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PART I: INTRODUCTION
In 2015, VakıfBank continued to offer
loans to customers who wish to become
homeowners in real estate projects.
The Bank reached agreements with
leading companies in the sector such
as EGYO, TOKİ, and KİPTAŞ, along with
municipalities, housing cooperatives and
urban transformation companies enabling
prospective homeowners to purchase their
house with the support of VakıfBank. As
such, the Bank contributed to the sector’s
development and provided financing for
nearly 450 branded residence, office and
urban transformation projects.
In addition, customers who want to become
homeowners with personalized payment
options from VakıfBank Yellow-Shutter
(SarıPanjur), can access the contracted housing
projects by visiting
, as
well as through VakıfBank stands in real estate
development project sales offices.
In order to increase communication with
customers via digital channels and to adapt to
cutting edge technologies, the Bank started
to collect mortgage loan applications and give
preliminary approval via alternative distribution
channels such as SMS and Call Center. Following
system upgrades to the online channel Yellow-
Shutter Apply Now designed to help branches
in their preliminary application assessments
and to lessen their work burden, there was an
increase of more than 100% over the prior year
in mortgage loan applications and allocations
via the web site
Improvements to loan allocation processes
in 2015 resulted in lesser work load and
operational risk for the branches, as well as
improvements in customer satisfaction. The
mortgage loan customer survey revealed a
customer satisfaction level of 97% in 2015,
which confirms the success of ongoing efforts.
In 2015, customers who have taken out Yellow-
Shutter mortgage loans and have a VakıfBank
Worldcard, were offered shopping offers with
discount and installments via the web site
.
As part of its customer-focused banking
approach, VakıfBank continued to offer
mortgage loans and products in line with
the needs of the marketplace and customer
demands. In addition to various Yellow-Shutter
products presented in previous years, the
Bank continued with special mortgage loan
campaigns for public sector employees, Police
Solidarity and Assistance Fund (POLSAN), Turkish
Armed Forces Assistance and Pension Fund
(OYAK) members, as well as the winter housing
loan campaign, allowing 360 thousand people
to become homeowners via the Yellow-Shutter
scheme as of year-end 2015.
INCREASED VOLUME IN THE VAKIFBANK-
PTT PARTNERSHIP
Thanks to the loan transaction agreement
signed between VakıfBank and the General
Directorate of Post and Telegraph Organization
(PTT), VakıfBank has reached a broader customer
portfolio by allocating loans to PTT customers,
PTT employees and Social Security Institution
pensioners that receive their payments through
the PTT.
RISE IN THE OVERDRAFT ACCOUNT VOLUME
In overdraft accounts, which allow customers
to meet their instant cash needs in a swift and
affordable way, VakıfBank increased the number
of customers, total limit and allocation at a rate
higher than the sector’s average in 2015.
GOLDEN ERA ACCOUNT
VakıfBank increased its Golden Era Account
customers by 15.01% in 2015. This account
allows customers to receive additional income
on their gold holdings while protecting
their gold assets from theft and labor loss.
In addition, customers are also offered the
opportunity to save by authorizing the Bank
to make purchases and sales of gold on a
gram-by-gram basis. In this way, the Bank also
appeals to customers who are not open to
investing in interest-yielding instruments.
MOBILE BANKING
VakıfBank upgraded its Mobile Banking app
in 2015, with its customer-focused and
customers’ experience. Retail customers can
now easily download the Mobile Banking app
on their mobile device to carry out a number of
transactions in a much more practical manner.
STRATEGIES FOR 2016
VakıfBank aims to enrich its product range,
create alternative payment methods and
products for customers, access new customers
via new channels, and expand its market share
and consumer loan portfolio by reaching new
customer segments in 2016.
In addition, as part of its customer satisfaction-
oriented service approach, VakıfBank plans to
expand its portfolio of ATM cards to encompass
a wider variety of products, and offer new
products to various customer segments.
By investing in its technological infrastructure
and organizing campaigns that will maximize
customer productivity, VakıfBank continues
to work towards increasing non-interest
revenues. The Bank also carries out efforts to
boost customer loyalty so as to increase the
cross-selling ratio and further strengthen its
competitive stance in the banking sector.
CORPORATE PAYROLL ACTIVITIES
As one of the leading banks in corporate payroll
activities, a fiercely competitive segment of the
banking sector, VakıfBank expanded its pension
operations, becoming one of the most preferred
banks by employees of both the public and
private sectors as well as by pensioners.
