RCBC at 64: Celebrating human touch behind innovations
MANILA, Philippines — Marking its 64th anniversary, the Rizal Commercial Banking Corporation or RCBC reflects on more than six decades of progress, growth and constant evolution.
Over the years, the bank has embraced change, adapting to the shifting needs of its customers and the industry, while maintaining its core values.
As the bank celebrates this milestone, it recognizes its technological achievements, but more importantly, it spotlights RCBC’s “relatable humans” who connect with clients on a deeper level to drive these innovations forward. Its people’s understanding of customer needs, dedication to improving services, and vision for the future cemented RCBC as a trusted partner in the financial journeys of millions of Filipinos.
Understanding the customer experience
The ability to understand and improve customer experience has become more crucial than ever, as customers’ needs evolve through time.
For RCBC, it’s not just about staying competitive; it’s about fostering trust and loyalty.
It’s about seeing and understanding the problem from the customer’s perspective; like an employee struggling with managing finances between pay periods, or a business owner keeping up with an inventory of goods while ensuring suppliers and his staff are paid on time.
It’s like putting yourself in the shoes of a senior citizen having to wait in a branch to have his passbook updated, or navigating and trusting a banking app that can ensure his funds are transferred real-time to his loved-ones.
These common challenges prompted RCBC to focus its innovations on real solutions that respond to real problems, empowering customers’ financial journey. And this is what drove the RCBC teams to roll out several key innovations aimed at transforming experiences that make customers feel valued and understood.
Moreover, at the core of these innovations are RCBC talents who leverage their deep understanding of the need, personal insights and truly relate to the perspective of their customers, which make these solutions more authentic, intuitive and user-focused.
Adapting to the perspectives of customers
The demand for convenience and accessibility of banking services on-the-go is growing and customers continue to express their desire for a simpler, more flexible way to handle their finances without being tethered to brick-and-mortar locations.
More than just being able to perform banking transactions online, customers also look into the comprehensive features that provide insight into their financial health. These preferences became the blueprint for designing a new breed of banking app, one that would not only meet customers’ needs but anticipate them.
RCBC Pulz, the bank’s mobile banking platform, is a super app designed to bring together all of its financial services in one place.
The app offers a fresh, intuitive interface with enhanced features and improved security, allowing customers to manage all their banking needs seamlessly—from payments to loans and everything in between.
Easy navigation of the app makes a huge difference for customers, shared Lylah Ballaran, RCBC head of Product Development, Design and Delivery.
“We continue to adjust and update the app to ensure its optimal performance. We sometimes look into online forums to hear firsthand experiences, feedback, and suggestions from our customers. We’ll then evaluate, look at it, and then we’ll do something. We anchor any change that we do with something that has an objective,” she explained.
The journey to creating the enhancements in the app didn’t happen overnight. It was a culmination of years of innovation, extensive customer research, and feedback sessions.
Lylah and her team leveraged their extensive experience in fintech which is a result of years of insight, experimentation and relentless commitment to improving the financial lives of its customers. These have played a vital role in shaping RCBC Pulz’s design and functionality which ensures the app’s adaptability that can grow alongside its users.
As a result, RCBC Pulz now offers an all-encompassing banking experience that empowers its users to take full control of their finances, making it the ultimate financial companion. RCBC Pulz remains the most advanced with the most features among the banking apps in the country today.
Optimizing in-branch banking
While RCBC Pulz already offers convenience, many customers still seek the personal touch and expert guidance that only a physical branch can provide. Understanding this diversity, RCBC continues to improve the in-branch experience for its customers.
The bank upgraded its branches to what is called the Branch of Today (BoT), an initiative that enhanced user experience and streamlined processes to expedite customer service.
Richard Peralta, RCBC head of Branch Services Support Segment, explained that the idea was to develop a program that would serve the best customer journey in their branches.
“We found that the biggest issue is the amount of time clients spend in opening an account. So, Branch of Today was launched initially to enable them to efficiently open accounts. Processing time for a new account used to be about an hour to an hour and a half. Now, it only takes 20 minutes. Later on, we added more innovations called RCBC Assist and Account Opening Portal,” he said.
All innovations were aimed at providing a refined customer banking experience. One key aspect of this initiative is the CX Fundamentals Training program. Introduced in September 2022, this extensive training equips branch staff with the skills they need to create a positive experience for clients. The BoT model not only improves the efficiency of in-branch banking but also ensures that customers feel valued and supported during every interaction.
Real problems, real solutions
Launched in November 2023, RCBC Boz was created to support Micro, Small and Medium Enterprises (MSMEs) by providing them with a comprehensive app that allows for better organized financial activities. This all-in-one tool allows business owners to manage invoicing, track expenses, run payroll, and access real-time performance reports, simplifying the financial side of running a business.
These entrepreneurs often lack the resources or formal training in bookkeeping, which can make reconciling their finances a daunting task, shared Carissa Diomampo-Calderon, RCBC Business Development Division head of the SME Banking Group. RCBC Boz was developed specifically with small business owners in mind, in response to this pressing need.
Drawing from friends and customers who juggle businesses and regular day jobs or those starting their own, she and her team made sure that the app featured what business owners need to optimize their finances.
“We developed the program to address the usual feedback we’re getting from our MSME customers. So it's really about making sure that they are financially aware or they know how to manage their business funds the right way so that they can grow it further. That's what led to the features that we included in the app,” she said.
RCBC Boz continues to be an invaluable tool for MSMEs looking to get ahead in today’s competitive market.
Financial relief for clients in need
RCBC acknowledges that some employees facing cash flow issues between paychecks often struggle to make ends meet. Attentive to their concerns, the bank introduced PayDay Now, a more responsible alternative to ATM pawning (ATM sangla).
The program allows prequalified RCBC Payroll account holders to access up to 40% of their monthly salary at any time, with repayments automatically deducted from their next paycheck.
“As Filipinos, we know that this is a common struggle of our fellowmen. PayDay Now is an alternative that doesn’t entrap them in a cycle of debt,” said Mellrose Pesigan, RCBC Bankard Loans Business Division head. With fees as low as P125 or three percent of the loan amount, this service gives employees access to quick, affordable financial assistance when they need it most.
Currently serving over 200,000 prequalified payroll customers, PayDay Now offers a practical solution for those who need cash fast but want to avoid high-interest loans. Mellrose and the project team designed the product to encourage responsible borrowing, ensuring users don’t take on more than they can manage.
By addressing this very human need—financial stability in times of uncertainty—RCBC help customers maintain control over their finances while avoiding long-term debt.
Mellrose emphasized that the need for PayDay Now came not only from customer feedback but is also backed by data.
“When we reviewed the behavior of our payroll customers, we found that funds would usually be fully withdrawn prior to the next salary credit and customers might need resources during that gap. As the need is urgent, we thought of digitalizing the entire customer journey ensuring that funds are credited to the customer’s payroll account right away. We aim to deliver this solution to our customers with ease, speed, and affordability offering available credit when they need it the most,” she shared.
A future built on trust and innovation
The continuous innovations of RCBC demonstrates that it is not only committed to digital transformation but also to maintaining the human connection that defines great customer service.
The bank’s focus has always been on building trust, and that trust is earned by understanding and responding to customer needs. The “relatable humans” behind these innovations ensure that every new product is grounded in empathy and designed to solve real problems.
Through its customer-centric approach, the bank honors customer relationships that have made it a trusted partner for many Filipinos across 64 years, anywhere they are in the world.
For years to come, RCBC will continue to refine and expand its offerings, keeping customers at the heart of every decision. For the bank, it’s not just about introducing new technology—it’s about making sure that each innovation strengthens the connection between RCBC and its customers, building timeless trust through generations to come.
Editors Note: This press release for RCBC is not covered by Philstar.com's editorial guidelines
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