Resolution Officer

KSI Law; Markham; On-site; CAD 38,000 - 45,000; Full time

Benefits offered by this job

Health, dental, vision, life insurance

AD&D

Long-term disability

Employer-paid benefits

Free gym membership

Weekly incentives

Job summary

KSI Law in Markham, Ontario is hiring a Resolutions Officer to manage delinquent accounts nationwide. You will handle balances from $750 to $2,000, work with calls, emails, and CRM notes, and help determine the best repayment paths while ensuring compliance within a law-firm setting.

The role requires 2+ years in collections or credit, strong communication, and knowledge of credit reporting. It offers a salaried schedule, benefits, and rotating shifts with Saturdays.

Qualifications

• 2+ years in collections, credit, or contact centre roles.
• Knowledge of credit reporting and how collection activity affects credit standing.
• Strong verbal and written communication skills for complex interactions.
• Proficiency with Microsoft Outlook, Excel, and CRM systems.
• Fluent in English (spoken and written).
• Willingness to work rotating shifts including Saturdays.

Responsibilities

• Collect balances ranging from over $750 up to $2,000 across provinces.
• Manage inbound and outbound calls with account holders and emails using Outlook templates.
• Maintain detailed notes and payment arrangements in the CRM system.
• Review account history and assess for dispute or resolution path.
• Interpret credit reports to guide repayment strategies.
• Provide guidance on credit impact and account resolution options.

Skills

Collections experience

Credit reporting

Communication skills

Outlook

Excel

CRM systems

English fluency

Tools

Outlook

Excel

CRM

Job description

At KSI Law, Kreditor Services is our division dedicated to legal recoveries and enforcement solutions for creditors across Canada. Our mission is to deliver exceptional results by streamlining the legal recovery process through innovation, compliance, and strategic litigation.

We are committed to setting the national standard for creditors' rights, offering efficient, accountable, and client-focused solutions that drive performance and protect financial interests.

The Resolutions Officer manages portfolios of moderate-balance delinquent accounts ranging from over $750 up to $2,000 across all provinces. This role requires sound knowledge of credit reporting and repayment strategy, and is ideal for candidates with contact centre or third-party collections experience who are ready to take on more complex customer engagements.

Annual Salary: $38,000–$45,000 [+ monthly bonus structure]

As a Resolutions Officer, you will be:

• Collecting on balances ranging from over $750 up to $2,000, covering all provinces.
• Managing inbound and outbound phone calls with account holders and emails using standardized Outlook templates.
• Maintaining detailed notes and payment arrangements in the legal CRM system.
• Reviewing account history and assessing for dispute or resolution path.
• Interpreting credit reports to guide repayment strategies
• Providing informed guidance on credit impact and account resolution options

Compliance & Documentation

• Upholding the professional standards KSI Law maintains as a law firm regulated by the Law Society of Ontario, including accurate documentation and ethical account-handling practices
• Accurately documenting compliance-relevant actions, dispute notes, and resolution outcomes in the legal CRM
• Following internal policies, scripts, and compliance protocols specific to moderate-balance and credit-bureau-related accounts
• Collaborating with Sr. Resolutions Officers and management on escalated or complex accounts
• Supporting team performance and reporting on portfolio status against monthly targets
• Contributing repayment-strategy insights to management reporting cycles

As our ideal candidate, you will bring:

Required:

• 2+ years in a collections, credit, or contact centre role, including third-party collections experience
• Working knowledge of credit reporting and how collection activity affects credit standing
• Strong verbal and written communication skills, with experience handling complex or escalated customer interactions
• Proficiency in Microsoft Outlook, Excel, and CRM systems
• Fluent in English (spoken and written)
• Availability to work rotating shifts, including mandatory rotational Saturdays

Preferred:

• Familiarity with Canadian credit bureau reporting practices (Equifax, TransUnion)
• Prior experience in dispute resolution or credit counselling

Location & Schedule:

On-site — Markham, Ontario, Canada. Shifts rotate across 9am–5pm, 11am–7pm, and 1pm–9pm, with mandatory rotational Saturdays.

Compensation & Employment Terms:

$38,000–$45,000 annually, plus a monthly performance bonus. This is a salaried position. Includes a fully employer-paid benefits package — health, dental, vision, life insurance and AD&D, and long-term disability coverage, with no cost-shared premiums — beginning after a 3-month waiting period.

As a member of the KSI Law team, you will have access to:

• Weekly incentive programs tied to performance and targets
• A commitment to professional development and growth opportunities
• An active social committee hosting regular team events and recognition programs throughout the year
• Free gym membership at our office location
• 24/7 support through our Employee Assistance Program (EAP)
• Access to additional wellness perks through our group benefits plan, including virtual healthcare, second-opinion medical support, and exclusive discount programs

KSI Law uses artificial intelligence (AI) as part of our application screening process to help identify candidates whose qualifications and experience align with this position's requirements.

Equal Opportunity Statement

We thank all applicants for their interest in KSI Law; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. KSI Law is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. Please notify us if you require accommodation at any time during the recruitment process.