KIMBERLY I. WORTHY
Fort Mill,SC
Summary
Mortgage operations and loss mitigation executive with 17 years of progressive experience at the Neighborhood Assistance Corporation of America (NACA). Direct large-scale homeowner assistance and mortgage assistance operations spanning loss mitigation, default servicing, portfolio oversight, quality assurance, performance management, staff training, coaching, and leadership development. Lead teams of 75+ staff members through supervisors and team leads, manage a multi-servicer portfolio across Bank of America, Cenlar, Chase, Wells Fargo, and other national servicers, and oversee more than 200 loss mitigation submissions per month. Experienced in KPI reporting, pipeline management, complex escalations, process improvement, and developing high-performing teams.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Homeownership Director
Neighborhood Assistance Corporation of America (NACA)
08.2013 - Current
- Direct end-to-end operations for NACA homeownership assistance functions, including the Mortgage Assistance Program and Home Save operations, with accountability for service delivery, case progression, quality, and staff performance.
- Lead a workforce of more than 75 staff members through supervisors and team leads; establish operating expectations, balance workloads, review performance, address escalations, and develop leadership capability across the organization.
- Oversee more than 200 loss mitigation submissions each month, monitoring document readiness, submission accuracy, acknowledgment, pending conditions, aging, follow-up activity, and final outcomes.
- Manage a combined portfolio involving Bank of America, Cenlar, Chase, Wells Fargo, and other national mortgage servicers; align internal workflows with servicer requirements and escalate barriers that delay homeowner assistance.
- Develop and review KPI dashboards and management reports covering submissions, call activity, member contacts, appointments, approvals, permanent modifications, pipeline aging, productivity, and quality results.
- Maintain a structured quality assurance and staff-development program through file audits, scorecards, coaching plans, targeted training, follow-up reviews, and documented performance improvement commitments.
- Coach supervisors, team leads, and advocates on loss mitigation requirements, case strategy, member communication, documentation standards, performance accountability, and timely follow-up.
- Coordinate complex and time-sensitive matters involving foreclosure activity, trial plans, repayment options, loan modifications, bankruptcy, income verification, and missing documentation.
- Standardize trackers, reporting practices, escalation procedures, and leadership review routines to improve visibility across the submission pipeline and support consistent execution.
- Provide senior leadership with concise operational updates, performance risks, staffing needs, servicer trends, and recommended actions based on portfolio and quality data.
Homeownership Manager
Neighborhood Assistance Corporation of America (NACA)
08.2013 - 01.2020
- Managed daily mortgage assistance and loss mitigation operations, including team assignments, pipeline reviews, member service expectations, submission quality, and follow-up with mortgage servicers.
- Supervised staff responsible for collecting and reviewing financial documents, preparing loss mitigation packages, communicating file requirements, and monitoring cases through servicer review and decision.
- Reviewed high-risk and aging files, resolved workflow obstacles, and escalated urgent cases to support timely action and protect available homeowner retention options.
- Tracked team production, contact activity, appointments, submissions, approvals, and quality results; used performance data to set priorities and hold staff accountable for completion and follow-through.
- Conducted coaching, training, and performance discussions with staff; reinforced documentation standards, member communication requirements, and consistent adherence to established procedures.
- Partnered with internal leaders and external servicer contacts to clarify requirements, address submission deficiencies, and resolve case-specific issues affecting review timelines.
- Supported procedure development and operational improvements that strengthened pipeline visibility, quality controls, staff consistency, and leadership reporting.
Earlier NACA Experience
Neighborhood Assistance Corporation of America (NACA)
- 08.2013
- Advanced through earlier assignments supporting mortgage operations, customer service, case documentation, member follow-up, and coordination with mortgage servicers.
- Built the operational and member-service knowledge that supported progression into management and director-level leadership within NACA.
Education
Bachelor of Science - Criminal Justice
Appalachian State University
Boone, NC05.1991
Skills
Mortgage Operations & Loss Mitigation
Default Servicing
Foreclosure Prevention
Homeowner Retention
Portfolio Management
Multi-Level Team Leadership
Staff Training, Coaching & Development
Performance Management
Quality Assurance
KPI Reporting & Analysis
Escalation Management
Servicer Relations
Workflow & Process Improvement
Executive Communication
Personal Information
Title: HOMEOWNERSHIP AND MORTGAGE OPERATIONS EXECUTIVE
Certification
HUD Certified
Timeline
Homeownership Director
Neighborhood Assistance Corporation of America (NACA)
08.2013 - Current
Homeownership Manager
Neighborhood Assistance Corporation of America (NACA)
08.2013 - 01.2020
Earlier NACA Experience
Neighborhood Assistance Corporation of America (NACA)
- 08.2013
Bachelor of Science - Criminal Justice
Appalachian State University