Meet Kimberly Whitford, NSB’s Training and Development leader, whose passion for helping others grow has shaped how collectors learn, perform, and succeed.
“I joined NSB because I wanted to be part of an organization that values both results and people. From the beginning, I saw the potential to help shape how collectors grow and perform. Over time, my role evolved from day-to-day training to developing structured learning programs like NSBU and Senior Collector Training, designed to elevate skill, consistency, and confidence across our teams. Seeing that growth in others has been one of the most rewarding parts of my journey here.”
Kim joined NSB with a clear goal in mind, to make a difference in how collectors grow and perform.
“I joined NSB because I wanted to be part of an organization that values both results and people. From the beginning, I saw the potential to help shape how collectors grow and perform. Over time, my role evolved from day-to-day training to developing structured learning programs like NSBU and Senior Collector Training, designed to elevate skill, consistency, and confidence across our teams. Seeing that growth in others has been one of the most rewarding parts of my journey here.”
Her focus on structured, scalable development has helped transform training from a daily routine into a strategic driver of success. Through initiatives like NSBU and Senior Collector Training, Kim has created programs that build not only knowledge but also confidence, giving every team member a clear roadmap to success.
For Kim, one of the most meaningful milestones in her career has been the creation and launch of National Service Bureau University (NSBU), a training platform built to guide collectors toward long-term success through classroom learning, coaching, and applied performance.
“I’m most proud of creating and launching National Service Bureau University (NSBU)... It’s been incredible to see collectors not only improve their KPIs but also develop pride in their craft. Watching confidence and skill grow hand-in-hand has made the entire initiative worth it.”
NSBU reflects Kim’s vision of what professional development can be: a balance of structure, encouragement, and real-world application. It’s a program that continues to shape NSB’s culture of excellence and empower collectors to reach their full potential.
Mentorship is at the heart of Kim’s work with us at NSB. Kim views mentorship as an opportunity to help others recognize their potential, strengthen their skills, and grow in confidence.
“Mentorship is at the core of what I do. I’ve had the opportunity to coach collectors who were struggling with structure, call control, or confidence, and many of them are now top performers or mentors themselves. My approach is about helping each person see their potential and turn small daily improvements into big results.”
This approach reflects her genuine investment in others’ growth. By combining patience, structure, and encouragement, Kim helps team members turn challenges into opportunities for development. The ripple effect of that mentorship can be seen across the floor, where many of her former mentees now guide others using the same principles she taught them.
Kim’s leadership extends beyond training and mentorship, but it also includes finding smarter, more efficient ways to help her team succeed. One of her key contributions has been improving how collectors qualify and negotiate payments.
“One key improvement I helped lead was the integration of the Payment Calculator and a more consistent Full & Complete (F&C) qualification process. By standardizing how collectors assess ability and intent to pay, we created a structured, data-driven approach to negotiations. This consistency not only strengthened call quality and collector confidence but also led to a significant increase in average payment amounts across the floor.”
By pairing technology with process-driven coaching, Kim helped transform how collectors think about problem-solving. Her focus on consistency and clarity has strengthened team confidence, improved results, and reinforced NSB’s commitment to combining data with human insight.
For Kim, growth at NSB has been as much about mindset as it has been about skill. Her time with the company has shaped how she leads, connects, and adapts to new challenges.
“Working at NSB has strengthened my ability to lead through influence, not authority. I’ve learned how to balance strategy with empathy — understanding that the best results come when people feel supported and challenged at the same time. Personally, I’ve grown more adaptable, creative, and grounded in the value of continuous learning — traits that carry through both in and outside of work.”
That balance between strategy and empathy has become a defining part of Kim’s leadership approach. She leads with purpose, listens with intention, and continues to model the kind of growth she inspires in others, always learning, evolving and helping her team do the same.
Thank you Kim! for your dedication to developing others and for the passion you bring to training, mentorship, and innovation at NSB. Your commitment to building confidence, structure, and opportunity for every team member has left a lasting impact on our culture. We’re grateful for the way you lead by example and helping others grow, perform, and take pride in their work every day.