC products and programs as well as creating new culturally and language-appropriate strategies for Spanish-speaking customers and other multicultural segments.
Zayas is active in the Hispanic community, having served on the board of The Pittsburgh Metropolitan Area Hispanic Chamber of Commerce (PMAHCC) and the Hispanic Chamber of Commerce (USHCC) as a member of the Senior Executive Corporate Advisory Board (SECAB). She served as president of the board of La Escuelita Arcoiris, a Spanish immersion preschool in Pittsburgh, and was a member of ALPFA and the Welcoming Pittsburgh advisory council.
She served as the commissioner for Allegheny County for the Pennsylvania Governor’s Advisory Commission on Latino Affairs (2008-2010). Zayas now leads a cohort of PNC HACR Alumni to create a path of increased visibility by preparing high-potential Latinos for positions of influence and participating in the community as an FBI Citizens Academy alumni. She is a member of the Hispanic/Latino Leadership forum called PNC Unidos and the President of the Pittsburgh Latino EBRG.
Zayas earned a bachelor of arts degree from the University of Pittsburgh in Hispanic languages and cultures. She also has a certificate in Latin American studies. In 2004, she earned her professional translation certificate in Spanish/English. Zayas also studied at the Universidad de las Américas in Puebla, México.