VKF_FRAE_2017

59 VakıfBank Annual Report 2017 VakıfBank responded to the financing needs more than 750 thousand customers under proper conditions in 2017. Serving around 13.5 million retail customers, VakıfBank continues to be one of the leaders in the sector with its experience in retail banking and its customer-focused strategy. VakıfBank responded to the financing needs of more than 750 thousand customers in 2017 under proper conditions. As a result of customer-focused approach, the share of VakıfBank’s general- purpose consumer loans, auto loans, and mortgage loans in its retail loan portfolio stand at 54%, 1% and 45%, respectively. »» STRONG GROWTH IN CONSUMER LOANS VakıfBank’s general purpose consumer loans grew 21.07% in 2017 compared to year-end 2016 with a market share of 11.68% market share. As a result of its efforts to increase overdraft account utilization, VakıfBank raised overdraft loans by 21.35% in 2017 while maintaining its market leadership with 22.06% market share. VakıfBank’s market shares in mortgage loans and auto loans stand at 9.90% and 5.96%, respectively. »» CUSTOMER-ORIENTED RETAIL LOAN PRODUCTS In an effort to make customers feel special and maximize customer satisfaction, the Bank organized segment-based general purpose consumer loan campaigns such as exclusive campaigns for public sector employees, pensions, and the upper income segment. In addition, the Bank continued its pioneer position in the sector by offering the “Establishment Anniversary Loan,” “Holiday Loan,” “New Year’s Loan” and other traditional loan campaigns to all retail customers. »» ADVANCE THROUGH DIGITAL CHANNELS In 2017, VakıfBank continued to maintain customer satisfaction at the highest level by diversifying its product sets over the mobile banking, internet banking and ATM channels. In 2017, work was underway for making the necessary technological investments in alternative distribution channels, in order to ensure that general purpose loan and overdraft account applications are processed quickly. The Bank increased customer satisfaction and loyalty by meeting customer needs for general purpose loans immediately via internet banking and mobile banking. By adapting to technological developments, VakıfBank developed products enabling customers to perform their daily transactions with ease, and diversified the products that customers require the most, such as money transfers and loans. »» LEADING POSITION IN MORTGAGE LOANS VakıfBank continued to support the growth of the residential sector, because of its mortgage loan products and services developed based on market conditions as well as its customer- oriented banking approach. The Bank attained 9.88% market share in mortgage loans in 2017 as a result of its wide range product portfolio, flexible payment options tailored to each customer, and effective campaigns. Maintaining its leading position in the sector, VakıfBank increased its mortgage loan book by 11.68% reaching TL 19 billion. VakıfBank Yellow-Shutter Mortgage Loans offer prospective homeowners the opportunity to meet all of their demands and apply for loans in a rapid and convenient manner from digital channels through a team of mortgage specialists, the www.saripanjur.com.tr website, 5724 SMS channels, online banking and mobile banking. RETAIL BANKING VakıfBank continues to be one of the leading banks in Retail Banking with its experience and customer-focused strategy.