Doreen Chebor

Results-driven Collections Team Leader with 7 years of experience managing early bucket collections, complemented by strong expertise in portfolio management, credit risk assessment, and debt recovery strategies. Skilled in analyzing portfolio performance, identifying high-risk accounts, and implementing targeted collection approaches to maximize recoveries while minimizing losses. Experienced in overseeing collection agents and field officers, managing legal escalations, and ensuring compliance with regulatory and company standards.

Adept at using data-driven insights to monitor trends, mitigate risks, improve portfolio quality, and consistently achieve collection targets while driving operational excellence and team performance.

Client Team Leader (I&M bank, NCBA bank, KCB bank, Co-operative bank) - Receivables Management Services

(2026-02)

• Manage and analyze assigned debt portfolios to maximize recoveries and minimize losses.
• Monitor portfolio performance, delinquency trends, and recovery rates.
• Segment accounts based on risk, aging, and collectability to optimize collection strategies.
• Develop and implement portfolio-specific recovery plans and action strategies.
• Prepare portfolio performance reports and recovery forecasts for management.
• Oversee debt collection activities to ensure recovery targets are achieved.
• Review high-value, complex, and high-risk accounts and determine the most appropriate recovery approach.
• Approve repayment plans, settlements, and recovery recommendations within delegated authority.
• Monitor collection effectiveness and recommend process improvements.
• Supervise, coach, and mentor collection officers and field agents.
• Set performance targets and monitor team productivity.
• Conduct performance reviews, quality assessments, and training sessions.
• Drive a high-performance culture focused on achieving collection objectives.
• Identify portfolio risks and implement mitigation measures.
• Ensure compliance with company policies, client requirements, and applicable regulations.
• Monitor collection activities to ensure adherence to ethical and legal standards.
• Handle escalated compliance issues and customer complaints.
• Review accounts that qualify for legal action.
• Coordinate the referral of eligible accounts to legal teams or external advocates.
• Monitor legal recovery cases and provide updates to management and clients.
• Ensure proper documentation is maintained for legal proceedings.
• Supervise and coordinate field collection activities.
• Review field visit schedules, reports, and recovery outcomes.
• Ensure field agents comply with company procedures and professional standards.
• Evaluate the effectiveness of field recovery efforts and recommend improvements.
• Prepare daily, weekly, and monthly collection and portfolio reports.
• Present portfolio performance, risk analysis, and recovery trends to management.
• Liaise with clients, legal teams, and other stakeholders to enhance recovery performance.
• Support audits and management reviews when required.

Client Team Leader (Stanbic Bank, NCBA Bank, Aspira HP) - Collection Africa Limited (CAL)

(2022-02 - 2026-01)

• Lead, coach, and motivate collection agents to achieve recovery targets.
• Monitor daily productivity, call quality, and collection effectiveness.
• Conduct performance reviews and provide regular feedback.
• Develop action plans to improve underperforming team members.
• Analyze assigned debt portfolios to identify collection trends and recovery opportunities.
• Segment accounts by risk, age, balance, and collectability.
• Monitor portfolio performance against recovery targets and key performance indicators (KPIs).
• Recommend collection strategies based on portfolio performance and debtor behavior.
• Prepare portfolio performance reports for management and clients.
• Review accounts that have exhausted normal collection efforts.
• Assess accounts for legal action based on company and client criteria.
• Escalate suitable accounts to the legal department or external legal partners.
• Liaise with legal teams regarding documentation, debtor information, and case progress.
• Monitor legal recoveries and provide updates to management and clients.
• Plan and supervise field visit activities for field collection officers.
• Approve and prioritize accounts requiring physical visits.
• Monitor field agents' productivity, visit outcomes, and recovery performance.
• Ensure field visits are conducted professionally, safely, and in accordance with company policies and applicable laws.
• Review field reports and recommend further action where necessary.
• Develop and implement collection strategies for different portfolio segments.
• Identify high-value and high-risk accounts requiring special attention.
• Coordinate skip-tracing and debtor location efforts where necessary.
• Recommend settlement options and repayment arrangements within approved authority levels.
• Serve as a point of contact for client escalations and portfolio reviews.
• Provide clients with recovery updates and performance reports.
• Ensure client-specific collection requirements are followed.
• Build strong relationships with internal departments, clients, and legal partners.
• Ensure all collection activities comply with regulatory requirements, company policies, and client agreements.
• Monitor adherence to ethical collection practices.
• Handle escalated complaints and compliance issues.
• Minimize legal, operational, and reputational risks.
• Prepare daily, weekly, and monthly collection performance reports.
• Present portfolio analysis, recovery trends, and recommendations to management.
• Track team performance metrics and operational efficiency.
• Forecast expected recoveries and identify risks to target achievement.

Account Manager (ACM) - Collection Africa Limited

(2019-07 - 2022-02)

• Call, email, or send messages to customers with overdue accounts.
• Inform debtors about outstanding balances and payment obligations.
• Maintain professional and respectful communication.
• Discuss repayment options with debtors.
• Set up payment plans based on the debtor's financial situation.
• Encourage timely settlement of debts.
• Monitor assigned accounts regularly.
• Follow up on broken promises to pay.
• Ensure collection targets are met.
• Accurately record all communications and payment commitments.
• Update collection systems with account status changes.
• Maintain complete and accurate customer information.
• Investigate disputes regarding balances or payments.
• Liaise with clients and internal departments to resolve issues.
• Provide account statements and supporting information when required.
• Achieve daily, weekly, and monthly recovery goals.
• Reduce delinquency levels within the assigned portfolio.
• Maximize recoveries while maintaining compliance.
• Follow debt collection laws, regulations, and company policies.
• Treat customers fairly and ethically.
• Protect confidential customer information.
• Prepare updates on collection activities.
• Report difficult or high-risk accounts to supervisors.
• Highlight trends that may affect recovery performance.

House Keeper - Apex Africa Tehra Services

(2017-01 - 2018-02)

• Cleaning the office- Day to day cleanliness and housekeeping.
• Typing and printing banners- daily printing of art works and banners.
• Delivery- delivering cheques to different banks and saccos.
• Tracking reports- for monthly usage and utilities.
• Filings- Filings of different documents on a day to day.

Bachelor of Arts - Counselling Psychology - University of Nairobi (2019-02 - 2024-12)

Kenya Certificate of Secondary Education - St. Joseph's Girls High School Chepterit (2013-02 - 2016-12)