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KSI Law

Resolution Officer

Markham, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 4, 2026
Experience: 2+ years in a collections, credit, or contact centre role, including third-party collections experience
Posting language: English
Posted: Oct 5, 2026

Original 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 Resolutions Officer manages portfolios of moderate-balance delinquent accounts ranging from over $750 up to $2,000 across all provinces. This role requires sound knowledge of credit reporting and repayment strategy, and is ideal for candidates with contact centre or third-party collections experience who are ready to take on more complex customer engagements.

Annual Salary: $38,000–$45,000 [+ monthly bonus structure]

As a Resolutions Officer, you will be:

Handling Accounts & Portfolio Oversight

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.

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 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

Collaboration & Reporting

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.

How to Apply:

External candidates are encouraged to apply directly through this LinkedIn posting. We look forward to receiving your application.

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.

Apply About employer

More about this job

Responsibilities

Manage moderate-balance delinquent account portfolios through inbound and outbound calls, email, repayment arrangements, and account-history reviews. Interpret credit reports, document compliant account actions in the legal CRM, support escalated cases, and contribute to portfolio reporting and repayment strategies.

Requirements

Candidates need at least two years of experience in collections, credit, or a contact centre, including third-party collections, along with working knowledge of credit reporting and strong communication skills. Proficiency with Outlook, Excel, and CRM systems, English fluency, and availability for rotating shifts and mandatory rotational Saturdays are required.

Skills

Collections
Credit Reporting
Repayment Strategy
Dispute Resolution
Portfolio Management
Customer Service
Verbal Communication
Written Communication
Microsoft Outlook
Microsoft Excel
CRM Systems
Compliance Documentation
Credit Counselling
Account Resolution
Escalation Management

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Accidental Death And Dismemberment Coverage
Long-Term Disability Coverage
Employee Assistance Program
Virtual Healthcare
Second-Opinion Medical Support
Discount Programs
Free Gym Membership
Performance Incentives
Professional Development Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Legal Recoveries
Creditors' Rights
Collections
Delinquent Accounts
Moderate-Balance Accounts
Credit Reporting
Equifax
TransUnion
Repayment Strategy
Dispute Resolution
Credit Counselling
Portfolio Management
Inbound Calls
Outbound Calls
Email Communication
Microsoft Outlook
Microsoft Excel
Legal CRM
Compliance Protocols
Account Documentation
Payment Arrangements
Escalated Accounts
Customer Engagement
Monthly Performance Targets
Law Society Of Ontario

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