Senior Resolution Officer

Kibbi Technologies Inc.; Markham; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Health, dental, vision

Life insurance & AD&D

Long‑term disability

Employer‑paid benefits

Gym membership

Employee Assistance Program

Wellness perks

Job summary

KSI Law in Markham, Ontario, seeks a Senior Resolutions Officer to manage higher‑balance portfolios and coordinate compliant, outcomes‑driven recoveries. You will communicate with debtors across phone, SMS, and email, while maintaining rigorous CRM notes and loan histories.

You will analyze credit reports to shape repayment strategies and escalate complex cases as needed. This salaried role includes a full benefits package and rotating shifts, including Saturdays.

Qualifications

• 3+ years in a collections or credit role handling higher‑balance accounts.
• Advanced command of written and spoken English across channels.
• Solid knowledge of credit reporting and repayment strategies.
• Experience handling escalated debtor interactions professionally.
• Proficient with Outlook, Excel, CRM systems, and SMS platforms.
• Available for rotating shifts, including Saturdays.

Responsibilities

• Handle portfolios of higher‑balance accounts ($2,000–$5,000) across provinces.
• Maintain detailed notes and payment arrangements in the CRM.
• Review histories to determine dispute, escalation, or resolution paths.
• Communicate with debtors via phone, SMS, and email using templates.
• Interpret credit reports to guide repayment strategies.
• Document all activity accurately and comply with policies.
• Collaborate with team and management and report on portfolio status.

Skills

Collections

Credit reporting

Outlook

SMS communication

Education

Experience in collections

Tools

CRM systems

Excel

SMS platforms

Job description

About the Job

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 Senior Resolutions Officer manages portfolios of higher-balance delinquent accounts ranging from over $2,000 up to $5,000 across all provinces. Building on Tier 2 responsibilities, this role may be granted access — based on operational recommendation — to two-way SMS communication and direct email, in addition to standardized Outlook templates, to communicate directly with debtors and consumers. This role demands a more assertive command of the English language across every communication channel.

Annual Salary: $45,000–$55,000 [+ monthly bonus structure]

As a Senior Resolutions Officer, you will be:

Handling Accounts & Portfolio Oversight

• Collecting on balances ranging from over $2,000 up to $5,000, covering all provinces.
• Maintaining detailed notes and payment arrangements in the legal CRM system.
• Reviewing account history and assessing for dispute, escalation, or resolution path.

Multi-Channel Debtor Communication

• Communicating directly with debtors and consumers via phone and standardized Outlook templates, with two-way SMS and direct email access granted where recommended by Operations.
• Maintaining a more assertive, professional command of English across every channel used.

Credit Bureau & Debtor Support

• 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 all account activity, including SMS and email communications, in the legal CRM.
• Following internal policies, scripts, and compliance protocols across all communication channels.

Collaboration & Reporting

• Collaborating with team members and management on escalated or complex higher-balance 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:

• 3+ years in a collections, credit, or contact centre role, including experience with higher-balance or escalated accounts.
• Advanced, assertive command of written and spoken English across multiple communication channels (phone, SMS, email).
• Strong working knowledge of credit reporting and repayment strategy for higher-balance accounts.
• Demonstrated ability to handle escalated or complex debtor interactions professionally.
• Proficiency in Microsoft Outlook, Excel, CRM systems, and SMS‑based communication platforms.
• Availability to work rotating shifts, including mandatory rotational Saturdays.

Preferred:

• Familiarity with Canadian credit bureau reporting practices (Equifax, TransUnion).
• Prior experience in escalated dispute resolution or credit counselling.
• Bilingual (English/French) — an asset given accounts span all provinces, including Quebec.

Location & Schedule:

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

Compensation & Employment Terms:

$45,000–$55,000 annually, plus a monthly performance bonus [formula pending]. 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 defined path to advance into higher‑tier roles based on performance, not tenure.
• 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.