Senior Resolution Officer

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 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: Handling Accounts & Portfolio Oversight 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. Multi-Channel Debtor Communication 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. 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 all account activity, including SMS and email communications, in the legal CRM. Following internal policies, scripts, and compliance protocols across all communication channels. Collaboration & Reporting 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. 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 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.

The Senior Resolution Officer manages high-balance delinquent accounts and communicates with debtors via phone, email, and SMS. They are responsible for interpreting credit reports, maintaining accurate CRM documentation, and ensuring compliance with legal and ethical standards.

Candidates must have over 3 years of experience in collections or credit roles and an assertive command of English. Proficiency in CRM systems and Microsoft Office, along with the ability to work rotating shifts including Saturdays, is required.

• Health Insurance • Dental Insurance • Vision Insurance • Life Insurance • Accidental Death and Dismemberment • Long-term Disability Coverage • Weekly Incentive Programs • Free Gym Membership • Employee Assistance Program (EAP) • Virtual Healthcare • Second-opinion Medical Support • Exclusive Discount Programs

• Microsoft ExcelPreferred
• Microsoft OutlookPreferred

Identified from the job description. Confirm important requirements above.

• Debt Collection
• Credit Reporting
• Dispute Resolution
• CRM Proficiency
• Microsoft Outlook
• Microsoft Excel
• Repayment Strategy
• Professional Communication
• Compliance
• Account Management
• English Proficiency
• French Proficiency

• Legal
• Finance & Accounting
• Customer Service & Support

Minimum experience

2+ years

Apply by

Sep 23, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Not Applicable

Application method

Direct apply is available