Retail Banking

In the Retail Banking business line, Ziraat Katilim continued its branch expansion strategy throughout 2025 in order to enhance access to banking services for a broader base of individuals and businesses, thereby expanding its service network. During the year, 15 new retail branches were opened, reaching a total of 200 retail branches across 66 provinces.

Ziraat Katilim conducts its Retail Banking activities with a customer focused approach based on accessibility. The Bank offers diversified financial solutions tailored to the needs of retail customers and small and medium-sized enterprises, aiming to support them in achieving their financial goals.

Throughout 2025, growth performance was supported through the expansion of the branch network and the provision of products and services for different customer segments. In particular, solutions for SMEs, digital banking services, and support for the agricultural sector were among the prominent focus areas of the business line.

SME Value Proposition

The SME Value Proposition is implemented to enhance the quality of services provided to SME customers, develop solutions tailored to their needs, and ensure more effective guidance in financial processes. Within this framework, products, services, and applications offered to SMEs are structured by taking into account customer needs and business activities.

Applications developed under the value proposition continued in 2025. In this regard, a service structure is provided to support SMEs in managing their financial processes in a more organized and efficient manner.

In addition to financing products, non-financing solutions are also offered, thereby expanding the scope of support provided to SMEs and producers.

The customer approach is based on accurately identifying needs, delivering appropriate solutions, and providing effective guidance. In this context, advisory services offered to SMEs have been strengthened, aiming to respond to customer demands more quickly and clearly.

Arrangements have been made to enhance the service capacity of branches for SME customers, and implementation capabilities have been improved. Applications supporting the digitalization and growth processes of SMEs are designed to facilitate access to finance. In relationships with SMEs, a balanced and sustainable profitability approach is maintained.

Digital Channels and Customer Experience Development

Ziraat Katilim, which supports its Retail Banking services through digital channels, expanded the scope of transactions and services offered via digital banking channels throughout 2025. In this context, infrastructure and service enhancements were continued to enable customers to perform their banking transactions in a secure and efficient manner. Design renewal efforts for internet and mobile banking channels were completed, and applications aimed at improving user experience were put into use by year end.

The Request to Pay function was introduced via Katilim Mobil, and the Secure Payment System, which enables the safe execution of second hand vehicle sales transactions, was launched.

Through the Katilim Dijital platform, customers are offered fast and secure digital solutions in compliance with participation finance principles. Within the scope of the platform, e-transformation applications (such as e invoice, e ledger, and similar services) along with solutions addressing financial management needs, have been made accessible through a single channel.

While Katilim Dijital addresses a broad customer base, it has been specifically developed by considering the needs of tradesmen and SMEs. In 2025, the number of tradesmen and SME customers reached through the platform approached 10,000, while the total number of customers reached increased by 80% compared to the previous year.

Key Product and Service Developments in 2025

• The Instant Daily Account product is offered to provide customers with liquidity flexibility while managing their short term savings.
• The Shared Account product is offered as an account solution that enables savings to be structured across multiple investment instruments.
• The Easy Fund Financing product, designed to finance the purchase of securities funds in compliance with participation banking principles and standards, was introduced in 2025 as a financing solution for retail customers.
• Within card payment systems, debit cards, retail and commercial credit cards, and POS terminal services are provided. In 2025, the number of credit cards increased by 30%, credit card turnover rose by 97%, and the number of active credit cards grew by 23%.
• Individual Portfolio representatives were assigned within Retail Banking branches, strengthening the service model and customer outreach for retail customers.
• With 2025 declared as the "Year of the Family," the Family Support Package was developed and introduced, offering financing, fund, and insurance solutions addressing the needs of family members related to marriage, housing, and general requirements.
• KGF and KFK Collaboration Support Packages: Through protocols signed with KGF and KFK, the Bank provided support packages for the investment and working capital needs of manufacturing SMEs. In this context, sub protocols such as the Treasury Investment Support Package and the Treasury Export Support Package were signed, enabling guarantee backed financing for enterprises holding investment incentive certificates.
• In order to facilitate access to finance for micro scale enterprises, women entrepreneurs, and women's cooperatives, the Bank developed and launched the KFK Micro Scale Tradesmen and Women Entrepreneurs Support Package.
• Agricultural Financing and Producer Support: The agricultural sector was identified as a strategic priority, and subsidized and non-subsidized financing solutions were offered to support producers' mechanization and modernization needs.