Job Description & How to Apply Below
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.
Annual Salary $38,000–$45,000 [+ monthly bonus structure]
As a Resolutions Officer, you will be:
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.
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
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, Trans Union)
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.
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.
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