UnionBank of the Philippines is making waves in the banking sector after its strategic acquisition of Citibank’s consumer banking operations in the country. In just nine months, the bank has successfully integrated Citibank’s IT systems and unveiled a new Credit Decision Engine (CDE) that is reshaping its customer onboarding and credit approval process.
This sophisticated new system has automated over 80 percent of applications for credit cards and personal loans, slashing the onboarding time to under 15 minutes per customer. At its peak, UnionBank has been able to book an impressive 50,000 new credit card and loan accounts each month. The seamless blending of systems is a testament to UnionBank’s commitment to enhancing customer experience while maintaining service continuity.
Since completing the acquisition in 2022 for over SGD 900 million (US$700 million), the bank has absorbed nearly one million new customers. Manoj Varma, UnionBank’s head of consumer banking, acknowledged the pivotal role of the FICO Platform in this transition, noting that it has not only improved operational efficiency but also fostered financial inclusion across the Philippines.
The new CDE is a groundbreaking tool designed to evaluate applicants through a combination of bureau data and alternative sources. This advanced system allows UnionBank to extend credit to previously underserved demographics, including gig economy workers and customers with limited credit histories. By implementing risk-based verification, the CDE expedites approvals for low-risk applicants while applying stricter checks for higher-risk segments. The result? Nearly 40 percent of the credit decision-making process has been automated, leading to fewer manual interventions and errors.
This shift towards automation not only boosts accuracy and speed but is also in lockstep with UnionBank’s mission to promote financial inclusion. “UnionBank has shown how technology isn’t just about algorithms and efficiency, it’s about empowering people,” remarked Nikhil Behl, FICO’s head of software. He further commended UnionBank for building a scalable, inclusive onboarding experience that is both efficient and customer-centric.
Last year marked another significant expansion for UnionBank, as it extended its use of the FICO Platform to manage credit card limit decisions and real-time authorizations. This strategic move has enhanced its customer management capabilities and fortified its standing as a forward-thinking player in the retail banking landscape.
What innovations has UnionBank introduced following its acquisition of Citibank’s consumer banking business?
UnionBank has integrated Citibank’s IT systems and launched a new Credit Decision Engine that automates over 80 percent of credit card and loan applications, significantly reducing onboarding time.
How does the Credit Decision Engine support financial inclusion in the Philippines?
The CDE allows UnionBank to evaluate applicants using both bureau data and alternative sources, making it possible to extend credit to underserved populations, like gig workers, and those with limited credit histories.
What impact has the automation of credit decisions had on UnionBank’s operations?
The automation has reduced manual interventions and errors by nearly 40 percent, improving accuracy and speed while aligning with UnionBank’s strategy to enhance customer experience and financial accessibility.
