Senior Resolution Officer

KSI Law; Markham; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Employer-paid benefits (health, dental

Vision, life insurance and AD&D

Long-term disability

Free gym membership

Employee Assistance Program (EAP)

Job summary

KSI Law, Kreditor Services division, seeks a Senior Resolutions Officer to manage higher-balance collections across Canada with a focus on English communication and CRM-driven processes.

Role involves reviewing credit histories, negotiating payment plans, and coordinating with debtors via phone, email, and SMS. On-site in Markham, Ontario, with rotating shifts and comprehensive benefits.

Qualifications

• 3+ years in collections, credit, or contact centre with higher-balance accounts.
• Advanced, assertive English across channels (phone, SMS, email).
• Strong knowledge of credit reporting and repayment strategies for higher-balance accounts.
• Professional handling of escalated debtor interactions and CRM usage.
• Proficient in Outlook, Excel, CRM; able to work rotating Saturdays.

Responsibilities

• Collect balances from $2,000 to $5,000 across provinces.
• Maintain detailed notes and payment arrangements in the CRM.
• Review account history for disputes, escalations, or resolution paths.
• Communicate with debtors via phone and Outlook templates; SMS/email access as needed.
• Maintain a more assertive, professional command of English across channels.
• Interpret credit reports to guide repayment strategies.
• Provide guidance on credit impact and account resolution options.

Skills

Advanced English communication

CRM systems proficiency

Microsoft Outlook & Excel

Credit reporting knowledge

Higher-balance collections

Shifts rotation availability

Bilingual English/French

Tools

CRM systems

Microsoft Outlook

Microsoft Excel

SMS platforms

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 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:

• 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.
• 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.
• 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.
• 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.