A good client relationship is built on solid trust

Customer orientation, trust and personal service are core values at United Bankers as we build long-term relationships with our clients. In a nutshell, this means that we put the needs and wishes of our clients first in everything we do. This approach requires a profound understanding of our clients’ financial situation, risk profile, familiarity with investing and long-term goals. As an asset manager, United Bankers’ mission is to provide tailored solutions that meet the individual needs of each and every client.

According to the annual satisfaction survey, United Bankers’ retail clients feel that the values mentioned above are also reflected in the actual client experience. We honour our agreements and we are always professional and reliable. Our clients also praise our personal service and the investment solutions we tailor to their individual needs. The following client stories describe actual experiences behind the survey results.

A good asset management partner looks in the same direction as the client

A customer-oriented asset manager is an advisor and partner to the client, not just a service provider. Joonas Kairajärvi, head of United Bankers’ private banking team, says that this requires active listening, constant interaction and regular monitoring of the client’s investments. “When you listen carefully to your clients, it is easy to find the right solutions for them. It is also important to be yourself when you interact with clients. My goal when I talk to a client is always to make sure that we understand things the same way, and that the discussion and the decisions that are made leave the client feeling positive,” Joonas Kairajärvi says.

One of Joonas’ satisfied clients is the parish of Lohja. Tarja Virtanen, Administrative Director of the parish, says that the parish has been a client of United Bankers since December 2016. At the beginning of the client relationship, she had just started her director role, which includes responsibility for the finances and investments of the parish.

Today, demographic changes are having an impact on parish finances. “Building buffers for the future is more and more important in the management of parish funds today. The declining number of people in younger age groups means we need to prepare for a shrinking congregation. For us, investing is about seeking returns, while maintaining stability,” says Tarja Virtanen.

According to her, the parish’s investment guidelines are clear and simple: “Our goal in investing is to beat inflation, and to have a reasonable level of risk. With this objective in mind, it is obvious that we cannot deposit our funds in bank accounts alone. We also need a good return. When I started at the parish, funds had accumulated in its accounts, and I set out to find suitable investments for these funds. Our cooperation with United Bankers started with a single investment product. Joonas Kairajärvi has managed our client relationship from the beginning.”

"When you listen carefully to your clients, it is easy to find the right solutions for them"

Over the years, the cooperation has expanded, and United Bankers is now also one of the parish of Lohja’s asset managers. “I have divided the investment activities into two very separate segments, asset management and individual investments. The parish selected its asset management partners through a competitive tender process. What matters most is trust and smooth cooperation, which we build with asset managers over a very long period of time. We obviously want to keep hold of a good partnership. When selecting individual investments, on the other hand, the emphasis is on good diversification and clear product characteristics. Sustainability is also extremely important to us as an investor. From an environmental responsibility perspective, United Bankers’ forest fund, for example, is a very well-suited investment for us,” Tarja Virtanen says.

Tarja Virtanen emphasises the fact that investors must understand and accept the laws of investing. “Cyclical fluctuations are part of the economy and markets do change. It is natural that not all investments will always perform as expected. United Bankers has, however, also been very successful in this respect. It is essential that investments are always carefully reviewed. I always get clear answers from our contact person to any questions I may have.” Virtanen also points out that the parish is by nature a very long-term investor: “The church is an institution that is many centuries old and its quarters last 25 years. This brings perspective to the approach.”

Trust and flexibility are at the core of good service

A good asset management partner puts the needs and wishes of its clients first and provides tailored solutions that meet each clients’ particular needs. Tarja Virtanen says that customer orientation and trust are also central in their cooperation: “United Bankers is a good-sized partner for us, because they can provide much better opportunities for customisation than bigger banks. You could say that we enjoy the benefits of a large investor, even though we are a medium-sized one.” She also highlights United Bankers’ flexibility and very prompt service. “The most important qualities of our contact person Joonas Kairajärvi are his solution-oriented approach and reliability. My own role mainly involves other areas of responsibility, so I have limited for investment matters. Joonas tries to put himself in the client’s shoes, and I can be sure that he will always try to find the best solutions for us. Trust makes cooperation pleasant and effortless,” Tarja Virtanen says.

In the picture United Bankers' private banking-teamleader Joonas Kairajärvi and Web Manager Päivi Pietiäinen.

Personnel commitment helps build long-term client relationships

United Bankers’ key strength is its highly experienced and knowledgeable personnel. The high level of commitment is reflected by the fact that around 75 per cent of employees and tied agents are also shareholders in the company. 

An entrepreneurial mindset is an important value for Antti Palviainen. His company Tilaneuvos Oy became a client of United Bankers in 2018 on the recommendation of a friend. Born into a family of small farmers, Antti Palviainen says that life has taught him to value work and entrepreneurship. Having been involved in running a business for so many years, he feels that the employee ownership at United Bankers is an important factor: “Ownership sends a message of commitment and that is something I value as a client. It also influenced my choice of asset management company.” Antti Palviainen says that, all in all, his impression of United Bankers’ values has made a positive impression on him over the years. What is more, he likes the company’s clear way of communicating.

Joonas Kairajärvi is also responsible for the Tilaneuvos account. Antti Palviainen describes his relationship with his UB contact as close and confidential. He praises Joonas Kairajärvi’s service-oriented approach: “Joonas is very good at being on the same wavelength as the client. He handles things competently but also in his own relaxed style. I particularly enjoy the fact that I can always ask questions and then get straightforward answers. Joonas also regularly offers me the opportunity to speak directly with portfolio managers. This gives me the feeling that as a client I am important.”

Joonas Kairajärvi also considers the personal nature of the service to be an important value: “I always tell clients that I am there when they need me. I am very happy to meet clients face to face. For example, I visit Antti in North Karelia a couple of times a year. Otherwise, our communication takes place smoothly by phone.”

Antti Palviainen says that he is currently active in several sectors of business with a particular interest in real estate investment and forestry. He has also accumulated investable assets through business transactions. In his current stage of life, Antti Palviainen says he is looking for stability in his investments rather than a high return. The assets he has invested are intended to provide for his retirement in due course. “For me, the amount of money I have acquired is not important as such, what matters more is quality of life and the meaningfulness of the work I do. I want my asset management company to be a partner that understands what is important for me and my goals as a client. This is the prerequisite for successful cooperation,” says Antti Palviainen.

Antti Palviainen says that he also has a long-term approach. He says that he is so satisfied with his current situation with United Bankers that it would take a lot for him to consider changing his asset management partner. His own positive client experience has led him to recommend United Bankers to friends and acquaintances. “It takes a lot for me to make recommendations. You put your own authority at stake,” he points out.