Customer Base Expansion and Competitiveness
IBK is sharpening its retail banking competitiveness by growing its retail customer base and offering stable deposit products. The number of retail customers reached 17.13 million—an increase of 208,000 year-on-year—while total retail deposits stood at KRW 90.7 trillion, accounting for 39.7% of the bank's total branch-sourced deposits. IBK maintains a stable deposit structure amid interest rate volatility and shifting capital flows by pursuing a funding strategy centered on core low-cost deposits.
IBK became the first bank to be selected as the operator of Nara Sarang Card for military personnel for two consecutive terms, serving as the primary bank for the armed forces from 2016 to 2033. The bank secured the third-term contract in a competitive bidding process against major banks, demonstrating its strong competitiveness in retail banking. By the end of the third term in 2033, the program is expected to generate approximately 2.75 million new customers, KRW 2.5 trillion in core deposits, and KRW 8.7 trillion in cumulative card spending. The bank has also broadened its deposit and lending product packages beyond enlisted personnel to include military officers and their families, further reinforcing its position in the military financial services market.
IBK offers "IBK Pack," a retail financial product package that bundles personal banking, pension, and card products to deliver differentiated benefits and enhanced convenience tailored to customer needs. Additionally, the bank launched "i Bom," an integrated platform offering both financial and non-financial services to support customers from pregnancy through childbirth and childcare. IBK has also fulfilled its role as a policy financial institution by providing financial relief to customers affected by national disasters—including torrential rain and wildfires—extending microfinance for low-income youth and military personnel, and running campaigns to help customers locate unclaimed financial assets. These daily life-oriented financial services continue to enhance the public value and financial accessibility of retail banking.
Retail Loans
IBK is enhancing the stability and soundness of its retail lending portfolio through end user-focused loan management and responsible oversight. As of the end of December 2025, the retail loan balance stood at KRW 43 trillion, up KRW 325.4 billion from the previous year-end. Growth was driven primarily by mortgage loans (including lump-sum housing lease loans) for actual housing needs. Non-housing collateralized loans declined, reflecting qualitative improvement in the loan portfolio.
To strengthen digital product competitiveness, the bank launched new non-face-to-face retail loan products, including professional credit loans, home purchase loans, and collective mortgage loans for final payment.
Non-Face-to-Face Services
IBK is expanding non-face-to-face lending services to enable customers to access retail loans without visiting a branch. The "Smart Loan Agreement Service," which allows loan disbursement through electronic agreements following consultation, has been extended to major products, including mortgage loans and lump-sum housing lease loans. Non-face-to-face credit loans are available 24 hours a day, including on public holidays.
The bank also introduced mobile issuance of key loan-related certificates—such as financial transaction confirmations and debt certificates—to enhance convenience for borrowers.
SME Support
IBK operates the SME Employee Preferential Program to encourage long-term employment and promote job stability among SME workers. As of December 2025, the program had provided KRW 3.74 trillion in retail loans to SME employees, along with annualized interest rate reductions totaling KRW 12.5 billion.
The bank also introduced additional interest rate discounts for skilled technical workers, helping SMEs attract and retain high-quality talent.
Inclusive Finance
As a policy financial institution, IBK is steadily broadening inclusive finance to enhance financial accessibility for low-income households and vulnerable segments of society. As of December 2025, the bank had provided KRW 667.1 billion in policy-based financing for these groups.
An exclusive partnership with the Korea Workers' Compensation & Welfare Service enabled IBK to introduce the "Living Stabilization Fund Credit Loan" for low-income workers. The bank also offers the "Win-Win Finance lump-sum housing lease loans" to low-income youth and newlywed couples. IBK also operates the "Business Closure Support Loan Refinancing" program to help microbusiness owners facing difficulties in continuing their operations make a fresh start. The bank provides non-face-to-face "i-ONE Stepping Stone Loans," enabling borrowers with strong repayment records on government-backed microfinance programs to transition seamlessly to bank loans without any gap in funding.
Customer-Centric Digital Banking Innovation
IBK is advancing its retail banking services—primarily through digital channels—to improve convenience and accessibility for individual customers.
Launch of i-ONE Bank 3.0
In September 2025, IBK launched i-ONE Bank 3.0, its mobile banking app for retail customers to further enhance its role as a financial platform. The bank expanded service accessibility to enable users to access major financial services regardless of account ownership. The bank introduced simplified banking features for senior customers and sign language consultation for customers with disabilities. It also obtained app accessibility certification, demonstrating its commitment to supporting digitally marginalized groups. These efforts were recognized with the Grand Prize in the UI/UX Innovation category at the Smart App Award 2025 and selection as a Best Public App by the Ministry of the Interior and Safety.
Launch of IBK Mobile Branch
In September 2025, IBK launched IBK Mobile Branch, a mobile web platform that enables customers to access financial services without installing a dedicated app or obtaining a digital certificate. The platform offers a customer-friendly UI/UX that streamlines product enrollment and non-face-to-face document submission. Built on state-of-the-art cloud infrastructure, it ensures stable transaction processing even during periods of high concurrent traffic. Security capabilities were further enhanced through the adoption of facial recognition and mobile ID verification technologies. In recognition of its innovation, IBK received the Grand Prize in the Financial Services category at the Web Award Korea 2025.
Launch of Integrated Security Platform "i-ONE Guard"
In April 2025, IBK launched i-ONE Guard, an integrated security platform for personal smart banking services. The platform integrates i-ONE Vaccine—which blocks security threats in real time—with smartphone security self-diagnostics and a unified safety-care service, reinforcing the bank's fraud prevention framework. In December, IBK further enhanced the platform by introducing a copy-and-paste diagnostic feature to detect suspected scam messages. The bank also adopted AI-based URL and SMS scanning technologies in conjunction with AhnLab V3 security solutions, further elevating its cybersecurity capabilities.
New Product and Service Promotion on External Platforms
IBK leveraged major external platforms—including Naver, Kakao, and Google—to promote new products and services, driving non-face-to-face customer acquisition and growing product sales.
Enhancing Brand Awareness by SNS Short-Form Production and Merchandise Marketing
The bank produced SNS short-form content powered by generative AI and ran collaborative merchandise campaigns with popular characters, amplifying viral reach for new products and services while strengthening brand awareness.
Stage-Based Marketing Aligned with the Customer Transaction Journey
Welcome gifts and app-experience events encouraged early engagement among new i-ONE Bank users, while participatory content—such as attendance check-ins and mission challenges—helped deepen transaction activity.
Efficient Digital Marketing via External Media Channels
The bank deepened partnerships with external media platforms by utilizing CPA and CPE advertising models. Optimized targeting of high-potential customer segments improved marketing efficiency while driving new customer acquisition and increased app engagement.
* Cost Per Action (CPA): A performance-based model in which advertising costs are incurred only when a customer completes a specific action
* Cost Per Engagement (CPE): A digital marketing model in which costs are incurred only when a customer performs a predefined activity (e.g., app installation or execution)
ESG Management via Digital Channels
IBK continued to advance ESG initiatives through digital channels, including a resource recycling participation event conducted in partnership with eco-friendly lifestyle platform "ECOYA Earth."
MyData-Based Integrated Platform Enhancement
IBK is enhancing its integrated platform by leveraging MyData to improve asset management convenience and connect financial services with public services.
Integrated Public Service Platform "Public+"
In 2025, IBK participated in the "Digital Service Opening" initiative led by the Ministry of the Interior and Safety and launched "Public+," a dedicated public service platform embedded within i-ONE Bank. A total of 11 public services are now conveniently accessible through i-ONE Bank without visiting separate government websites. These include Hometown Love Donation, Benefit Notification, reservations for the National Museum of Korea and its Children's Museum, and vehicle inspection bookings.
Launching "Branch MyData"
In November 2025, IBK extended its MyData service—previously available only through non-face-to-face channels on i-ONE Bank—to physical branches with the launch of "Branch MyData" service. This service lets customers view assets held across multiple financial institutions at a glance while visiting a branch and receive real-time consultations with staff, enabling more precise and personalized asset management. This initiative enhances financial accessibility for digitally marginalized groups and strengthens the bank's service competitiveness.
"i Bom": Services Tailored to Child Growth Stages
In September 2025, IBK launched "i Bom," a MyData-based service platform that enables parents to manage their children's finances and government benefits in one place. The platform provides financial and lifestyle information tailored to each stage of a child's development—from before birth through adolescence—allowing parents to manage their children's assets and benefits in a seamless manner. Going forward, IBK plans to further develop "i Bom" into a comprehensive platform encompassing all aspects of family finance and daily life.