70 Years of Impact

Vantage West Builds & Supports Communities

By Tiffany Kjos

Competing with some of the biggest players in the finance industry, Vantage West Credit Union has thrived for 70 years by being deeply committed to the community, making banking more accessible, particularly for low- and middle-income members, and by providing proactive, innovative technological solutions.

With more than 200,000 members, Vantage West is the largest credit union based in Southern Arizona and has more than doubled its assets in just the last 10 years.

“Our continued growth is a strong reflection of the trust and support we’ve earned from the communities we serve,” said Mark Papoccia, chief commercial and impact officer at Vantage West Credit Union. “Many people turn to credit unions because they’re seeking a more personalized, member-first experience − something that can be hard to find at larger financial institutions. At Vantage West, our focus has always been, and will continue to be, on serving our members and putting their needs at the center of everything we do.”

The fundamental difference between banks and credit unions is that stockholders own banks, and profits go to them. In contrast, credit unions are owned by their members, and profits are reinvested into the community through loans and other services, said Sandra Sagehorn-Elliott, president and CEO of Vantage West. 

Remaining competitive means continuously evolving Vantage West’s portfolio of loan and deposit solutions to meet changing member needs, Sagehorn-Elliott said. “The world is changing so quickly, we have to keep up and give people what they’re looking for.”

10 Years of Massive Growth

The credit union has come a long way since its founding in 1955, with 600 members and an office in a one-room barracks. Originally known as DMAFB Federal Credit Union, the organization was established on Davis-Monthan Air Force Base to help airmen who were often targeted with high-interest loan offers, Sagehorn-Elliott said. Today, Vantage West still serves many military personnel and retirees but has expanded its membership to include a larger geographic footprint in Pima, Pinal, Cochise and Maricopa counties.

Since its 60th anniversary, Vantage West’s assets have surged from $1.5 billion to $3.2 billion. And while it expanded through mergers in the past, the last decade saw it grow organically.

“We had a couple of mergers, but the most recent was well over 10 years ago,” Sagehorn-Elliott said. “Word of mouth is huge – families referring their children and their neighbors − and we work hard to offer products and services that are relevant.”

That growth also reflects an increase in home loans, and auto, personal, credit card and business loans,  Papoccia said.

“We can only make those loans through the depositors – those individuals who have faith in us, members who place their deposits with us,” he said. “In return, we pass along the benefits associated with that by making loans with low rates and flexible terms right here in our community.”

The credit union has trained 90  bankers as financial coaches who work with members and, in some cases, non-members in branches and through Vantage West’s call center. It also deploys credit union representatives into the community.

For example, it recently joined with the Sahuarita Food Bank and Community Resource Center to offer regular office hours every week at the food bank, where it provides financial coaching and the opportunity to open accounts and help members apply for loans.

“We continuously get feedback that organizations are amazed that we not only come out and talk about what we want to do, but then we show up the next day and we actually do it,” Papoccia said.

The credit union’s community-mindedness is also reflected in its loan-making decisions, which all happen locally. Often, members who apply for a loan via the credit union’s app are approved immediately, but, “if there’s any question, then a real, live person gets involved and will contact you and take the time to understand you and your needs and clarify any questions. That’s all happening right here in Tucson,” Sagehorn-Elliott said.

Certification Creates More Access

As a result of helping people in lower-income brackets, Vantage West was certified as a Community Development Financial Institution in 2018, which gives it access to federal grants through the CDFI fund.

“We pass those grants on to other community organizations and nonprofits and we give them back to our membership through lower fees and interest rates on loans,” Papoccia said.

In 2006 the credit union converted from a federal to a state charter, which enabled it to open membership to more Arizona residents, and it changed its name from DMAFB Federal Credit Union to Vantage West to reflect its new stature.

“So now we have ways of accepting people into the membership that we did not have when we were a federally chartered credit union,” Sagehorn-Elliott explained. “There’s not a big barrier to membership as there had been in past years.”

The credit union still has a branch at Davis-Monthan, along with 12 others in Tucson and five in the Phoenix area, Casa Grande, and Tombstone. While emphasizing technology such as its robust online banking and interactive teller machines, Vantage West continues to expand its physical footprint. Its newest location opened in 2024 in the Golder Ranch Plaza on Oracle Road, and the next new branch will open soon at West Naranja Drive and North La Cañada Drive.

Vantage West is on a mission to make members feel at home at its branches by hosting events such as Member Appreciation Week and a celebration of its 70th anniversary. The credit union also allows nonprofits to use many of its branches for meeting space.

Employees at each branch also get to choose a community nonprofit to support and hold donation drives to support it. 

Esperanza, a nonprofit that helps homeless veterans, has benefited from Vantage West’s philanthropy. Last year it received an unexpected $5,000 donation from Vantage West and ultimately moved its banking operations to the credit union.

“We didn’t realize what we were missing until we discovered what genuine community banking looks like,” said Esperanza CEO Suzanne Bond. “Where our previous banking relationship was transactional, Vantage West has proven to be transformational.”

“Since officially making the switch, I receive personal emails from bank employees regularly – not automated messages, but genuine check-ins to ensure our needs are being met and our mission is being supported,” Bond said. 

Benefits and More

The credit union supports its employees with a robust benefits package that includes generous parental leave, paid time off, and free education through the University of Arizona Global Campus, which offers classes online.

“We always had an education benefit, but this program with the University of Arizona makes it so easy for people with full-time jobs to further their education – it’s very flexible,” Sagehorn-Elliott said. “When the program launched, we went from about 10 or 12 employees taking advantage of our education benefit to 36.”

Vantage West also offers wellness incentives and in-person sessions with investment and retirement advisors. Those kinds of benefits, and its authentic community culture, keep employees like Kelly Mobley happy and engaged. 

Mobley started as a teller 22 years ago, progressed through the branches into management, and is now VP of digital and payments.

“Each individual’s journey is unique, and what truly sets Vantage West apart is our commitment to not only professional development but also educational opportunities. This investment significantly impacts our growth,” she said.  “Ultimately, our focus is on helping people. When we thrive as an organization, we can reinvest in our communities, fostering their growth and success.”

Vantage West believes that its people are the key to the organization’s success, and nowhere is this more evident than in a platform called Idea Exchange.

Any employee, brand new or tenured, can point out opportunities to improve products, processes or guidelines all for the benefit of the credit union’s members. A cross-functional team evaluates every suggestion and for each one that is adopted, the employee receives time off with pay or a bonus.

“I am a firm believer that our team members who are closest to the work are the ones with the best grasp of how to eliminate unneeded steps, improve products, and enhance our members’ experience with the credit union,” said Sagehorn-Elliott. 

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