Financial Inclusion and Literacy

Aiming to deliver its products and services with a strong value proposition to all segments of the society under the priority of financial inclusion and literacy following its customer-oriented approach, Ziraat Katılım increases customer satisfaction and loyalty while carrying out activities to raise awareness on this issue.

Accessible Banking

Ziraat Katılım shapes its barrier-free banking services in line with its goal of providing a practical, easy, and accessible banking experience to all individuals from end to end with an inclusive service approach.
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The Bank takes measures to facilitate access to banking services for individuals with visual and orthopedic impairments in all its branches and ATMs, and updates its Internet banking and mobile banking applications in compliance with accessibility standards in accordance with the Regulation on Accessibility of Banking Services released by the BRSA. To maintain barrier-free banking standards, support is received for the most accurate implementation and development as part of collaborations with third-party companies that supply products.
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As part of the barrier-free banking services development endeavors, Ziraat Katılım provides training programs that will enhance the communication of employees with customers with disabilities. The e-training platform, developed to recognize the disabled customers and enhance awareness, has been made available to all personnel, and employees have also received sign language training.

Barrier-Free Branches

All Ziraat Katılım branches feature Braille alphabet information boards. Moreover, the branches provide exclusive barrier-free banking transaction options to visually impaired customers. In 2024, the bank has implemented system infrastructure projects that will facilitate the expansion of barrier-free banking services. These endeavors have resulted in a variety of transaction conveniences, priorities, and advantages for disabled customers. As part of the branch audits of the Ministry of Family and Social Security, the aforementioned issues are meticulously monitored, and deficiencies are eliminated.

• All branch entrances are designed in accordance with barrier-free banking approach and a warning surface has been placed at the beginning and end of the branch stairs for individuals with orthopedic disabilities.

• The implementation of tactile paving within the branches provides guidance to visually impaired customers.

• Access to branches for customers with orthopedic disabilities has been facilitated with wheelchair ramps or elevators. Specially manufactured portable ramps have been allocated to branches whose entrances are not suitable for the installation of wheelchair ramps.

• The call button installed on the exterior of branch buildings has made it easier for disabled customers to contact a customer representative.

• At branches, priority queue numbers can be obtained from queuing machines by disabled customers and consumers aged 70 and above.

Conveniences Provided in Contracts and Documents

Ziraat Katılım has developed and provided 10 different contracts in sign language as part of its endeavors to provide convenient solutions, making them available to its customers.
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Furthermore, Ziraat Katılım, which aims to adapt to the updated practices in the fastest way possible, closely monitors KPS and UYAP system integrations in order to facilitate document verification processes related to guardianship procedures for disabled customers.

Arrangements for ATMs to Accommodate Customers with Orthopedic Disabilities

Ziraat Katılım’s Bursa Branch-2 ATM and the offsite ATM located at Sebahattin Zaim Halkalı Campus are accessible for customers with orthopedic disabilities. According to the current legislation in Türkiye, there is a requirement for 2 ATMs specifically designed for people with orthopedic disabilities for every 200 ATMs, and Ziraat Katılım has fully complied with the relevant legislation.
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As of 2024, Ziraat Katılım is on the TAM platform established in cooperation with public banks. The Bank’s customers can use TAM ATMs nationwide that are included in the shared platform and comply with accessibility standards.

Arrangements for ATMs to Accommodate Visually Impaired Customers

At all Ziraat Katılım ATMs, customers who are visually impaired or have difficulty seeing can conduct their transactions with voice guidance. The Bank has a headphone jack available at 125 ATMs for the use of visually impaired customers.
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Bank customers can conduct balance inquiry, withdrawal, and deposit transactions by activating the “voice menu” application via the headphone connection. The common transaction menu of the Interbank Card Center (BKM) allows disabled individuals who possess other bank cards to conduct transactions using Ziraat Katılım ATMs.

• Access to the Bank’s voice menu is available at all ATMs.

• The voice transaction menu is activated when headphones are plugged in.

• The ATM screen automatically dims when the voice menu application is initiated by plugging in headphones.

• The transaction is terminated and the card is returned when the headphones are removed during the transaction.

• The system reads out loud warnings, guidance, confirmations, and notifications of errors during the transaction.

• The voice repeating feature in the voice menu allows customers to adjust the volume.

• Voice guidance and embossed keys are employed to facilitate transactions.

Digital Channels and Customer Contact Center

The Mobile Branch has been updated to support screen reader programs, allowing visually impaired customers to easily access its features. A chat channel (online correspondence) service has been introduced to enable hearing impaired customers to conveniently complete their transactions by receiving assistance from Katılım Mobile. In order to facilitate the transactions of customers with hearing impairments, sign language services were provided via video calls by employees trained in sign language.
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Visually impaired customers were given priority in the services offered at the Customer Contact Center.

Katılım Dijital

Aiming to deliver its products and services with a strong value proposition to all segments of the society under the priority of financial inclusion and literacy following its customer-oriented approach, Ziraat Katılım Bank increases customer satisfaction and loyalty while carrying out activities to raise awareness on this issue.
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Throughout 2024, transactions carried out through the Katılım Dijital platform contributed to the digitalization of the financial processes of enterprises. Through the solutions offered by the platform, such as easy invoice management, bank account integration, mobile POS service, and e-commerce integration, the financial transactions of businesses have been managed more effectively and efficiently. The Ziraat Katılım account integration enabled users to access their account movements instantly and accelerated their payment processes. The Mobile POS service facilitated card payment processes, and e-commerce and marketplace integration made it possible to manage orders from a single screen. In order to enhance financial inclusion, small and medium-sized enterprises were provided with easy access to digital financial instruments, thus contributing to the development of financial literacy. To enable businesses to manage their cash flows more effectively, awareness of digital financial tools was increased, and users were supported in making more informed financial decisions. This expanded access to financial services and contributed to the sustainable growth of businesses. Thanks to the strong performance achieved throughout 2024, Katılım Dijital position in the sector has been further strengthened, and it is aimed to reach more businesses in the coming period.
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The Katılım Dijital Blog section provides information on e-Invoice, e-Waybill, and e-Self-Employment Receipt in order to increase the financial literacy level of our customers and facilitate their adaptation to the digital transformation process.

Foreign Trade Consultancy

Foreign trade consultancy services are an important part of our Bank’s strategies to increase financial inclusion and improve financial literacy. The foreign trade expert team established by Ziraat Katılım supports exporter customers and customers aiming to potentially expand to foreign markets, and increases their financial awareness. Through this consultancy service, customers are provided with a better understanding of the processes in foreign trade, minimizing their financial mistakes and achieving sustainable growth.
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Our Bank provides financial literacy training and guidance services in order to enable customers to manage their foreign trade portfolio more effectively and facilitate their access to financing. As part of these branch-based activities, the Bank provided consultancy services to 179 customers in total and conducted financial awareness-raising activities at 87 different branches.
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The services we offer in this context not only facilitate access to financial resources, but also increase the financial literacy levels of our customers, enabling them to conduct informed trade. The foreign trade financing and payment solutions provided by our Bank contribute to the strong position and competitiveness of our customers in international markets.

Agriculture Consultancy

Ziraat Katılım facilitates farmers’ access to finance and supports sustainable agricultural production by offering customized solutions for the agricultural sector.
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The number of customers reached by the Bank through agricultural consultancy services is 169, and this service is provided through 66 different branches. By the end of 2024, the portfolio included 134 Corporate and 35 Individual customers. This diversity contributes to a more inclusive financial structure in the sector by facilitating access to finance for agricultural producers of different scales.
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These services increase inclusiveness in agricultural production by enabling small and medium-sized farmers to overcome traditional financial barriers. The integration of farmers into the banking system and their informed use of financing resources contribute to the sustainable growth of the agricultural sector, while also fostering broader social and economic development.