Digital Banking

In a period where digitalization is reshaping service delivery and customer expectations in the banking sector, Ziraat Katilim continues its digital banking transformation with a focus on customer orientation, accessibility and operational efficiency. Digital banking, as an area of technological transformation, focuses on responding more effectively to customer needs, facilitating access to financial services and enabling operational processes to be carried out more efficiently. In this context, digitalization involves not only transferring existing services to digital platforms but also reconsidering the methods of service delivery.

At Ziraat Katilim, the management of digital channels is handled in alignment with the principles of participation banking. In addition to Katilim Mobile and Internet Banking applications, digital channel diversity is increased through applications developed for the digital branch, open banking services and ATM infrastructure. Simplifying customer interaction processes and ensuring service continuity are among the main priorities in this area. Maintaining consistency between digital and physical channels is important for ensuring the integrity of the customer experience. The initiatives and investments carried out within the scope of digital transformation progress in line with strengthening the technological infrastructure and improving service processes. These investments are considered as an element that supports the Bank's long-term objectives and contributes to strengthening a sustainable service structure.

Through collaborations and projects carried out in the field of digital banking, Ziraat Katilim offers banking services for use by third parties. Through integration tests conducted with FinTech and technology startups, the Bank supports digital services in reaching a wider user base and enables the implementation of innovative financial applications.

In 2026, Ziraat Katilim aims to position the Digital Branch as the main channel for retail product sales. Increasing product depth among existing customers, strengthening the growth momentum in customer activity, and enhancing the level of personalization in campaigns and communication strategies are among the priority focus areas. Increasing customer satisfaction and interaction in digital channels is also considered among the main performance targets for this period.

Katilim Mobile and Internet Branch

While the digital usage rate was 96% in the previous year, it increased to 97% in 2025. A significant portion of Ziraat Katilim's technology investments focuses on the mobile banking application, which is continuously developed with new technologies.

Through its investments in digital platforms, the Bank aims to enhance customer experience and strengthen its position in digital banking. In this context, as in previous years, initiatives aimed at improving customer experience were carried out in 2025.

In order to increase customer acquisition through digital channels, special campaigns for existing and potential customers were implemented via the video call infrastructure.

Throughout 2025, in addition to the Ziraat Katilim corporate website, Katilim Mobile and Internet Banking applications, digital channel diversity and interfaces were enhanced through developments in the digital branch, open banking services and ATM infrastructure. These efforts contributed to enabling customer transactions to be carried out more quickly, transparently and efficiently.

In line with its digital transformation strategy, Ziraat Katilim continues to develop solutions that respond to today's needs while shaping the banking experience of the future by adopting a banking approach that supports economic and environmental sustainability.

In line with the importance it places on digitalization, Ziraat Katilim continues to expand its product range and develop its digital channels. Within this scope, the renewal efforts initiated in 2024 were completed in 2025, the 10th anniversary of the Bank, and the Katilim Mobile application was renewed and made available to customers. With these innovations, user experience has been improved and a faster and more accessible digital banking environment has been created. The renewed Katilim Mobile enables banking transactions to be carried out more easily and efficiently.

Ziraat Katilim Blog is the content platform located on the Bank's corporate website and provides informative articles in various categories such as finance, investment, agriculture, technology, participation banking, sustainability and personal development.

In addition to educational content related to the banking sector, the blog also includes practical information for daily life. Topics such as what participation banking is, sustainability principles, agricultural financing, motivation and personal branding are covered.

According to the content listed on the page in 2025, approximately 9 articles were shared during the year.

Within the scope of efforts carried out in areas such as transaction security, identity verification and compliance with regulatory requirements in the delivery of digital banking services, the developments required under the Regulation on Transaction Security and Identity Verification have been completed. As a result of these efforts, the security level of transactions conducted through digital channels has been strengthened and the related applications have been made available to customers.

Applications aimed at increasing the reliability of digital banking transactions have been implemented, strengthening the verifiability of transactions carried out by customers through digital channels. Digital contract approval processes have been integrated by enabling transactions initiated via Internet Branch to be approved through Katilim Mobile.

The infrastructure of the Live Response service within the Katilim Mobile application has been renewed.

Applications aimed at customer acquisition through video calls via Katilim Mobile have been developed. Individual customers can submit applications through this channel. Infrastructure and preparatory work to enable commercial customer applications to be received via video calls were completed in 2025. It is planned to expand this process to cover all customer groups in 2026.

In order to facilitate the use of digital channels, developments enabling switching between individual and corporate accounts during Internet Branch and Katilim Mobile sessions have been planned. These developments are expected to be implemented in 2026.

It is planned to introduce the Mobile Guarantee service to enable the issuance of guarantee letters through digital channels.

Ziraat Katilim has made the Request Payment Service available to customers via Katilim Mobile, enabling creditor customers to request payments digitally from debtor customers and allowing debtor customers to respond directly to these requests. Development work initiated in 2024 was completed in 2025, during which the service's user experience, accessibility and compatibility with digital channels were strengthened. With this service, it is aimed to enable customers to manage payment request and response processes more quickly and conveniently.

The Secure Payment Service has been made available to customers through Katilim Mobile to ensure that payment processes in second-hand vehicle purchase and sale transactions are carried out securely and in a controlled manner. Development work initiated in 2024 was completed in 2025 and the service was launched. Through this application, it is aimed to enable customers involved in vehicle purchase and sale transactions to complete the payment process digitally within a transparent and secure structure.

In the short term, the Bank aims to increase user adoption by ensuring that the renewed Katilim Mobile and Internet Branch channels operate in a stable, error-free and reliable structure. In the long term, the objectives include positioning the digital branch as Ziraat Katilim's strongest customer touchpoint, institutionalizing a data-driven decision-making culture and developing innovative and competitive digital products aligned with the principles of participation banking.

Providing a distinctive digital experience that differentiates the Bank in the expected intensifying retail banking competition in 2026 and beyond is positioned among its long-term strategic objectives.

Open Banking and ATM

Within its digital banking approach, Ziraat Katilim addresses Open Banking and Banking-as-a-Service applications within a framework centered on customer needs and facilitating access to financial services. The solutions developed within this framework enable customers to manage their accounts and transactions held at different financial institutions through a single digital experience, beyond the products and services offered by the Bank.

As part of the infrastructure improvements carried out in 2024, customers were enabled to view their accounts held at Ziraat Katilim through other bank applications and to perform money transfer transactions through these accounts. In this context, the functions of Account Servicing Payment Service Provider (HHS) and the Authorized Payment Service Providers (Y's) were made available through Katilim Mobile and Internet Branch channels.

Through the Y's function, customers can monitor their accounts held at different banks within a single digital environment and carry out money transfer transactions through these accounts. This service supports the more efficient execution of banking transactions while providing a structure that enhances the customer experience.

In 2025, Ziraat Katilim continued its efforts to develop Open Banking applications in compliance with the regulatory framework. Within this scope, HHS and Y's processes were addressed in line with the guidance provided by the Central Bank of the Republic of Türkiye, and analyses and development activities related to these processes were carried out. In addition, infrastructure preparations for compliance with version 2.0.0 developed under the Payment Services Data Sharing Services ('HVS) framework continued, and technical efforts were carried out for the provision of services related to recurring payments and card transactions.

ATM Infrastructure and Developments within the Scope of TAM ATM

Within the scope of the TAM (Türkiye's ATM Center) ATM application, Ziraat Katilim continues to enhance its ATM infrastructure and to provide customers with access to a broader range of transactions through cardless services.

As part of the standardization efforts for cardless transaction menus at TAM ATMs, the cardless transaction menus offered at ATMs belonging to public banks have been made available through Ziraat Katilim ATMs as well.

Accordingly, many transactions, including tax and institutional collections as well as municipality and university payments, can now be carried out through the cardless transaction menu at Ziraat Katilim ATMs.

During the same period, the Guangzhou Radio Group (GRG ATM) certification processes were completed, and in 2025, 12 new ATMs were put into service at Bank branches, thereby expanding the ATM network.

Within the scope of the initiatives built on this infrastructure, in 2025, applications aimed at unifying the Cardless Transaction Menu at TAM ATMs began to be rolled out across pilot ATMs. With this arrangement, users wishing to perform transactions at ATMs can select the relevant institution and bank through a single menu, without the requirement of being a customer. Thus, transactions related to contracted public banks and institutions can be completed through the TAM ATM infrastructure without the need for an additional protocol.

With the unification of the cardless menu, institutional and organizational payments can be carried out more efficiently through ATMs, and it is aimed to redirect a significant portion of transactions that create congestion at branches to digital channels. In this way, the user experience is enhanced while contributing to the reduction of the operational workload at branches.

Within the scope of the TAM ATM Project, development requests regarding the enhancement of the ATM infrastructure are evaluated by the Product Management Committees, and applications are gradually expanded in line with the decisions of the stakeholder banks. During this process, new solutions aimed at improving the traceability of the ATM infrastructure and strengthening operational continuity are also being considered.

In this context, the TAM ATM Mobile 360 application has been developed as a new project and is planned to be launched in the second quarter of 2026. Through this application, authorized users of TAM ATM member banks will be able to monitor the cash status, fault information and cassette balances of ATMs via mobile devices and track ATM operations in real time. Test activities for deploying the application into the live environment are currently ongoing.

Digital Branch

Within the scope of its digital banking approach, Ziraat Katilim began offering remote access to customers who prefer digital channels through the Digital Branch service model launched in 2024. The Digital Branch operates as one of the digital touchpoints where customer acquisition and the provision of retail banking products and services are primarily carried out through video calls and digital communication channels.

During the reporting period, the Digital Branch stood out as a digital channel focusing on customer acquisition and increasing product usage among existing customers. In this context, sales and communication activities were implemented to offer credit cards, current accounts, participation accounts, automatic bill payment instructions and complementary products through digital channels. Campaign and communication initiatives aimed at expanding the digital customer base are implemented while maintaining a strong focus on customer experience.

Digital Branch services are offered in a multilingual structure including Turkish, Arabic, English and sign language. This approach contributes to facilitating access to banking services. In order to support hearing-impaired customers' access to financial services, services are also provided in sign language and efforts are carried out to further enhance service capabilities in this area.

In line with the Digital Branch service model, the Bank carries out initiatives for employees working in this field, prioritizing the effective delivery of products and the rapid and high-quality execution of after-sales services.

As of 2025, the Digital Branch organizational structure has been strengthened in line with the new operating model. Training programs aimed at improving the product knowledge, sales competencies and service quality of employees working in the Digital Branch have continued. All Digital Branch employees hold the SEGEM insurance certificate, while the BES certificate for individual pension products continues to be expanded among Digital Branch employees.

Customer acquisition and digital interaction performance of the Digital Branch are monitored through measurable indicators. In 2025, 26 thousand new customers were added to the portfolio through the Digital Branch, bringing the total number of customers to 118 thousand by year-end. All customers acquired through digital channels were included in the Digital Branch portfolio through video call methods.

Katilim Dijital

Katilim Dijital is a platform that provides customers with fast and secure digital solutions in line with participation finance principles. The platform enables especially corporate customers to manage their e-Transformation applications and financial management needs through a single channel.

Within the scope of Katilim Dijital, transactions are carried out digitally through applications such as e-Invoice, e-Archive, e-Delivery Note and e-Self-Employed Receipt. Customers can manage invoice creation and tracking, monitor VAT processes and track submission status to the Revenue Administration through the platform. These solutions allow SMEs in particular to follow their financial processes more easily and systematically through a single digital structure.

Through Katilim Dijital, instant access to bank account transactions is provided and information from accounts held at different banks can be viewed on a single screen. Matching invoices with payment transactions, managing automatic payment processes and conducting collection transactions digitally facilitate daily financial operations. In addition, collection processes are carried out through digital channels with solutions such as Mobile POS, which transforms smartphones into POS devices, and payment link solutions, while reporting screens enable monitoring of current accounts, stock movements and cash status. In this way, SMEs are supported in accessing their financial data in a timely and accurate manner.