Rapport & Trust

A New Focus on the Commercial Customer

By Jay Gonzales

With nearly three decades as a businessman in Tucson, Edmund Marquez has been around the proverbial block a time or two with various banks, credit unions and other financial institutions.

He’s owned an insurance agency since he was 22. He owned an auto dealership, operated some gas stations, and dabbled in automobile warranties, repairs and financing.

More recently, as a real estate investor, he’s experiencing the value of working with a credit union – specifically Vantage West Credit Union – in an area that hasn’t been a common offering by those financial institutions – a commercial real estate loan.

“I have banks that I do business with, and when you look at what’s happening in the economy, with all the different regulations, you have to survey the environment,” Marquez said. “Traditionally, an individual doesn’t think about credit unions when it comes to commercial lending.

“But in the last 10 years or so, credit unions have started to really get into the commercial game, and they’ve been smart about it. They stick to the bread-and-butter deals of commercial real estate. They’ve ended up being the most competitive.”

Credit unions are generally known for offering more personalized, often locally focused service to businesses, whereas large banks tend to cater to bigger commercial clients, particularly for high-value needs like commercial real estate financing.

That’s changing, said David Denos, VP of commercial sales for Vantage West. Denos was referred to Marquez for his insurance needs when he moved to Tucson. It was from that relationship that Marquez went to Vantage West for a loan on a commercial property he’s acquiring.

Denos said the company has fully staffed, specialized teams supporting both commercial lending and a comprehensive suite of business banking services, including tools to handle payments, deposits and expenses, equipment financing, and lines of credit.

What sets a local credit union apart is the kind of relationships it can build with its members − something big banks often struggle with unless you’re one of their high-value clients, said Mark Papoccia, Vantage West’s chief commercial and impact officer.

“As with any meaningful relationship, trust and respect must be earned over time,” Papoccia said. “It rarely happens in the first meeting − it often takes multiple touchpoints to build genuine rapport and lasting connections.”

Denos added: “We really encourage our team to go on-site and meet our business members, to see their operations first-hand, build stronger relationships, and gain a deeper understanding of how their businesses work.

“If we all understand where we’re trying to go and exactly what we’re trying to do, it helps if there’s no miscommunication − or what I call the 11th-hour fire that potentially pops up every now and then and ends up creating confusion in a transaction. We really try hard to avoid those.”

As it does with its financial wellness program for individual members, Vantage West wants to be a resource for its commercial customers to help them manage their businesses and succeed.

“We’re committed to offering thoughtful advice and guidance at every stage,” Papoccia said. “Just like individuals, businesses go through life cycles − whether it’s securing startup capital, funding for expansion, or implementing advanced cash management solutions as their operations evolve.

“No matter the size − whether you’re a large enterprise or a first-time entrepreneur − we’re here to support that journey with the right tools and insights at each step.”

A necessary aspect of building those relationships and that trust with its members, Denos said, is hiring the right people to do that. He said it’s what separates credit unions − at least Vantage West Credit Union – from banks and competitors.

“When it comes to financial institutions, our products or offerings are largely similar,” Denos said. “Our competitive advantage is the people we hire. We go to great lengths to make sure we are hiring top talent that truly cares about helping businesses.”

Pictured above – David Denos, VP, Commercial Sales, Vantage West Credit Union. Photo by Brent G. Mathis

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