Resolution Specialist

KSI Law; Markham; On-site; CAD 23,000 - 26,000; Part time

Job summary

KSI Law, Kreditor Services division, handles inbound and outbound collection activity for lower-value accounts across Canada, with a focus on empathetic engagement and structured scripting. The role is an hourly contract position with a rotating schedule and a starting pay of $18.00/hour.

The Resolutions Specialist will manage account communication, negotiate flexible solutions, and document all actions in the CRM while adhering to internal policies.

Qualifications

• 1+ year in a contact centre or customer-facing role.
• Fluent in English (spoken and written).
• Basic computer literacy and knowledge of Outlook and Excel.
• Availability to work rotating shifts including Saturdays.

Responsibilities

• Handle inbound and outbound calls on low-balance accounts and email via Outlook templates.
• Document interactions and payment options in the legal CRM.
• Support team performance and follow compliance policies.

Skills

Verbal communication

Interpersonal skills

Customer-facing experience

Tools

Microsoft Outlook

Microsoft Excel

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 Specialist handles inbound and outbound collection activity on lower-value accounts (over $750) across all provinces. This role is ideal for individuals with strong verbal communication skills and entry-level experience in customer-facing roles, with a focus on empathetic engagement and resolving overdue balances using structured scripting, dialer technology, and CRM systems.

Hourly Rate: $18.00/hour

As a Resolutions Specialist, you will be:

Account Management & Customer Communication

• Handling inbound and outbound calls on low-balance accounts, and emailing through standardized Outlook templates
• Documenting all interactions and updates in the legal CRM. Providing basic account clarification and payment options

Payment Solutions & Negotiation

• Offering flexible repayment solutions within scope
• Escalating complex or non-responsive accounts to the appropriate resolution tier

Operational Collaboration

• Supporting team performance and daily operational targets
• Following internal policies, scripts, and compliance protocols

As our ideal candidate, you will bring:

Required:

• 1+ year in a contact centre or customer-facing role (e.g., retail, customer service, call centre)
• Strong verbal communication and interpersonal skills
• Basic computer literacy and proficiency in Microsoft Outlook and Excel
• Fluent in English (spoken and written)
• Availability to work rotating shifts, including mandatory rotational Saturdays

Preferred:

• Familiarity with the Canadian debt collection process
• Experience handling account inquiries or billing issues

Location & Schedule:

• Shifts rotate across 9am–5pm, 11am–7pm, and 1pm–9pm, with mandatory rotational Saturdays

Compensation & Employment Terms:

$18.00/hour. This is an hourly contract position.

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.

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

• Weekly incentive programs tied to performance and targets
• Free gym membership at our office location
• 24/7 support through our Employee Assistance Program (EAP)
• A commitment to professional development and growth opportunities
• An active social committee hosting regular team events and recognition programs throughout the year

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.