RCBC elevates customer experience with AI-powered loan approvals

Rizal Commercial Banking Corporation (RCBC) has further advanced its digital transformation with the rollout of an enterprise-wide automated credit decisioning engine that accelerates consumer loan processing and enhances risk evaluation.

According to RCBC Chief Risk Officer, Bennett Santiago, this decision engine streamlines the bank’s loan application process by automating credit assessment, reducing manual reviews, and significantly shortening turnaround time for approvals.

“This initiative enhances operational efficiency, minimizes reliance on manual intervention, and strengthens the bank’s capacity to support its broader growth and digital transformation strategy and more importantly, provide faster access to dream cars and houses to credit-worthy customers”, Santiago said. RCBC’s own data scientists developed the AI [artificial intelligence] machine learning models which powered the decision engine in utilizing data-driven insights to enhance the predictive decision-making and risk management process.

“Agentic AI helps us leverage AI and automation technologies to enable our customers to reach their dreams of having their own car or home. It means giving our customer timely interactions and superior experience when they choose us as their financial partner. ” RCBC Chief Data Scientist, Pamela Cabudoy,said. Without an automated decision engine, loan applications take longer due to multiple validation steps and manual checks.

With RCBC’s tech-to-touch digital execution, customers benefit from faster and more robust evaluations, reducing uncertainty and improving the overall borrowing experience. The automated credit decisioning helps support the business' objective of providing same day approval for preferred segments.The system enables quicker access to funds and, on the other hand, provides declined applicants with faster feedback for reconsideration or negotiation.

The system also uses alternative data aside from the AI scoring models, allowing RCBC to extend credit to customers with limited credit history, including first-time borrowers, young professionals, and self-employed individuals. RCBC said the automation helps the bank improve efficiency, identify high-risk accounts more accurately, and lower bad debt levels.

“By reducing operational bottlenecks and supporting faster decision-making, our AI-powered decision engine strengthens the bank’s capacity to serve more clients thus improving their experience when banking with us,” Santiago further said.

Currently the 5th largest privately-owned bank in the country, RCBC continues to drive innovation through customer-focused, technology-driven solutions that enhance overall customer experience.

Recognized as the Best Bank for Customer Experience and Best Bank for Digital, the bank reaffirms its commitment to harnessing technology to make banking simpler and more rewarding for every customer.