UnionBank of the Philippines: Best Universal Bank & Best Digital Customer Experience Philippines 2020


UnionBank of the Philippines is reaping the benefits of its digital focus and agile operations: retail banking profit doubled in 2019, resources hit a five-year high, and net income increased by 104 percent year-on-year. Listed on the Philippine Stock Exchange in 1992, UnionBank has harnessed the power of technology to get closer to customers. It urges them to imagine a new banking reality, where services are embedded in the fabric of daily life. It has one of the leanest branch networks in the region, with concentrated back-office operations and hundreds of paperless branches, including 50 fully digital branches as well as thousands of ATMs and remittance centres through partnership agreements. UnionBank’s self-service kiosks and online banking services keep Filipinos on top of their finances. New digital accounts surged during the lockdown period, and UnionBank implemented relief measures for consumer debt and facilitated online NGO donations. The bank also introduced a retail loan platform supported by video KYC that reduced processing times. UnionBank pushes fintech boundaries to reach underserved and unbanked communities, and supports SMEs with the financing and digital tools. The bank could fill an armoire with the awards it has accumulated over the past decade. The CFI.co judging panel sees the merits of that recognition, as the bank has spared no expense in the overhaul of its operations. The panel adds its own acknowledgement: dual awards for Best Universal Bank & Best Digital Customer Experience (Philippines 2020).