VKF_FRAE_2018_uyg11

80 Section I: Introduction Digital Banking In 2018, VakıfBank enriched its transaction range by transferring almost every transaction available at the branches to digital channels as well, and continuing to offer fast, secure and practical solutions to its customers. Internet Banking and Mobile Banking In 2018, VakıfBank continued efforts to enrich its transaction sets in internet and mobile banking. Currently, more than 250 transactions can be performed over these channels. The Bank’s mobile banking customer base expands every day given that mobile banking can be accessed at anytime and anywhere. Meanwhile, there is a downtrend in the number of customers opting for the Internet Banking channel. In 2018, VakıfBank recorded over 3.4 million mobile banking customers, a 53% growth year-on-year. In parallel with the increase in users, the volume of financial transactions over the mobile channel increased 52.8% over the previous year. VakıfBank works to ensure that all its customers benefit from opportunities created by digitalization. The Bank actively develops solutions that enable more people to access banking services. In addition to a rich banking transactions set, VakıfBank customers can add cards to Masterpass, open their credit cards for mobile contactless payment on Android devices, and make use of NFC features for shopping at contactless POS devices – all by means of recent upgrades. Customers can withdraw money without a card from any VakıfBank ATM by using a QR Code and make FX transfers with ease via SWIFT transactions. In HGS/OGS transactions, the Bank’s customers can view their account balance and pass- throughs, and top-up their cards. In addition to the existing Findeks Risk Report, VakıfBank customers can easily access the Findeks Check Report, register via the Bankomat Money menu to win points by using their Bankomat cards, and keep track of their card spending. Customers can update their home and business address over the internet channel or add a new address. VakıfBank customer can monitor the progress of their credit card or Bankomat card applications via internet and mobile banking. In addition, they can purchase Travel/Health, Annual Life, Housing Package and Personal Accident Insurance policies. Internet banking and mobile banking services are compatible with the screen reader programs used by visually impaired customers. This feature enables visually impaired customers to conduct transactions via internet and mobile banking channels. As part of the complete revamp of Digital Banking application interfaces initiated in 2017, the Bank relaunched mobile banking on November 15, 2018. Work is ongoing to upgrade the internet channel, which the Bank plans to relaunch in 2019. Projects to integrate Voice Assistant and chatbot technologies to these channels are scheduled for completion in 2019. Since the beginning of 2018, VakıfBank Digital Banking and Distribution Channels Nearly 250 different transactions can be performed via VakıfBank’s internet and mobile banking channels. VakıfBank is on your side with fast, secure and practical solutions in digital channels… REVIEW OF OPERATIONS IN 2018