Providing meaningful and pandemic-proof banking experience to more customers
Union Bank of the Philippines (UnionBank) has added nine new locations for The ARK, the country’s first fully digital bank branch, bringing the total number of said branches to 50 since the introduction of the first ARK three years ago.
First unveiled back in September 2017, The ARK introduced pioneering features that changed the way people looked at banking, leveraging technology to address the typical inconveniences associated with visiting a bank branch such as long queues, excessive waiting times, and repetitive forms.
The newly transformed branches are located in Novaliches Gulod, Commonwealth, Visayas Congressional, Shaw-Pasig and Medical Center Paranaque in Metro Manila, and Tagbilaran, Cebu IT Park, Bacolod North Mandalagan and Bacolod Lacson in Visayas, making UnionBank’s on-premise innovations accessible to more customers across the country.
With the goal of adapting and evolving to deliver meaningful experiences, these transformed branches allow pandemic-proof banking to reach more and more customers.
UnionBank’s Branch Transformation is not only in physical space but also in digital processes. Customers can enjoy Digital Transaction Portal (DTP) – where paperless transactions and product applications are processed straight through and way faster than traditional. It minimizes contact since transactions are queued once entered on the iPad, no longer needing forms to fill.
Retail customers can also schedule their visits through UnionBank Online while corporate customers through The Portal for less waiting time.
The ARK’s modular design allows easy reconfiguration of the branch to comply with social distancing requirements with floor stickers, digital health checklist posters with QR code for contact tracing in all branches.
Branch safety videos are played in these transformed branches featuring the safety protocol observed for all employees and customers
In just three years, The ARK has already garnered accolades from numerous organizations within and outside the Philippines. Just recently, The ARK bagged two wins at the 2020 Retail Banker International – Asia Trailblazers Summit and Awards, where it won “Most Innovative Branch Offering (Customer Experience Group),” as well as “Best Staff Training and Development Programme (HR)” for its ARK Ambassadors.
Aside from the nine additional ARK branches, UnionBank also recently launched two new UBNK self-service hubs. These hubs are located in UP Town Center and Robinsons Magnolia, bringing the total number of UBNKs in the country to three including the very first UBNK that was launched in Ayala Circuit last year.
UBNK is designed for self-service banking, wherein customers can access essential banking services while minimizing their face-to-face interactions with ambassadors. It acts as a comfortable middle ground for those who now want to move away from branch banking but are not yet ready to fully embrace online banking. These hubs are usually located near supermarkets in malls so that customers are able to make the most of their trip whenever they do their grocery shopping, and in turn lessen the amount of times they have to leave their homes.
UnionBank’s self-service machines, including those present at The ARKs and UBNK, was also recognized for its “Excellence in Customer Experience – Banking Industry Philippines (ATM Ambience Experience)” at the most recent Frost & Sullivan – Excellence in Customer Experience Awards.
“UnionBank has always aimed to empower customers with the freedom to bank on their own terms, and The ARK and UBNK are both part of an ecosystem of solutions that we are offering in line with this aim of ours,” said Chief Customer Experience Officer Ana Aboitiz-Delgado, who is concurrently Chief Digital Channels Officer of the Bank. “We hope to continuously provide meaningful experiences through pandemic-proof banking to more customers.”