Delo.ua, 18.03.2026
Ukrainian businesses and wealthy customers are actively entering the international markets, expanding geographical locations and investments, and expecting banks to provide new levels of service alongside financial solutions. Yelyzaveta Tymoshenko, head of the Premium Banking Development Department at Credit Agricole, explained to Delo.ua how the bank assists its customers in the process of international expansion and scaling of businesses abroad, why Ukrainian digital solutions often outpace European, and what role a personal manager and the strength of global banking brand play in the premium segment.
Yelyzaveta Tymoshenko, head of the Premium Banking Development Department at Credit Agricole
For the average Ukrainian, premium banking is often seen as a service for “the chosen ones”. Is that really the case today? Who can access it and what does your typical customer look like these days?
- The stereotype is gradually changing as of late, especially in Ukraine. Our customers are very demanding, no matter the industry, including when it comes to service. If we compare a traditional private banking in Western Europe and premium banking in Ukraine, they are clearly different models.
The private banking segment in Europe traditionally remains more exclusive and focused on customers with a high capital level. In Ukraine, the premium segment customers are getting younger and often do not meet the formal criteria set by European banks for accessing private banking, yet they expect a similar – or even higher – level of service.
Ukrainian customers expect high-quality service, financial management, personalized approach, and swift resolution of their requests. Service is the key difference. In this regard, Ukrainian premium banking is often customer-centric compared to the traditional European models.
You have mentioned that your customers are getting younger. What is the age difference compared to Europe?
- In Ukraine, we see the active development of new sectors, in particular IT. Owners of companies and top management achieve financial level of the premium segment before reaching 40 years old.
In Europe, however, private banking customers tend to enter the segment at the age of 50 or older. There are obviously exceptions, but overall the age difference is apparent. This segment is significantly younger and more dynamic in Ukraine.
What are the main benefits for premium banking customers?
- First and foremost, we offer a personalized approach to each customer’s needs. A personal manager becomes essential when it comes to complex financial matters, such as portfolio management, investment decisions, and currency diversification. Thus, in our bank, the customer receives professional advice on tariffs and investment products, including access to domestic government bonds, ability to structure the funds in different currencies and across various types of accounts (term deposits, demand deposits), and more.
At Credit Agricole, we offer customers the combination of international experience and stability of one of the ten largest banking groups in the world. Our flagship product is Sommelier card package, which provides access to the increased credit limit of UAH 500,000, ability to withdraw cash abroad with no commission, insurance policies (Green card, family insurance), as well as exclusive selection of services that make both your life and travels more comfortable. This includes access to lounge zones in hundreds of airports worldwide, Fast Track service, discounts at restaurants and hotels, car rent programs with bonuses, and other partnership offers. In addition, we host private wine tasting and business events featuring external experts for Sommelier package holders. The bank’s goal is to provide a single entry point, so that the customers don’t have to seek out additional service providers.
We pay special attention to long standing cooperation. Around 35% of customers remain with us for more than five years. We celebrate such milestones with personal expressions of gratitude and presents from the bank. It is also very important to our customers that one manager provides service for the whole family – this saves time and simplifies the processes. Such approach strengthens trust.
As a result, in 2025, the bank achieved a considerable growth in premium segment.
You are part of a large international Group. How does that help in the premium segment?
- International Group provides customers with the brand, history reputation, and high compliance standards. For many customers, this is very important as they choose not just a product but an institution.
I often say that recommendation from Credit Agricole is a “seal of quality”. If the customers want to open an account at a foreign bank, they can’t always just contact the bank directly. The process is very complicated: making appointments, meeting document requirements, etc.
Sometimes, when we have long-standing and trusting relationship with a customer, we can provide a letter of recommendation and vouch for the customer’s reputation. It is very important for the international banks as the standard is the same across the Group in France, Italy, Monaco, and Ukraine.
As for the rates, we were never leaders in the maximum deposit rates. It is not part of our strategy. Instead, we offer competitive loan terms and stability. Our customers understand this, they are financially knowledgeable and assess not only the interests, but also the risk, reliability, and service.
What services are a priority for the premium segment customers? Is there a difference between Ukrainian and international customers?
- They all share a common goal: to generate profit from their own capital. Investment opportunities in Ukraine are limited due to the underdeveloped stock market. For this reason, it is hard for us to compete with foreign banks, which offer a wide range of investment tools.
There is a separate sub-segment in the structure of the international Group that specializes in servicing customers of the highest level – Banque Privée. We actively cooperate and exchange expertise with our colleagues from France, Switzerland, and Poland.
Under the Group’s “umbrella”, Amundi is one of the largest European companies managing assets. Through it, the customers have access to investment stocks. If a customer opens an account in Switzerland, it is considered a classic private banking with the wide investment opportunities.
After the start of the full-scale invasion, many Ukrainians and businesses moved abroad. How did it impact your business?
- The war highlighted many points. We proved that Credit Agricole is not just a bank that conducts financial transactions, but also a real partner for its customer.
If the customer moves the business abroad, we work with our corporate division to arrange joint meetings with our colleagues at Crédit Agricole in other countries, such as Poland, France, and USA.
There are many business owners among the bank’s premium customers. We watch how they develop companies, perform M&A, build enterprises from scratch both in Ukraine and abroad. At the same time, we assist their families who are also located outside of the country.
How digitalized are your services for premium customers? How do you provide digital security of the products?
- Our bank is constantly improving data security systems and implementing innovative solutions. I am delighted to note that the information security management system of our banking services has successfully passed an audit and received a certificate of compliance with the international ISO standard.
As for digitalization, it is hard to compete without it in Ukraine. We offer online onboarding without having to visit an outlet (through Diia authorization), mobile services, and remote account management. We constantly exchange best practices with the divisions of the Group in other countries: we implement their solutions while also sharing our own practices that are of interest to them.
Many customers who moved to Europe were surprised by the level of digitalization in Ukraine; our banking services are often much more modern compared to other countries.
Did the customers close their accounts after moving abroad?
- These are rare cases. Even those who have been living abroad since 2022 usually keep their accounts open. Often, the business interest remains in Ukraine. Moreover, not all European banks provide the range of services – for example, lounge zones in airports as part of the card package.
Why do customers choose your bank specifically? What is the feedback?
- First and foremost, it is the personal manager. Customers often say “I am here thanks to Anna / Viktoriia” and so on. The manager’s professionalism is a key factor in building trust. The second point is recommendations. If customers recommend our bank to their partner, it is an indicator of high satisfaction.
At the same time, synergy also plays a crucial role: manager’s professionalism, the bank’s reputation with over a hundred years of history, and stable processes. Without the sustainable brand, even the best manager wouldn’t be able to keep the customer.
What about employees? Is it hard to find premium managers?
- The situation on the labor market remains difficult, and will probably stay that way for a few more years. A significant number of people left the country. We have felt the impact in our premium segment, yet the employee turnover here is the lowest among all segments.
The bank has a strong corporate culture: minimum hierarchy, more openness and respect. An employee at any level can meet the CEO. Such level of trust makes people stay.
As for the customers following their personal manager, it doesn’t always work that way. Customers pay attention to the bank’s brand and reputation. Our task is to provide them with the same level of professionalism and approach in case the manager changes.
What can premium customers expect in the near future?
- We plan to expand our services. It is really hard to significantly change banking products, so the main focus remains on partnerships and additional services for the bank to stay the one-stop shop.
One of the important trajectories is networking. We organize Premium Club meetings: macroeconomic reviews, panel discussions with well-known speakers, government representatives, political scientists, etc. We discuss investments, impact of AI on financial solutions, and current economic challenges.
Executive Gala Dinner from Premium Banking Crédit Agricole and Diia.City Union
For Sommelier card package holders, we organize more informal events. Before, there were French wine tasting events that reflected the bank’s identity. Since the start of the full-scale invasion, we changed the approach and began to invite Ukrainian winemakers, entrepreneurs, particularly Serhii Stakhovskyi.
We support small, medium-sized, and corporate businesses, as well as the economy as part of the Aim to Invest in Recovery strategy. And this is not just a strategy on paper; the employees feel the sense of involvement in the country’s recovery at every level of their work.
