#KwentongBankHero: Brave Faces in Front of a Pandemic
Adversities are opportunities to rise above what is familiar. The challenges brought about by this pandemic taught us to stretch, reach our highest potential, and let a new breed of heroes arise. Stories of heroism will not be left unheralded, not in UnionBank.
#KwentongBankHero is not an ordinary storytelling contest. It is our platform to celebrate small victories, find silver linings, and reveal moments of courage, all anchored to our values of Integrity, Magis, and Ubuntu, as we all face an unseen enemy. These are the top 20 stories of UnionBankers rising above the call of duty.
#KwentongBankHero Stories
Gerald Dwight Castro - Relationship Manager
RBC Vigan, Ilocos Sur
When Gerald Castro was approached by a client who wanted to withdraw in the Bank on behalf of his father-in-law, he saw that the documents needed were incomplete. Gerald remembered his 90-year-old father and understands how hard it is for them to go out because of their susceptibility to COVID-19. Knowing this, he went out of his way and provided a solution for the client and travelled to the client’s home for a transaction he needed.
#KwentongBankHero #Magis #HappyClient
Enrico Robles - Relationship Manager
RBC Luzon South Region
No credit card delivery, no problem! You have your regional manager! I was able to maximize my IATF ID through 5 checkpoints to do a personal delivery of platinum credit cards to the condominium of 2 young founders of a promising fintech company. Because here at UnionBank, we make things happen and this is how we do it!
#VIPTreatment #RelationshipMatters #KwentongBankHero
Rian Rose Monteverde - Branch Manager
BCM Rada
Jingay, an employee of UnionBank with relatives from the military, heeded her parents request to go home to Batangas in fear of the lockdown. But come Sunday, she went back to Manila and brought with her groceries and emergency kits, beating the announcement of the lockdown knowing that she won’t be able to go home for a while. Jingay simply uttered, “Mas kailangan tayo sa branches ngayon.” (The branch needs us more than ever.)
As we talked to each other in a meeting, we discussed our preparations for travelling to work when the lockdown commences. Jingay, Rosebelt, Fermina said in unison, knowing I would drive them to and from work, “Ma’am Ri, alam mo na.” (Ma’am Ri, you already know.) To which my reply was, “May choice ba ko kundi sunduin kayo!” (I have no choice but to fetch all of you!) And we all laughed.
We all know we are needed now more than ever to be at work. Because we are from different areas, we strategically plan our route. From Sta. Ana then to Pandacan in Manila followed by Brgy. Sto. Niño, Quezon City then to Roxas, Makati. I drop them off to their respective branches in Makati and vice versa going home. I will never get tired of fetching these ladies. I draw energy from their dedication and the commitment they always show.
#Magis #Ubuntu #KwentongBankHero #OwnTheFuture
Carlos Milana - Branch Manager
Shares the story of Mary Rose Rodriguez - Sales & Service Assistant
BCM San Fernando City, La Union
Most of us probably have the same problem when going to our office every day in spite of the lockdown brought by COVID-19. It’s not having excuses to go to office but rather finding and looking a means to serve our client. My “pedal” serves as my inspiration to continuously cater the needs of our client.
As a front liner of the bank, I value my job through Magis and my commitment with work amidst the threat and uncertainty of an unforeseen force.
#KwentongBankHero #OwnTheFuture #Magis #Ubuntu #Integrity #TeamElyu
Thess Tolentino - Logistics Services Team Lead
Shares the story of Bernabe Cabarteja - General Services Staff
Logistics Services
Bernabe Cabarteja, one of my colleagues, asked me what he was going to do if most of us will require to work from home and only the critical ones can be at the office. I knew he was worried because he was aware that his task can only be done in the office and he had no issued laptop to use. The only thing he has is a mobile phone that the Bank provided.
When the IATF (Inter Agency Task Force) ID from DTI was issued, he wasn’t included because only the critical units were given. Despite this, he decided to report for work, travelling from Caloocan to Ortigas without hesitation, and worry for another time in case he’ll be held at a checkpoint. The only thing he was worried about is that he won’t be able to contribute for the Bank.
He even asked me what to do in case there’s no work to do at home and if the Bank will still pay him. I assured him that the Bank will continue to pay him no matter what and added that we’ll just ask him to report if the job requires it. His team was already prepared to work from home to continuously provide service with the help of our OSPs.
However, he was very persistent. He still reported to the office and faced the danger along the way. His dedication and love towards his work continues to be there no matter what even if his retirement is closing, July 31, 2020.
He eventually became an assistant to the team, scanning, transferring, sharing and creating files in OneDrive. And this is only his first time doing these tasks. He proved to the team that he can still be productive and a big help to others even if he’s retiring soon.
#KwentongBankHero #Integrity #Ubuntu
Ashley Layug - Sales and Service Officer
BCM – BF Homes Parañaque
As part of BF Homes Parañaque branch, we are the first branch to be transformed to an Ark Lite for the Metro Manila South Region. The branch was hailed as one of the top performing branches for the Ark category in 2019. It was a difficult transition for everyone on the team. From working while the branch was under construction to the introduction of new systems, processes, and machines we will be utilizing.
We had to re-learn everything and look for approaches on how to introduce the new processes to our clients. We remembered the days when we questioned these transitions. We asked what all these were for: Was it just a face-lift for the branch? Was it beneficial to everyone? Then the answer came when the enhanced community quarantine was imposed. It was clear that the transition would greatly help us during these difficult times.
The digitization we’re just hearing years ago are now coming into play right before our eyes. UnionBank has enabled everyone to continue conducting businesses even if offices and outlets are closed. They can process payrolls, fund transfers to other banks, and cash assistance to their employees even at the comfort of their own home.
Our work has been trimmed down due to these advancements and because of the self-service machines available at our branch. Branch transactions are more seamless due to DTP which enabled us to finish the transactions faster with less paper works and filings. It also allowed us to be home quicker to our families.
The BF Homes branch caters to both corporate and retail clients, and we are seeing how the community is enjoying and appreciating all these innovations. People from the community would walk in the branch to open an account, or inquire how to open an account for their companies, or those with existing accounts to have their details updated for them to be able to do online banking.
This post is an appreciation for all those who have worked on our systems. Those who have stayed longer to work on these new processes. Those who have worked beyond working hours to finish their tasks. Those who stayed up late, went home in the early morning, and still manage to wake up in time for work the next day.
We will weather this storm because of your sacrifices. We front liners were called heroes by our president. But the power that enabled and will continue to enable us to push through this battle is fueled by all your sacrifices and hard work.
We may be in the forefront but we will never forget those who worked and are still working behind the scenes. The project managers, the contributors, the trainers, the decision makers, the I.T. Officers, and everyone involved in making UnionBank a strong digital bank, pandemic-proof with a heart, you are all heroes!
#KwentongBankHero #TeamBFHomes #MetroManilaSouth
Michelle Amores - Branch Manager
BCM Shaw, Mandaluyong
Digitalization: UnionBank answers to COVID-19 pandemic
The world wasn’t prepared for COVID-19 but UnionBank must have seen this kind of situation coming. Time and money were spent by the Bank for its digitalization. And this was the perfect time to show our commitment and Magis to our customers.
The UB app allows bills payments and cash transfers in the security and comfort of our client’s homes especially during the enhanced community quarantine. The PORTAL helps our corporate clients credit their employee’s payroll without delay even if signatories are geographically apart and so many more services convenient for those working at home.
These new advances created a big impact to us employees, creating less queuing inside the branch which makes us less exposed to the virus. I also appreciate the fact that we can go home early and spend more time with our families because transactions are now paperless. It’s always a win-win situation.
With the Bank’s Ubuntu spirit, compassion and kindness are felt by everyone by doing one’s roles and functions. Alfred Amon, our security guard, pedals his bike for hours to get to the branch on time. Kuya Ramil delivers their lunch from Kinuron and distributes it to the branches. Kuya Kenjie and Ate Kim tirelessly cleans the branch for their health and safety. The service drivers pick up the branch employees from their homes to the branch and vice versa every day for work. Finally, I salute the whole Shaw Mandaluyong branch, my family, who despite their fears and anxieties, were committed to get up and be present each day to serve our customers with a smile. We rely on faith and pray that we can survive until the end of this pandemic. We must thrive to survive. We work as one to heal as one. 
#KwentongBankHero #OwnTheFuture #KwentongDigital #MetroCentralTeam #ShawMandaFamily #WeThriveToSurvive
Charlaine Navajas - Call Center Team Head
CEG Call Center Inbound
Not everyone knows this but I said to myself, “I won’t work from home until all of us will be able to do so.” (Hindi ako mag work from home until all of us will be able to do so.) 
We always say that no one will get left behind. That’s why I’m very thankful to the guys who stayed and helped me along the way. They are leaders who are utility men, delivery men, drivers, and shuttle service drivers. Truly, not all heroes wear capes.
That’s why we will continue to report to our head office until everyone in our unit can stay at home and continue to do their daily tasks without risking their health.
Just a bit more patience and we’ll get homes to our loved ones. May the spirit of #Magis and #Ubuntu continue to guide us.
A big thanks to Team ECC and FMG for your continuous assistance.
#TeamCEG #KwentongBankHero
Rodel Garcia - Senior Inward Payments Team Head
Payments Channel Management
I want to flex our #TeamPayments a.k.a. Remittances. We were among the last teams to join the WFH setup because of the complex security requirements of the systems we are accessing.
Mon and Mheg sometimes patiently walks from their home to the office in the morning so they can help the branches open on time.
Alan always comes to work early even if he gets flagged at checkpoints.
Tin came to work on her birthday to ensure her laptop was configured to enable a work-from-home setup. It was a different kind of birthday celebration in light of social distancing and scarcity of food delivery service at that time.
Ruby pleaded with her family to let her work for 2 more days until the work-from-home setup of the team was being finalized.
Melai patiently waits in the scorching heat for their service car at the pick-up point.
Ryan continues to work in the office because of the weak internet in their residence so he can continue to deliver their services to the clients.
I want to thank them collectively for their willingness to adapt to the paperless work challenge. It wasn’t easy because we are dependent on physical transaction for Payments for the longest time. Because of this type of work, there would always be arguments, but their objective to fulfill their customer commitments will always their priority.
Thanks, team. You make me proud. Stay healthy and stay safe!
P.S. Extending our thanks as well sa BSG for their support with their service car and food allocation.
#KwentongBankHero #OwnTheFuture #Ubuntu
Japhet Luistro - Center of Excellence Manager
HRS Organizational Capability – Center of Excellence
We are truly living at a time of extreme uncertainty and unpredictability.
This is why it is important that we, UnionBankers, are agile and ready to respond to whatever changes we will have to face in light of this pandemic.
Just last week, when the government declared the enhanced community quarantine, our Bank’s front liners suddenly found themselves in need of BSP-issued IATF IDs. With no time to spare, a ragtag team of volunteers from HR was formed, all with the inherent desire to provide support to our frontline heroes by creating and delivering over a thousand unique IDs for them.
The team was put to the test, as everyone was working remotely, and communication can only be done virtually. Yet, we did not let this get in the way of our collaboration and instead turned this to our advantage. We made use of the tools available to us – Viber, Teams, and OneDrive – to make sure that we are aligned with our objective and updated with our progress at all times.
Furthermore, recognizing the importance and urgency of the IDs, the team worked fast, and even sacrificed time off of their weekends, just so that they can achieve the goal of ensuring that no UnionBanker is left behind, and that our skeletal workforce would still be running to continue our operations for the communities that we serve.
This is indeed a perfect example of #Magis and #Ubuntu at work.
The IATF Taskforce was composed of Daisy, Andy, Arlene, Bas, Blessie, Jap, Jaysel, Jenny, Jokes, Kyle, Nick, Shangy, Tina, Vina, and Zi.
#KwentongBankHero
Janet Gapusan - Branch Manager
BCM Laoag, Ilocos Norte
Not all heroes wear capes, fancy colorful outfits, or shiny shoes. Not all heroes can fly, run fast, or have superpowers. It is fascinating to know that real-life heroes are too far from those we see in the movies. But there is one thing that heroes – fiction or real-life – have in common, they sacrifice to help others.
The value of #Magis is carried out through us, UBP heroes, who, from the beginning of the quarantine, are courageous and enthusiastic to extend the best service we can offer to our clients for the continuity of their daily transactions and errands amidst the pandemic.
The uncertainty of the situation bothers us, and the rapid spread of the disease compelled the government to shut down all public transportation temporarily. We have to walk 3 to 4 kilometers passing by highways, bridges, and a neighbor town to reach the branch for us to deliver the service to our clients. It is exhausting to walk a distance that far and worry about possible exposure to the virus. But to fulfill your duties beyond your expected capability is something you should be proud of.
True heroes fight with a heart.
Agnes Robel - Sales and Service Officer
BCM Lipa City, Batangas
When the lockdown was imposed no one was prepared for it. And one of our concerns is how we are going to work because of the travel restrictions. Lima Branch was blessed to have a manager who is willing and wholeheartedly volunteered to fetch and drop us to our houses every day.
Early on the ECQ and checkpoint implementation, he was flagged at a checkpoint after dropping us off. The authorities found out that he is from San Pablo City, and was not allowed to enter Lipa City. He opted to take another route going to Tiaong to go home to San Pablo City.
We may not have photos to document the struggles and sacrifices our manager encountered under this ECQ, but we will treasure and never forget it.
To our Manager, Sir Alfred Sebastian Fandino, ‘Thank You’ for ensuring our safety, and for your sacrifices so that we can be of service to our clients.
We Salute you, Sir!
Judith Sierra - Card Productions Team Head
BCM Laoag, Ilocos Norte
The Card Production Team (CPT) continues to produce and deliver during the Enhanced Community Quarantine. While some of us have started working from home, Vic Noynoyan volunteered to stay in-house on weekday. Together with some of our Outsourced Service Providers (OSPs) who live within Metro Manila, they remain in the office as it would save them time and trouble on transportation arrangements. At night, they sleep without the comfort of their beds and the company of their own family. Alfie Dilapdilap, on the other hand, would pick-up and drop-off a few of our OSPs on his way to work daily.
Through these efforts, we continue to operate normally, attend to our duties effectively, and fulfill our commitment to our clients. Thank you for your dedication and flexibility, CPT! Thank you also to our Security, and Basement and Business Teams for providing the needs of our team members.
Jerlou dela Peña - Sales and Service Officer
BCM Eastwood City
Leaving for work daily despite the pandemic is scary. Stepping out of the house feels like putting my family at risk. These thoughts make me doubt my roles as an employee, a mother, and a wife. As days go by, I realize that this is not just a job, but a commitment to every client of UnionBank.
Despite all of these, I’ve focused on the silver lining. Seeing myself every day, giving hope to our clients, and knowing that the means to provide for their family depend on us, makes me smile and gives me strength that we will all get through this. These assure me that there will be brighter days.
To my branch manager, Ana Louwallein, thank you for being my carpool service every day, and for the encouragement and words of wisdom. To our SSA, Paul Almazan, thank you for reporting to work without hesitation. To our RSOO Sir Mike Martinez and our SrBrm Annie Meniano for attending to our needs and concerns, thank you so much!
Prince Philip Principe - Sales and Service Assistant
BCM Dasmariñas, Cavite
The everyday trials we go through due to COVID-19 is no joke.
As bank employees and among the front liners, we need to explore options to get to work so we can serve our clients. We also understand the dangers of our jobs, especially because we face different people daily, and we will never know if someone has already been infected.
Employees in our branch were exposed to a client who turned out to be COVID-positive. We experienced being quarantined, and during these days, we felt fear and anxiety. We drew emotional strength from each other and became stronger physically and mentally. We checked on each other daily and prayed we were not infected. When the quarantine period was over, we were all cleared! Thank God we remained strong.
Our good BRM, April Anne Perez, gives us full support and sacrifices for us to get to work. Even though she lives far and goes through a lot of checkpoints and detours, she finds ways to show up every day. Our RM, Anna Rose Sidiangco, carpools us to homes and terminals, and waits until we get a ride first. Our SSO, Racie Dumrique, always puts up a brave face, driving and going through checkpoints to get to work. And I, Prince Principe, as SSA, rents a motorcycle to go to work every day. I’m not used to riding a motorcycle and take the highway, but I have to.
I know it is not easy for us to do this every day. We have children and spouses waiting for us, but instead of hugging them when we get home, we have to wash up and ensure that we are clean and virus-free when we face our family.
This is our fight against an opponent that we don’t see.
Hats off to all of us who are always ready to serve our clients and our nation.
Carolina Ferranco - Sales and Service Officer
BCM ADB Avenue
“Ma’am, saan po tayo?” (Ma’am, where are you going?) one of the military officers asked. “UnionBank po, sir,” (I’m going to UnionBank, sir) I replied and showed my ID at the checkpoint. “Sige po, ma’am. Ingat.” (Alright, ma’am. Take care.)
Checkpoints are among the many struggles I have to go through whenever I leave the house. I work as a Sales and Service Officer at the Exchange Regency Branch in Ortigas Area. Every day, I feel proud because I try to find ways to get to work.
As the COVID-19 cases arose, my usual routine as a mother, wife, and bank personnel changed. I always need to go the extra mile to do my duties. It’s hard leaving the house with thoughts that I might get infected, or something terrible might happen because I have a child—my little boy who is always excited to hug me whenever I arrive.
Some people might think that we are doing this because we are paid, but we are doing this because we want to fulfill our duties to our beloved company. Likewise, this is for our co-workers and the Filipino people who need our assistance every day.
Every time I enter the Bank, I keep in mind that this is my job; this is what I promised to do. I work hard because I know that many people will benefit. I want to see the smile of the clients I serve and hear them say, “thank you.” They are my inspirations. Even when the pandemic ends, I will always be a Bank Hero. A selfless hero who joins our front liners in serving other people and help them in their needs during difficult times.
I would like to take this opportunity to give thanks, and acknowledgment for the support that I am getting from my leaders, schedulers, managers and other company heads Mr. Dennis Bico and Mr. Bon Christian Garcia
Belleza, Ms. Jhons Kie, Ms. Miriam Carag, and Ms. Sugar Macol Martin, who join and guide us in this journey as one bank, one branch, and one family.
Ikaw? Ano ang #KwentongBankHero mo?
Jhoe Alaine Roldan - Sales and Service Assistant
BCM Makati Avenue
As we commemorate the Day of Valor today, let us also take this time to remember our modern heroes: We, the front liners. Each of us has stories and sacrifices to tell, and now, I would like to share mine.
I used to commute prior to the Enhanced Community Quarantine (ECQ). Now, I take my e-scooter from our house in Navotas, going to Makati City, which is a 20–kilometer ride. My usual route is from Navotas to C4 Road then C3 Road to Pritil Market then Abad Santos to España Ave. to Sta. Mesa then Mandaluyong to Makati. That’s 4 cities with 3 checkpoints during ECQ.
It’s risky, but I can manage. No excuses. I know we are all afraid. Even I have second thoughts about going to work for the sake of my parents’ peace of mind. But again, I choose to fight with my workmates.
Be proud, Unionbankers! 
We really are making Da Diff.
P.S. I am thankful that now, we have our shuttle service going to work. My trip is shortened, and I only ride my scooter to the pick-up point. This is a great help to ensure we get to work safely.
Judith Canlas - Branch Manager
Shares the story of Juvelyn Sibua - Sales and Service Assistant
Greenbelt
Ubuntu during ECQ, humanity towards others!
I grew up with a deep fascination with superheroes, protagonists, heroes, and heroines. I grin with anticipation for Halloween each year, because I get to dress up as my favorite superhero for costume parties.
A crisis like this is a test of character. For so many people, they battle for daily survival, while some struggle due to boredom and disruption of their routine. But for us, UnionBankers, WE MAKE A DIFFERENCE. We stay committed to our profession and sworn duties and responsibilities.
I respect and salute all of the people who choose to go out and serve our countrymen. To our front liners, thank you very much for your sacrifices and dedication. Amidst the pandemic we are experiencing, let’s not forget to Pray to God. We were saved once, and we will be saved again.
I would also like to thank my superiors, who motivate me and have been my inspiration to stay positive and be good, Ma’am Judith Canlas, Ma’am Elyn Del Rosario, and Sir Raymund Soledad.
My pandesal sharing experience makes me feel that I am still blessed and that God uses me as His instrument and be a blessing to others.
As they say, “Not all superheroes wear capes.”
I am Juvelyn “Juvy” Sibua, proud to be a UnionBanker.
Jovisan Arizabal - Sales and Service Assistant
BCM Laoag, Ilocos Norte
In this challenging time, it gives our team a great sense of pride to extend UnionBank’s love to the communities in need. We felt their sincere gratitude as they received these relief goods to sustain their basic needs.
Diana Nacario - Branch Manager
Tacloban City
Despite the challenges in achieving the project, Tacloban Team managed to Go Beyond every obstacle! The branch donated Personal Protective Equipments (PPEs), food packs, and rice to all front liners of Eastern Visayas Regional Medical Center – Magsaysay, the designated COVID-19 referral hospital in Tacloban City.
It was not the usual GoBeyond Communities activity that we are used to. We had to coordinate with suppliers remotely and have the items delivered directly to the recipients. We also managed to give our front liners encouragement through ‘thank you’ notes and our kids’ artwork. It is fulfilling to know that we, UnionBankers, also front liners, could extend assistance to people who are trying their best to stop the spread of COVID-19.
The best part of life is not just surviving but thriving with generosity and kindness.
We are not just heroes, we are UNIONBANKERS!