Union Bank of the Philippines (UnionBank) has overhauled its customer onboarding and credit decisioning process using the FICO Platform. The transformation followed the bank’s USD $700 million acquisition of Citibank’s consumer business in the Philippines in 2022, a move that involved integrating IT systems and transferring approximately 1 million customers.

After deploying its new FICO Platform system in only nine months, UnionBank cut customer onboarding times to just 5-15 minutes. The bank now processes more than 80% of credit card and personal loan applications automatically and, at its peak, was booking 50,000 new accounts monthly.

The platform also allows the bank to serve underbanked populations by using alternative data and advanced analytics to assess customers with limited or no credit histories.

“FICO Platform has been instrumental in helping us integrate Citibank’s systems while improving operational efficiency and customer experience,” said Manoj Varma, Consumer Banking Head at UnionBank.

For this project, UnionBank won a 2025 FICO® Decision Award for Customer Onboarding and Management.

“UnionBank has shown how technology isn’t just about algorithms and efficiency — it’s about
empowering people,” said Nikhil Behl, Head of Software at FICO. “Through FICO Platform,
they’ve built a scalable and inclusive onboarding process that is both efficient and customer-focused,” he continued.

Featured image by Lifestylememory on Freepik.