Tanita Richardson dreamed of playing in the WNBA, but aftertearing her MCL during a college basketball game, her trajectorychanged. Now, CU Times' latest Women to Watch honoree is dedicatedto making a difference in the lives of Chevron Federal Credit Unionmembers.

However, Richardson loved the game as it kept her focused anddriven, so the realization she could never play again competitivelywas devastating.

Fortunately, lessons of discipline and perseverance that shelearned on the basketball court served her well, as they helped the latest Women toWatch honoree ultimately find her true calling as assistantvice president of real estate lending at the $2.6 billion creditunion in Oakland, Calif.

Her professional career began as an administrative assistant in1998. She went on to work for Bank of America, Provident Funding,Countrywide and Washington Mutual prior to joining Chevron FCU in2006. Over the years she's worked in all areas of real estatelending, from sales, processing, underwriting and closing, to postclosing, secondary marketing, credit risk and management. Herexperience has given her a unique perspective and understanding ofthe challenges her team can face on a daily basis, which in turnhas led them to believe they have the power to achieve anygoal.

“I fell into this industry, but stuck with it as I was inspiredby so many professional women who were in higher level positions,and I found real estate interesting,” she said.

When she was a child, Richardson and her family moved aroundfrom apartment to apartment and oftentimes stayed with relatives.As someone who often looks back at her humble beginnings, she saidbeing part of an organization that helps other people get into ahome or better their financial situation has been a truly rewardingexperience.

“I've always tried to find the positive in everything,”Richardson said. “I understand now that I have a purpose and thatis to help members have a home, and find the stability I didn'thave throughout my childhood.”

A strong believer in constant preparation, she urges creditunions to implement procedures, policies and processes that willstand the test of time, as well as pay close attention toregulatory changes.

“Don't put a Band-Aid over challenges you have to revisit overand over again,” she said. “The last thing you want to do isscramble to be compliant, because it will only lead to majorcustomer service and retention issues.”

For example, throughout the TRID compliance-related transition,Chevron FCU has been able to strategically plan and maintain all ofits real estate lending products and programs, whereas several ofits competitors have had to suspend a few of theirs.

In addition to understanding members' needs and monitoringmarket trends, she said real estate lending professionals should befocused on the ways in which regulations can support rather thanhinder their lending efforts. A constant evaluation of how tocontinue increasing market share within the real estate lendingindustry can help professionals find new opportunities, shesaid.

During the refinance boom years ago, ChevronFCU created its Xpress Refinance Program to support members lookingto lower their rates or adjust their terms in an expedited mannerand without going through the hassle of a full refinance. Thisprogram has also helped the credit union retain a portion of itsportfolio that may have otherwise shifted to another lender.

In addition, the credit union's Preferred Realtor Program,implemented and led by the marketing and real estate lending salesdepartments, has helped put Chevron FCU at the top of manyRealtors' minds by letting them know the credit union is availableas a resource to support their real estate lending needs.Richardson said through this program, the credit union has not onlygrown its loan portfolio, but has also built and deepenedrelationships with Realtors. The credit union is also one of fourpreferred lenders for the Chevron Corporation's Relocation Program,which has been a huge benefit and resource for employees.

“What we've found as we listen to our members, especially withthe relocation program, is just how much opportunity exists to maketheir transition easier,” she said. “That results in an improvedlending experience and that ultimately benefits all our members.Don't be afraid to create new programs or services. Providingmembers with more options helps grow our portfolio and membershipbase while supporting their needs.”

Other real estate lending musts in today's market include havinga loan origination system that supports products and programs,employing a sufficient number of staff members to support theorganization's goals, implementing a retention program andmaintaining low delinquency ratios. In addition, she said keepingmembers informed throughout the entire lending process – from thetype of loan they are getting to the costs associated with it tothe internal process flow – goes a long way in the lender'sretention efforts.

“We always look at process flows and how to be more efficient,”she said. “We look at what common sense changes we can make to makeit easier for members to do business with us while still ensuringwe're managing the risk. Our motto is work smart and workfast.”

Chevron FCU's real estate loan portfolio counts for 72% of itsassets. According to the NCUA Financial Performance Report endingin June 2015, the credit union had an ROA of 1.05, market sharegrowth of 12.33 and loan growth of 10.52 compared to its peeraverages of .83, 8.26 and 9.96, respectively.

She credits the growth to interdepartmental collaboration, aswell as the trust she has in her teams to deliver high-qualityresults. She constantly meets with team members to share goals,check in on how they are doing and find out what kind of supportthey may need for their personal and professional growth.

“Without the support of my mentor Teresa Andrews and her givingme the opportunities I had, it would have been a longer climb to bewhere I am today,” Richardson said. “So, I find it only fitting tobe a resource for others. We all need someone to guide us at somepoint in our careers. Someone once told me that I would somedayrealize my true potential when I believed I deserved it. They sawsomething in me that I didn't see in myself and it was in thatmoment that I felt that much more validated and inspired toincrease my professional capacity.”