Digital Banking

Customer behavior favoring non-branch channels has increased in 2025. The number of customers who only conduct transactions through Internet Banking and Ziraat Mobile and do not interact with branches is 15.6 million, while the number of customers who limit themselves to internet, mobile, and ATM channels and never use branches is approximately 17.6 million.

Ziraat Investment's Achievements

• Ziraat Investment was awarded in two separate categories, "Türkiye's Best Equity Brokerage Firm" and "Best Market Maker," within the scope of Global Banking and Finance Review - Awards 2025.
• In the Global Banking and Finance Review - The Next 100 Global Awards 2025 evaluations, it achieved international success by being among the "Top 100 Globally" companies in the Best Market Maker category.
• At the 10th award ceremony organized by TSPB, Ziraat Investment won the Leading Brokerage Award for Lease Certificate Issuance within the scope of its 2024 transactions.

Ziraat Investment continued to develop its products and services offered to individual and institutional investors through digital channels within the scope of its capital market intermediation activities in 2025. In this context, digital infrastructure projects that increase the accessibility of investment services, integrate with the banking ecosystem, and focus on user experience were prioritized.

Zborsa

Digital integration has been strengthened in the Zborsa application, where investment transactions are carried out. Following the integration with Ziraat Mobile in 2023, integration with the Ziraat Dinamik infrastructure was completed in 2025. In the same year, improvements to the fund buying and selling and capital increase application screens in the application also reached their final stage in 2025. This allows users to manage their banking and investment transactions within a single digital experience.

Ziraat Trader

The Ziraat Trader application, positioned to meet the needs of professional investors, launched fund buy-sell transactions, while development work on the analysis module progressed to an advanced stage. Transaction and monitoring capabilities were also supported through the Zpro and Ziraat Trader Web platforms, enhancing a multi-channel investment experience across web and desktop channels.

Ziraat Bank and Ziraat Katılım Integrations

Individual investment accounts opened with Ziraat Investment have long been managed through Ziraat Bank integration. Within this structure, the number of active customers approached 3.5 million by the end of 2025, and 246,000 new accounts were opened during the year.

Ziraat Dinamik Bank

Following the completion of technical and operational preparations, Ziraat Dinamik was made available to customers in 2025. Operating without the need for a physical branch network, Ziraat Dinamik provides services through internet and mobile banking, call center, and ATM channels, offering a comprehensive range of products and services including deposit products, digital credit solutions, payment and collection services, insurance and individual pension products, as well as foreign exchange, gold, and investment transactions. To support customer acquisition and loyalty, promotional credit and card products along with campaign programs were implemented.

With the completion of integration with Ziraat Investment, investment account opening, equity trading, and initial public offering processes became available through Ziraat Dinamik mobile and internet channels. Discounted commission structures were applied for customers opening integrated accounts during the launch period. In 2025, a revenue projection model was implemented in individual lending processes, and new credit models for SME customers, along with infrastructure and project work related to the Service Model Banking, were carried out.

Ziraat Super Branch

Ziraat Super Branch, which began operations in 2023, aims to provide the best customer experience by enabling retail clients to access banking services through digital channels and centrally located portfolio managers-without the need to visit a physical branch. By the end of 2025, the service reached 1.7 million customers, reflecting a 38% increase compared to 2024.

Offering advantages in interest rates, fees, and limits across various banking products-including deposits, loans, money transfers, investments, and credit cards-Ziraat Super Branch facilitated customer transactions via the Super Branch Request/Document Submission Menu, which handled 362,624 requests in 2025, a 30% increase over the previous year.

Improvements implemented in 2025 streamlined the assignment, prioritization, and evaluation of customer requests to Super Branch Portfolio Representatives, resulting in 23% faster response times and increased customer satisfaction.

In recognition of its innovative approach, Ziraat Super Branch was awarded the “Big Idea” award in the Digital Customer Experience category at the CX Awards 2025.

Digital Onboarding

In 2025, the number of users applying to Ziraat Bank remotely increased by 10% compared to the previous year, while the number of users who became customers grew by 17%. For individual, sole proprietorship, and corporate customers, functions were developed to allow application saving and continuation of partially completed flows. Efforts to enhance the user experience for digital onboarding customers continue.

Open Banking

Ziraat Bank advanced its open banking services in 2025 in both adoption and functionality. Through Ziraat Mobile and Internet Branch, customers can manage accounts at other banks and financial institutions under a single platform. These services were expanded to cover transfers and payment processes. Payment flows for open banking accounts were also optimized, ensuring automatic redirection to the relevant stage after the “Bring Money From Other Bank ” step in term deposit account opening processes.

Investment and Stock Market

The Investment and Stock Market menu was comprehensively redesigned, expanding beyond stock and fund transactions to include currency/gold, derivatives, individual retirement accounts, bonds, and Eurobond trading. Following the update, customers can monitor, on a single page, portfolio breakdowns across funds, stocks, currency/gold, term and non-term deposits, IPS, other bank accounts, and alternative investment instruments, alongside asset history, profit/loss, and periodic returns. Detailed information on all TEFAS funds and a Return Calculation Yield Calculation menu were also introduced, enabling comparative tracking of historical performances. By the end of 2025, Qualified Investor applications could also be submitted through mobile channels.

Virtual Assistant

Customers can communicate in real time with representatives via the Virtual Assistant on the Internet Branch and Ziraat Mobile. Throughout 2025, the service was enhanced to improve interaction fluidity and functionality. Transaction capabilities and informational topics were expanded, significantly increasing the scope of services covered by the virtual assistant.

Z-Transformation Project

As part of its approach to developing a digital financial ecosystem, Ziraat Bank continued to expand the scope of Z-Transformation Packages for SME customers. This structure enables corporate and sole proprietorship clients to access, through a single menu, a wide range of digital tools-from accounting and e-transformation applications to e-commerce, e-export solutions, office software, and fleet management services. Payment Products, Financial Agenda, Bankkart Member Business Platform, Open Banking Transactions, and newly introduced Expense Management Functions in 2025 are also provided under the Z-Transformation menu, supporting businesses in managing daily financial and operational processes more effectively.

Interaction and Performance Measurement in Digital Channels

In 2025, Ziraat Bank implemented initiatives to enhance customer experience in digital channels by collecting real-time analytics and behavior-based data, capturing end-user footprints. Screens visited by customers after logging into the Ziraat Mobile application were tracked, user scenarios were created, and actions were taken to ensure a seamless experience. To visualize the end-user journey and monitor customer interactions within digital channels, analyses were conducted to identify the points where users most frequently abandoned transactions. Notifications were sent to customers who left transactions incomplete, and in-app messages along with enriched instant notifications were designed to increase engagement with Ziraat Mobile. Product recommendations and scenario-based guidance were implemented, customer behavior was analyzed to tailor interventions, and the performance of these actions was monitored to optimize effectiveness.

Ziraat Mobile and TOGG System Integration

Through an application developed on TOGG’s Application Market within its smart device ecosystem, integration between Ziraat Mobile and TOGG systems was established. This created a seamless digital service flow for TOGG owners. Under the Ziraat Bank-TOGG collaboration, T10X users can perform money transfers directly via vehicle screens and conveniently complete HGS and vehicle tax (MTV) payments. By 2025, this integration was further enhanced with the launch of the TOGG Digital Vehicle Loan via Ziraat Mobile. Additionally, through collaborative initiatives, customers were offered digital shopping credit products, integrating banking services with the e-commerce experience and creating a holistic digital ecosystem.

Ziraat Mobile Renewal Focused on Personalization and Faster Transactions

The Ziraat Mobile application was comprehensively redesigned end-to-end to enable users to access their daily banking transactions more quickly and easily and was launched in the first quarter of 2025. Within the new structure, users are able to personalize the application’s home screen according to their needs and usage habits through tools accessible via vertical scrolling. While access to core transactions has been accelerated through a tab bar navigation architecture, the existing All Menu structure has been preserved to maintain continuity with established user habits. With the renewed Applications menu, the Sales Recommendations and Special Offers for You sections have been integrated into the application, strengthening the sales and marketing capabilities of digital channels. Personalized recommendations are provided through the financial advisory tool added to the home page, while users can access tailored guidance via the “Check Out The Tips Now” section and complete relevant transactions directly or obtain detailed information through guided navigation.

On the investment side, the Investment and Stock Exchange Transactions menu has been restructured to enable holistic portfolio monitoring and more practical execution of buy-and-sell transactions. Through the Cash, My Other Bank Accounts and My Investment Products tabs available on the My Portfolio page, users can view cash assets within the scope of stock market investments and open banking. The distribution of investment instruments such as bonds, government bonds and repo transactions can also be monitored. Users can select the products they wish to display under the Total tab and customize the tab order according to their preferences. In addition, the Qualified Investor Transactions menu has been added to both the mobile application and Internet Banking.

The scope of the application has been expanded through functions such as traffic insurance tracking added under the My Vehicle menu, as well as the ability to initiate Traffic, Health and Life Insurance policies via the Insurance and Individual Pension menu. With the introduction of the Aggregate Transfer menu to the mobile channel, transfer transactions have become faster and more convenient.

Furthermore, the Application Market menu provides single-point access to applications and platforms within the ZFG. Concurrently with the transformation implemented in Ziraat Mobile, efforts to redesign Internet Banking with a focus on personalization and rapid transactions have also continued. Through these developments, Ziraat Mobile and Bankkart Mobile have contributed to delivering the Bank’s products and services across digital channels through a more integrated, user-oriented and holistic experience.

Measuring Engagement and Performance in Digital Channels

Redesign of Bankkart Mobile

The Bankkart Mobile application has been redesigned to enhance user experience and increase active user numbers. Accessibility to card-related transactions has been improved, with quick-action buttons, the ability to define additional or virtual cards, and limit increase functions highlighted. Advanced campaign listing and filtering features allow users to track rewards more easily, while spending and installment charts enable better monitoring of financial status. Additional functions are planned to be introduced in 2026.

Adding the Life's Plus Menu to Ziraat Mobile

With Life's Plus our individual and corporate customers can access all solutions related to vehicles, homes, work, family, and travel in one place. It is possible to track vehicle and home expenses, receive reminders for payments such as MTV, Traffic Fines, Vehicle Loans, and Home Loans, track upcoming payments, and receive reminders before important dates for vehicles, such as the expiration date of compulsory traffic insurance, the validity date of comprehensive insurance, and the validity date of vehicle inspection. Our customers can easily access relevant transactions from the My Vehicle, My Home, My Job, My Family, and My Travel menus.

Pairing with Multiple Devices

The Ziraat Mobile app now allows pairing with multiple devices using a single customer number. Following this development, customers can use the Ziraat Mobile app with 3 different devices as Ziraat Approval.

Switching Between Companies in Internet Banking

Group companies with the same primary user can now switch between other companies and individual accounts by simply entering their password without logging out of our Corporate Internet Banking. We are continuing to develop the ability to use the switching feature between group companies via the Ziraat Mobile app.

Adding Approval and User Management from Internet Banking to Ziraat Mobile

The Approval Management menu used by corporate customers in the Ziraat Mobile application has been developed, and the User Management, Authority/Scenario Management, Remove SIM Blocking, Approval Management, and Proxy User Management menus within the Approval and User Management section of Internet Banking have been added.

The Lite Mode

The Lite Mode added to the Ziraat Mobile application is available for customers over the age of 65. With the new design, customers can easily and quickly access the most frequently used transaction sets. The use of Lite Mode is optional, and customers can switch to Classic Mode at any time.

2026 and Beyond

Digital Turkish Lira and Digital Asset Custody Solutions

Beyond 2026, it is aimed to develop strategic collaborations with publicly supported ecosystems focused on national digital currency infrastructures and secure digital asset custody solutions, and to position capabilities in financial technologies in a manner that contributes to the development of the digital economy. In this context, activities carried out under the Digital Turkish Lira (Digital TL) Project led by the Central Bank of Republic of Türkiye are ongoing. In addition, within the scope of the project call announced by the Central Bank, applications have been completed for the Digital Receipt, Recurring Rent Payment and Fund Tokenization projects. It is planned to implement products that can provide complementary solutions within the Digital TL payment ecosystem in line with applicable regulations. A cooperation protocol has been signed with TÜBİTAK covering joint initiatives in crypto-asset custody and advanced technologies. As a first step under the protocol, studies in the field of blockchain technologies have been initiated. During 2026, efforts to establish the infrastructure and trading platform that will offer Digital Asset Custody solutions are continuing.

Digital Channel Developments

Among Ziraat Bank’s 2026 priorities is advancing the services offered through digital channels to a higher level in terms of user experience, accessibility and transaction efficiency. Accordingly, comprehensive enhancements aimed at improving user experience across Ziraat Mobile, Internet Banking and Bankkart Mobile channels are planned for implementation in 2026. Within the scope of these efforts, improvements are planned to accelerate transaction flows, simplify screen and menu structures, introduce new user-friendly functionalities and enable customers to complete transactions in fewer steps and in a shorter time. Through these initiatives, it is aimed to enhance ease of use and accessibility across digital channels and to sustainably increase customer satisfaction. As part of these developments, the Internet Banking interface will be redesigned, a Dark Mode option will be introduced to the Ziraat Mobile application, and multiple corporate and retail users will be enabled to match and operate within Ziraat Mobile.

During the same period, design enhancements aimed at advancing the user interface and visual experience of the Bankkart Mobile application will continue, with the objective of positioning the application as a reference platform in card-focused digital solutions. Through this approach, it is envisaged to strengthen Bankkart Mobile’s position within the digital ecosystem and provide customers with a more integrated, intuitive and value-creating digital experience.

Z-Transformation Platform

In order to increase product ownership and customer efficiency, the launch of the Z-Transformation platform and its mobile application is planned for 2026. The platform is designed to support SME customers’ digital transformation in the areas of e-Transformation, e-Export and e-Commerce, while enabling them to carry out their daily business operations through a single digital environment.

Life's Plus

Through the Life's Plus application, customers are offered an innovative experience that includes value-added, non-financial services. In line with Ziraat Bank’s digital transformation vision, the Bank will continue in 2026 to adopt a holistic ecosystem approach that goes beyond providing solely financial services and engages with different aspects of daily life. Customer-specific campaigns will be introduced and existing functionalities will be further enhanced. Through new integrations, a platform banking model will be adopted, providing an interface and secure transaction infrastructure that connects customers with business partners operating in various sectors via digital channels.

Digital Onboarding for Sole Proprietors on Devices without NFC Capability

The Digital onboarding service offered via Ziraat Mobile without visiting a branch will be expanded to include sole proprietor customers whose devices do not support NFC functionality. Within this scope, individual merchants who cannot complete NFC-based identity verification using the Turkish ID Card will be able to finalize the identity verification process through a fund transfer made from another bank account registered in their name and subsequently become Ziraat Bank customers.

Card Systems

As of year-end 2025, Ziraat Bank’s credit card portfolio reached 15.23 million cards, achieving an 11.86% market share based on monthly transaction turnover. These figures demonstrate the successful preservation of performance levels targeted for the medium and long term. During the same period, the number of debit cards reached 44.42 million, and with a 21.56% share in monthly purchase turnover, the Bank maintained its leading position in the sector.

Throughout 2025, Ziraat Bank continued to expand its merchant ecosystem and physical terminal infrastructure; by year-end, the number of merchant outlets reached 1.98 million and the number of terminals increased to 843 thousand. The total transaction volume generated through merchant outlets amounted to TL 4.1 trillion in 2025. This performance enabled the Bank to complete the year with a 16.18% turnover market share, further reinforcing its sector leadership.

Products and services developed in response to evolving market dynamics in card payment systems, and distinguished by their innovative functionalities, continued to deliver added value to customers throughout the year.

Utilization of CGF-Guaranteed Loans via Credit Cards

An infrastructure was established enabling loans guaranteed by the CGF to be utilized not only through debit cards but also via credit cards in designated sectors. This arrangement supported the use of loans in line with their intended purpose, contributed to the wider adoption of cashless payment habits and helped reduce informal transactions.

Bankkart Prestij/Prestij Plus

Bankkart Prestij and Bankkart Prestij Plus, introduced in 2024 for the premium customer segment with the aim of delivering higher added value, were further enhanced in 2025 through expanded product features, deepening the overall customer experience.

Bankkart Pensioner

The Bankkart Pensioner card product, designed with the needs and expectations of the pensioner customer segment in mind, is now available for customer use.

TROY HCE Project

Mobile contactless payment solutions based on TROY HCE were implemented to support the use of Türkiye’s national card scheme.

Digital Slip

In line with a sustainable banking approach, customers were enabled to generate digital receipts instead of physical slips for transactions conducted using Ziraat Bank cards.

Bankkart CepPOS

The Bankkart Soft POS application (Bankkart CepPOS) transforms Android-based devices into payment acceptance tools, providing merchants with a fast and user-friendly solution.

Pay-by-Link

Through the Pay-by-Link function, merchants are able to collect payments quickly and effortlessly via payment links shared with their customers.

Efficiency-Oriented Operational Processes

The number of transactions executed by the Operations Center increased by 0.4% compared to the previous year, reaching 274 million.

Within the scope of service processes covering operational activities, the Bank continues to implement system-based improvements across branches and digital channels aimed at enhancing customer experience. In this context, automation initiatives are carried out to simplify screens and transaction steps, reduce back-office workload and integrate new user-friendly functionalities into business processes. As a result of these efforts, approximately 274 million transactions were completed through the Operations Center (OPIM) during the reporting period.

Throughout 2025, numerous improvement, automation and process development initiatives were implemented within the OPIM to enhance operational efficiency, shorten transaction times and reduce manual intervention. Key initiatives are summarized below:

• Establishment of a Related Work Request Infrastructure:
  

  An infrastructure enabling work requests submitted by branches to the Operations Center to be linked with one another was implemented, allowing holistic monitoring and management of requests.

• Establishing an Automatic Task Assignment Based on SLA and Tolerance Periods:
  

  A system was introduced to automatically assign requests waiting in the transaction pool to users in accordance with predefined rules, taking SLA and tolerance periods into account.

• Submission and Approval of EFT/FAST Refund Requests via Mobile and Internet Banking:
  

  Customers were enabled to submit EFT/FAST refund requests through Mobile and Internet Banking channels, and these requests can be digitally approved by the relevant units..

• AI-Based Reading of Promissory Note Information:
  

  Information contained in promissory notes is automatically read and processed using AI-supported character recognition technology.

• EFT/Money Transfer Transactions from Multiple Accounts via Excel:
  

  The capability to execute EFT and money transfer transactions from multiple accounts simultaneously through an Excel file was introduced.

• Bulk EFT/Money Transfers from Multiple Accounts:
  

  An infrastructure was established enabling bulk transfer transactions to be executed from multiple debtor accounts within the same payment file.

• Mobile Banking Access to the OPI Application:
  

  Access to the OPI application via Mobile Banking was enabled, allowing users to complete transactions more quickly and easily.

• Automatic Work Request Initiation for Expropriation and Legal Inquiry Processes:
  

  Automatic work requests are now generated by the system for expropriation and legal inquiry notifications received via Registered Electronic Mail (REM).

• Integration of Accounting Templates, Advance Requests and Closures, Non-IT Operational Payments and Compensation Requests into OC Workflow:
  

  Accounting templates, advance request and closure processes, as well as payment and compensation requests outside the scope of IT operations, were incorporated into the Operations Center workflow.

• Automation of E-Seizure Approvals:
  

  Approval processes related to e-seizure notifications transmitted in XML format under the integration with the Republic of Türkiye Ministry of Justice were automated.

• Integration of Invoice Payments into OC Workflow and Mobile Approval Processes:
  

  Invoice payment transactions were incorporated into the Operations Center workflow, with approval processes supported through mobile approval mechanisms.

• Availability of HGS Product via Mobile and Internet Banking:
  

  The HGS product became available through Mobile and Internet Banking channels.

• Corporate Salary Payments via SFTP:
  

  Secure and automated execution of corporate salary payments through SFTP infrastructure was enabled.

• Enhancements to OPI with Registered Beneficiary List and New Transaction Types:
  

  The addition of a registered beneficiary list function and new transaction types, including “SFTP Transaction Approval - Corporate Payroll” and “Bulk Foreign Currency and Import Transfer,” expanded the scope of corporate and bulk transactions.

• Revision of Outcome Processes for Payments of the Ministry of Family and Social Services and Automation of Transfers Related to Deceased Beneficiaries:
  

  The outcome process for payments made by the Republic of Türkiye Ministry of Family and Social Services was revised, and transfers of payments belonging to deceased beneficiaries to institutional accounts were automated.

• Automation of Commission Collection Processes for Agricultural Support Payments:
  

  Commission collection processes related to agricultural support payments were incorporated into automation workflows.

• AI-Based Execution of EFT/Money Transfer Transactions:
  

  EFT and money transfer transactions are automatically executed using Optical Character Recognition (OCR) and artificial intelligence technologies based on documents included in work instructions transmitted from branches to OPIM.

Data Analytics Projects Providing Added Value

Data Governance Processes Project

Data Governance initiatives carried out with the objective of maintaining compliance with regulatory requirements, ensuring the effective use of data and strengthening a data-driven approach in decision-making processes were advanced to a more mature institutional framework as of 2025. Within this scope, core data governance processes were standardized, roles and responsibilities were clearly defined, and system integrations were strengthened. These efforts enabled the more effective integration of data governance practices into corporate operations and supported the wider adoption of a data-driven organizational culture.

Data Quality Project

Through the Data Quality Project implemented under its data governance framework, Ziraat Bank expanded its practices in 2025 to monitor and improve data across the Bank in line with defined quality criteria. In this context, data quality measurement and monitoring activities related to critical data domains were broadened, and improvement processes were reinforced based on established quality dimensions. By supporting an approach centered on correcting data at its source, the Bank aims to enhance reporting accuracy and effectively support data-driven decision-making processes.

CRM Projects

Within the scope of CRM projects, a targeted approach aligned with a customer-centric service model was developed. This enabled the delivery of tailored offers to prospective customers based on their needs and behavioral patterns through the most appropriate channels and timing.

Robotic Processes

Customer acquisition processes at Ziraat Bank were supported through robotic process automation, enabling reporting activities to be completed in a shorter time while reducing operational workforce requirements.

Digitalization in Credit Operations

In order to strengthen processes for monitoring and managing credit risk, the quarterly credit assessment framework was reviewed and monitoring capacity was enhanced through system improvements. Key enhancements implemented in this context include the following:

• Assessment screens were simplified and usability was improved; risk indicators such as the Early Warning Score, High-Risk Customer classification, Predicted Probability of Delinquency, Probability of Default (PD), Commercial Credit Score (TKN) and Commercial Indebtedness Index (TBE) were incorporated into the process.
• A holistic view of the credit portfolio was enabled, supporting continuous monitoring of credit quality.
• Automatically generated credit assessment results were restructured so that outcomes for customers in the high-risk group are subject to branch approval.
• Comparisons of current assessments with prior-period results were enabled, facilitating access to historical analyses.

Management of Non-Performing Loans - Overdue Receivables Collection (GAT) Module

To enhance effectiveness in the management of non-performing loans, various improvements were implemented in the GAT module. Within this scope, the number of block types that constrain collection processes was reduced, and arrangements enabling collection based on the available (unblocked) balance were introduced. In addition, preparatory work was carried out to enable the management of blocks on customer accounts within a parametric framework.

Furthermore, processes related to low-balance receivables transferred to follow-up accounts were reassessed. In the Legal Office application, the time to initiate action was reduced from 90 days to 60 days, improving operational efficiency and delivering time and cost savings.

Enhancements to the Early Warning System

In 2025, various improvements were implemented to increase the risk monitoring capacity of the Early Warning System. Within the scope of these efforts, the “FX Risk Probability” indicator was integrated into the system, enabling the identification of customers with no or limited foreign currency income and high sensitivity to exchange rate volatility.

In addition, to strengthen forward-looking risk projections, the “Predicted Delinquency” criterion was introduced, and the likelihood of delinquency over the next six months began to be calculated based on customers’ historical payment performance. To enable closer monitoring of customers whose licenses issued by the Republic of Türkiye Energy Market Regulatory Authority (EMRA) were cancelled, terminated or temporarily suspended under energy market regulations, the “EMRA License Cancellation” criterion was included within the scope of the Early Warning System.

Moreover, the Early Warning History screen was enriched with PD information, enabling the tracking of the evolution of customers’ default risk over time.

Close Monitoring / Block Actions

Credit limits allocated to customers with corporate loan delinquencies at other banks were subject to blocks, enabling the control of risk exposure. In addition, within the scope of Turkish Financial Reporting Standards (TFRS) 9, corporate loan disbursement processes for customers identified as having experienced a significant increase in credit risk were restructured based on the PD indicator.