Senior Resolution Officer

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.

$45, [+ monthly bonus structure]

• 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.

• 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.

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, Trans Union).
• Prior experience in escalated dispute resolution or credit counselling.
• Bilingual (English/French) - an asset given accounts span all provinces, including Quebec.

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

$45, 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.