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This study investigates the impact of Credit Risk Management (CRM) on resilience in non-bank financial institutions (NBFIs) and explores how Customer Relationship Management (CREM) moderates this relationship. Using Partial Least Squares Structural Equation Modeling (PLS-SEM) with data from credit risk managers in the National Capital Region, the study finds that CRM significantly enhances resilience. Moreover, CREM strengthens the impact of credit risk management on resilience, demonstrating a synergistic effect. The findings suggest that NBFIs should integrate CRM and CREM strategies to improve organizational resilience, offering a valuable framework for enhancing stability amidst economic challenges.

Banks are believed to  instrumental to economic growth because it provides the financial backbone needed to spur economic development through business creation and expansion. A healthy and resilient banking sector signals economic growth and development that is sustainable. The efficient transfer of funds from those that has surplus of them towards those that need them has been made possible due to the intermediation of banks. In the Philippines, banking formally started in 1851 with the establishment of the Bank of the Philippine Islands, which up to this day, stands to be one of the country’s biggest and most stable universal bank. This study analyzes how universal banks grew over the years, and determines whether a correlation exists between universal bank growth and economic growth, using the variable of GDP growth rate as proxy for economic growth. The study showed that at the most recent periods, universal banks’ ROE and ROA are negatively correlated with GDP growth rate.   Key words: Universal banks, History of banking, Economic growth of the Philippines, GDP growth rate