RCBC branch upgrade completed this year

MANILA, Philippines — Yuchengco-led Rizal Commercial Banking Corp. (RCBC) is eyeing to upgrade its remaining 118 branches to the new Branch of Today (BOT) format this year.

In a statement, RCBC’s branch services support head Richard Peralta said the upgrades are an important part of the lender’s digital transformation strategy, aimed at simplifying and making banking easier and more convenient.

Peralta said the BOT initiative is a pivotal step in providing a better omni-channel experience.

“By leveraging cutting-edge technology and customer insights or feedback, we are not only modernizing our branches but also enhancing the overall customer journey,” he said.

“BOT represents a paradigm shift in how we approach banking where customers can seamlessly transition between digital and physical channels and expect the same level of service and convenience across all touch points.”

According to the bank, its commitment to deliver the best customer experience is reflected in the BOT project, which blends physical and digital banking services.

Amid the changing needs and preferences of its clients, the bank implemented enhancements in its end-to-end digital channels and further improved the banking experience in its branches ensuring a smooth omni-channel flow across touch points.

These included designing the digital portal for optimal user experience, faster and painless processes with robotic process automation without losing the bank’s unique brand of personalized service.

RCBC has also invested in training its branch personnel to ensure the quality of its services to its customers.

Peralta said the lender’s branch staff are equipped with the necessary knowledge and skills to provide assistance and guidance to customers across a wide range of transactions.

“Our personnel are there to help customers make their way through various transactions and customer journeys,” he added.

RCBC reported a net profit of P2.2 billion in the first quarter, 39.4 percent lower compared to the P3.64 billion recorded in the comparable quarter last year.

On the other hand, the lender’s total resources expanded by seven percent to P1.23 trillion with the steady build-up of earning assets, which was mostly driven by loan expansion especially in the consumer segment.