Data Powered | Collaborative | Hands On
Ethical Results Driven Leadership
Tisha Hartman is a dynamic leader with a proven track record of success overseeing multi-channel sales and operations on and off-shore.
Formerly the Executive Vice President of Credit and Operations at Western Bancorp in San Jose, and the Senior Vice President of Sales and Retail Lending at KeyPoint Credit Union in Santa Clara, California.
After a successful twenty-year career as an executive leader, Tisha decided to pursue a lifelong goal of earning a college degree. As a first-generation college student, she dedicated the last five years to achieving this milestone, culminating in a Bachelor of Science degree in Psychology from Santa Clara University.
Now, she returns to the workforce with enhanced knowledge and skills, ready to leverage her proven track record of optimizing processes, enhancing operational efficiency, and driving organizational success in high-volume, fast-paced environments.
Professional Experience
Western Bancorp
2017 – 2018
As the Executive Vice President of Operations and Credit, I provided executive oversight and strategic leadership for the organization’s wholesale and correspondent origination channels. My responsibilities included establishing credit and risk policies, setting service level agreements, designing future state technology roadmaps, sourcing and onboarding new investors, product development, managing all aspects of operations and regulatory compliance, overseeing investor relations, vendor management, risk management, with P&L oversight for the operational and credit divisions.
Overseeing operational fulfillment centers both on and offshore, managing monthly production volumes exceeding $500 million and a $15 million business line of credit.
Key Achievements:
Created the future state operational technology roadmap, including simultaneous workflow queuing, task and communication automation, developed proprietary compliance management program and analytics, and built-in automated underwriting analysis capable of assessing complex income and asset calculations with dynamic product and investor-driven changes.
Conducted regular compliance audits and investigations, identifying actionable items to drive compliance, improve service levels, and reduce organizational risk.
KeyPoint Credit Union
2013 – 2017
As the Senior Vice President of Sales and Retail Lending, I provided strategic direction and leadership for Real Estate Lending, Consumer Lending, Loan Servicing, Credit Services, Lending Project Management, and, while acting as Chief Lending Officer, the Commercial Lending divisions. My oversight included secondary marketing, portfolio management, bulk pool and flow sales, and investor servicing for assets such as mortgages, HELOC, auto loans, SBA, and CRE products. Additionally, I managed all aspects of retail sales and wholesale business-to-business sales, due diligence, operations, regulatory compliance, servicing, collections, risk management, marketing, branding, and product development.
I held responsibility for the credit quality and composition of a $3 billion+ asset portfolio. As a voting member of the ALCO (Asset-Liability Committee) and the ESC (Executive Steering Committee), I contributed to the five-year strategic plan and other key organizational initiatives.
Key Achievements:
Implements a new sales originations system, leading strategic planning and implementation of growth initiatives to enhance the organization’s presence and consumer experience, managing growth goals, annual costs/profitability metrics, portfolio risk, and ROA.
Improved the Real Estate Lending division’s national ranking from #394 to #34 within 18 months, as reported by the Callahan Group.
Launched the Credit Union’s first in-house origination platform from scratch, encompassing investor cultivation, product development, marketing, board approval for credit policy, origination and CRM deployment, compliance processes, sales strategies, and operational processes to improve efficiencies, service levels, market share and returns on assets/investments (ROI & ROA).
Completed bulk loan pool sales totaling $216 million, the first in the Credit Union’s 35-year history, effectively managing the loan-to-share ratio to accommodate new production volumes, which grew into a new revenue source as bulk and flow sales were consistently needed to manage the new norms of production volume.
CMG Financial
2012–2013
As the National Underwriting Manager, I directly managed 120 underwriters and underwriting managers nationwide, overseeing production and quality across all channels (retail and business to business), products (conventional, non-QM, FHA, and VA), and investors. I was responsible for establishing risk thresholds and building risk management infrastructures to minimize losses. I developed comprehensive training programs for new underwriters and auditors, covering in-depth appraisal reviews, complex self-employed income analysis, and general underwriting red flags. My role included hiring, training, building productive teams, coaching and developing underwriters, inspiring commitment and camaraderie, and mentoring staff to higher levels of credit authority and designations. I also spearheaded the development of the credit committee and risk management functions.
Key Achievements:
Recruited by the COO to address a systemic issue resulting from the HARP refinance boom, where turn times on new business had reached six months, causing staff stress and reputational risk.
Successfully reduced turn times to industry standards of 24/48 hours within four months by hiring and training qualified staff and developing an operational infrastructure to support increased volume.
Increased closed volume from $300 million to over $745 million during my tenure by establishing proper operational infrastructure in underwriting.
Built a training and onboarding system to support mass hiring, training, and delegation of underwriters.
Assisted the compliance department with the build-out of FNMA’s LQI quality initiative, ensuring all loans met GSE delivery terms.
zIngenuity Incorporated
2011–2012
As the Forensic and Contract Underwriting Project Manager, I Simultaneously managed workloads for two different business channels; the first of which consisted of launching zIngenuity's contract underwriting division, and overseeing in-house and remote underwriters on live compliance underwriting and compliance loan reviews. Inclusive of training underwriters on self-employed income and collateral analysis as well as managing the credit quality and day-to-day production of the group.
The second area of my oversight was on the Defense side of the firm, which included in-depth Rep & Warrant investigations of aged non-performing loans and compiling research analyses and supporting documentation for lender clients and litigation partners. Investigations include amongst other things, confirming compliance with GSE’s charter and delivery terms including, product/pricing restrictions and lender-specific restrictions. Reviewing for and defending against any misrepresentations in regards to credit, employment, income, collateral, and occupancy as it pertains to re-purchase claims and MI Cancellations, through thorough research and knowledge of Fannie Mae, Freddie Mac, major conduits, Alt-A, Subprime guidelines, and general lending compliance.
Board Experience
Metropolitan Transportation Commission Board of Trustees: Transit Transformation Action Plan Subcommittee
2022–2023
As a voting member, I represented students, disabled, low-income, minority, and other underserved community interests. My contributions included:
Developing proposals for changes to transit fare policies aimed at improving passenger experience, equity, affordability, ease of accessibility, and ridership.
Evaluating the costs and inequities faced by riders of public transportation and suggesting policy improvements.
Metropolitan Transportation Commission Board of Trustees: Policy Advisory Council Fare Coordination and Integration Subcommittee
2020–2022
As a voting member, I represented students, disabled, low-income, minority, and other underserved community interests. My contributions included:
Collaborating with BART and other Bay Area transit operators to propose changes to transit fare policies.
Improving transit policy to enhance passenger experience, equity, and ridership.
As the Student Trustee, I held the first voting position as an advisory vote, guiding the Board on all student interests. My contributions included:
Elected to represent over 9,800 students, providing a voice to the District Board of Trustees.
Serving on the annual ad-hoc CCC Election Committee, contributing to the governance and policy development for the college district.
West Valley-Mission College District Board of Trustees
2020–2021
As the Student Trustee I was a voting member and actively participated in campus governance and student representation. My contributions included:
Advocating for student interests and ensuring their voices were heard in college decision-making processes.
Organizing and participating in events and initiatives aimed at enhancing student life and engagement.
West Valley College Associated Student Government Executive Board
2020–2021
KeyPoint Credit Union Board of Trustees: Asset-Liability Committee (ALCO)
2015–2017
As a voting member, my contributions included:
Providing strategic input and guidance on asset-liability management.
Collaborating with senior executives to develop and implement financial strategies aimed at optimizing the Credit Union’s performance and compliance.
KeyPoint Credit Union Board of Trustees: Executive Steering Committee (ESC)
2015–2017
As a voting member, I played a crucial role in guiding the strategic plan and direction of KeyPoint Credit Union. My contributions included:
Participating in high-level decision-making processes to drive organizational initiatives and the five-year plan.
Ensuring alignment of strategic goals with operational execution across the organization.
Education
Santa Clara University
2021–2024
Bachelor of Science, Psychology
Markkula Center for Applied Ethics, Ethics Intern
West Valley College
2019–2021
Associate of Arts, Psychology with Honors
2021 Class Valedictorian
Professional Skills
Operations Leadership: Proven track record in process optimization, operational efficiency, performance metrics, and resource allocation for production over $700M per month managing 120 direct reports.
Sales: Leadership Led multi-channel sales teams inclusive of consumer direct and business-to-business divisions to exceed goals and expectations driving revenues over $19M net per month (Salesforce, Oracle and Microsoft Access)
Data Analysis: Managing a $3 billion+ asset portfolio, including predictive modeling, statistical analysis, and forecasting (SQL, SPSS, Excel, and JASP).
Risk Management: Developed and implemented compliance and risk management programs, processes, and policies from scratch and led regulatory reviews with state and federal regulators.
Regulatory Compliance: Oversight of operational and sales adherence to federal and state regulations, policy development, and regulatory audits.
Corporate Governance: Seven years of board-level advising on governance, compliance audits, and ethical leadership.
Tammy Jordan, Quality Control Manager Linkedin Recommendation
“I have worked under many managers, but Tisha Hartman stands out among them all. During my time working with her, she has proven that she is not only knowledgeable about the industry, but willing to take time to coach and mentor those who work under her. Her impressive skills are only surpassed by her empathy, integrity and patience.
Tisha would be a valuable asset to any company as well as a model for other managers and staff.”
“Mitigating risk in managing people is a strong point where Tisha adds value. Tisha understands timely communication is relevant to lower risk, liability, and avoiding costly litigation.”
“Tisha Hartman is one of the best managers I have ever had the pleasure of working for. Whether addressing staff via conference call, in-person, or email, Tisha is an excellent communicator. Her delivery is strong and compelling.”
“Tisha is a rock star, plain and simple. She manages with empathy but drives her direct reports to excel and achieve and has the ability to motivate and ‘manage up’ those needing extra attention.”
“Tisha was extremely easy to work with and was always helpful on implementing proper policy and procedure with clear communication to the staff.”
“Working under Tisha I learned an indefinite amount of skills; her management style and guidance are exceptional. Tisha is extremely bright, hard-working, reliable, and responsible.”
“Tisha has a unique approach to the strategy of leadership. In a fast-moving industry, she finds the best talent, trains and retains that talent.”
