Resolution Officer

KSI Law; Markham; Sur place; CAD 38 000 - 45 000; Plein temps

Avantages offerts par ce poste

Annual salary with monthly bonus

Employer-paid benefits package

Gym membership at office

EAP 24/7 support

Wellness perks through benefits plan

Résumé du poste

KSI Law in Markham, Ontario, Canada seeks a Resolutions Officer to support creditor recovery efforts. You will manage calls, notes, and payment arrangements in our CRM, assess disputes, and guide repayment strategies.

The role emphasizes compliant handling and clear communications with customers across provinces. The position offers a 38,000–45,000 CAD annual salary with a monthly bonus structure, plus comprehensive benefits after a 3-month waiting period.

Qualifications

• 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

Responsabilités

• 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

Connaissances

Collections experience

Credit reporting knowledge

Communication skills

Outlook/Excel/CRM

English fluency

Shift availability

Outils

Outlook

Excel

CRM systems

Description du poste

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.

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.