Resolution Specialist

KSI Law; Markham; On-site; CAD 25,000 - 30,000; Full time

Benefits offered by this job

Weekly incentives

Free gym membership

EAP support

Job summary

KSI Law in Canada is actively seeking a Resolutions Specialist to manage inbound and outbound calls on low-balance accounts, with a focus on empathetic engagement and structured debt resolutions. The role requires strong communication skills and the ability to work with Outlook, Excel, and a CRM system.

This hourly contract position offers a rotating schedule across multiple shifts, including Saturdays. Training and development opportunities are provided, along with performance-based incentives

Qualifications

• 1+ year in a contact centre or customer-facing role.
• 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.

Responsibilities

• Handle inbound and outbound calls on low-balance accounts, and email through standardized Outlook templates.
• Document interactions and updates in the legal CRM; provide basic account clarification and payment options.
• Offer flexible repayment solutions within scope; escalate complex or non-responsive accounts to the appropriate resolution tier.
• Support team performance and daily operational targets; follow internal policies, scripts, and compliance protocols.

Skills

1+ year contact centre experience

Verbal communication

Microsoft Outlook

Microsoft Excel

English fluency

Tools

Outlook

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.

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.

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.