Resolution Specialist

Job summary

Handle inbound and outbound collection calls and email communications for lower-value accounts, document interactions in the legal CRM, and provide account clarification and payment options. Offer repayment solutions within authorized limits, escalate complex or unresponsive accounts, and support team targets while following scripts, policies, and compliance protocols.

Job details

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 Specialist handles inbound and outbound collection activity on lower-value accounts (over $750) across all provinces. This role is ideal for individuals with strong verbal communication skills and entry-level experience in customer-facing roles, with a focus on empathetic engagement and resolving overdue balances using structured scripting, dialer technology, and CRM systems. Hourly Rate: $18.00/hour As a Resolutions Specialist, you will be: Account Management & Customer Communication Handling inbound and outbound calls on low-balance accounts, and emailing through standardized Outlook templates Documenting all interactions and updates in the legal CRM. • Providing basic account clarification and payment options Payment Solutions & Negotiation Offering flexible repayment solutions within scope Escalating complex or non-responsive accounts to the appropriate resolution tier Operational Collaboration Supporting team performance and daily operational targets Following internal policies, scripts, and compliance protocols As our ideal candidate, you will bring: Required: 1+ year in a contact centre or customer-facing role (e.g., retail, customer service, call centre) Strong verbal communication and interpersonal skills Basic computer literacy and proficiency in Microsoft Outlook and Excel Fluent in English (spoken and written) Availability to work rotating shifts, including mandatory rotational Saturdays Preferred: Familiarity with the Canadian debt collection process Experience handling account inquiries or billing issues Location & Schedule: On-site — Markham, Ontario, Canada. Shifts rotate across 9am–5pm, 11am–7pm, and 1pm–9pm, with mandatory rotational Saturdays Compensation & Employment Terms: $18.00/hour. This is an hourly contract position. How to Apply: External candidates are encouraged to apply directly through this LinkedIn posting. Internal applicants should apply directly through KSI Law's HR department at hr@ksi.law. 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 Free gym membership at our office location 24/7 support through our Employee Assistance Program (EAP) A commitment to professional development and growth opportunities An active social committee hosting regular team events and recognition programs throughout the year 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.

What you’ll do

Handle inbound and outbound collection calls and email communications for lower-value accounts, document interactions in the legal CRM, and provide account clarification and payment options. Offer repayment solutions within authorized limits, escalate complex or unresponsive accounts, and support team targets while following scripts, policies, and compliance protocols.

Requirements

Candidates must have at least one year of contact centre or customer-facing experience, strong verbal and interpersonal communication skills, basic computer skills, and proficiency in Outlook and Excel. Fluency in spoken and written English and availability for rotating shifts, including mandatory rotational Saturdays, are required; familiarity with Canadian debt collection or billing inquiries is preferred.

Benefits

• Weekly Performance Incentive Programs
• Free Gym Membership
• Employee Assistance Program
• Professional Development Opportunities
• Social Events and Recognition Programs

Listed skills

• Time management · Preferred
• Customer service · Preferred
• interpersonal skills · Preferred
• Account Management · Preferred
• Compliance · Preferred
• Microsoft Excel · Preferred
• Documentation · Preferred
• CRM Systems · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Verbal Communication
• Interpersonal Skills
• Customer Service
• Inbound and Outbound Calling
• Account Management
• Debt Collection
• Payment Negotiation
• Account Clarification
• Documentation
• Microsoft Outlook
• Microsoft Excel
• CRM Systems
• Compliance
• Time Management
• Email Communication

Job areas

• Customer Service & Support
• Legal
• Finance & Accounting

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