Metro Manila, Philippines – Even as digital wallets surge, many Filipinos still find comfort in the familiar routine of visiting their neighborhood bank. BDO understands this well, which is why its branches are quietly transforming into spaces that blend tradition with technology.
“Generally, our clients—Filipinos in particular—really prefer face-to-face when it comes to their money,” says Cora Mallillin, Executive Vice President and Head of BDO’s Branch Banking Group. “Pera is their future. It’s something they should entrust only to someone they trust. That’s why physical infrastructure remains very important.”
A strong presence
With more than 1,800 branches nationwide—including BDO Network Bank branches in far-flung areas—and over 5,000 ATMs, BDO maintains the largest footprint in Philippine banking. Mallillin notes that even in streets where branches sit side by side, each one remains busy.
She highlights growth areas across Luzon, Visayas, and Mindanao where BDO holds community activities to promote both financial literacy and inclusion. “Our promise is to bring banking closer to Filipinos, wherever they are,” she says.
Machines that make a difference
Innovation, however, is reshaping the in-branch experience. The Service Assist Machine (SAM), for instance, has replaced paper slips. Customers can simply input their details, receive a queue number, and wait comfortably.
Mallillin recalls being pleasantly surprised by how seniors embraced the change. “Once in the province, I saw an elderly woman using SAM with ease. She didn’t want to write on slips anymore. It showed us that even older clients can adapt quickly if the tool is simple.”
The Account Assist Kiosk, meanwhile, allows clients to open accounts or apply for loans without paperwork, while the Universal Teller Machines (UTMs) let customers deposit checks and update passbooks—services unique to BDO so far. By year-end, BDO aims to double its UTMs to 1,000, extending them to malls and other off-site locations.
People still matter
Technology is only part of the equation. BDO stations Customer Relations Officers in its branches to guide clients, especially the elderly or those unfamiliar with new machines. It also has BDO Connect spaces, where clients can speak online to specialists about loans and other banking needs right inside the branch.
For Mallillin, the goal is clear: make banking easy, simple, and secure— whether on the app or across the counter.
“We don’t see physical banks as a lesser component,” she says. “This is where conversations happen—including difficult ones. We listen, we improve, and we find ways.”
In today’s digital age, BDO’s branches are proof that old and new can work together—giving customers the choice of how they want their money matters handled. At its core, BDO shows that empathy towards people with different backgrounds, needs and challenges is of utmost importance. And that’s how BDO makes good on its promise of being a full-service universal bank in the Philippines, providing a complete array of industry-leading products and services, with the client’s convenience in mind, delivering in a simple, easy, and secure way for all.
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