Senior Investigator, Escalated Complaints

Vancity (2.0); Vancouver; Hybrid; CAD 77,000 - 99,000; Full time

Benefits offered by this job

Living wage employer

Flexible benefits

Generous vacation time (3–4 weeks)

Health coverage

Defined benefit pension

Talent programs

Job summary

Vancity, based in Canada, seeks a Senior Investigator, Escalated Complaints, to independently review Level 2 complaints, ensure fair, evidence-based end-to-end investigations, and provide concise recommendations to the Director. The role supports a robust complaints framework aligned with policy and regulatory standards.

You will coordinate across departments, communicate clearly with members and leaders, and help maintain operational soundness while working in a hybrid on-site setting at the

Qualifications

• 7–10+ years of experience in complaints management, risk, compliance, operations, or member/customer service within a financial institution.
• Experience coordinating investigations or handling escalated complaints with analytical skills.
• Understanding of complaint-handling frameworks, consumer protection requirements, and regulatory expectations for financial institutions.
• Knowledge of banking or credit union policies, procedures, operational processes, and ability to assess fairness and escalation needs.
• Experience with wealth management and investment products and services; knowledge of wealth/investment management operations.
• Excellent written and verbal communication; ability to distill complex information into clear findings.
• Strong organization, discretion, and ability to manage multiple investigations with cross‑team influence.

Responsibilities

• Review full complaint case end to end, including Level 1 activity, to assess fairness and consistency with policy expectations.
• Reassess evidence and findings with an independent lens and draft conclusions.
• Compile comprehensive investigation files with timelines and perspectives.
• Provide evidence-based narratives and fair-outcome recommendations for Director review.
• Prepare empathetic, defensible member-facing letters aligned with standards.
• Coordinate cross-functional investigations and escalate urgent issues to minimize impact.
• Manage OBSI inquiries with timely case documentation.
• Implement QA activities and identify systemic gaps for improvements.

Skills

Complaints management

Risk management

Regulatory compliance

Operations

Customer service

Education

Post-secondary degree (business admin / risk management / compliance / finance)

Tools

CRM

T24

Job description

Job Category:

Requisition Number:

• Posted : October 23, 2026
• Full-Time

Locations

Showing 1 location

Description

Our Story & Purpose:

We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

As a Senior Investigator, Escalated Complaints , you will independently review Level 2 complaints where members remain dissatisfied following Level 1 handling. You will conduct fair, evidence-based, end-to-end investigations, including a review of prior handling, to support defensible final internal resolutions before potential external escalation. You will coordinate across departments, communicate clearly with members and leaders, and provide concise findings and recommendations to the Director. You will also help keep Vancity’s complaints framework operationally sound, consistent, data-driven, and aligned with policy and regulatory requirements.

This is a Full-time, Permanent role based at Vancity Head Office and will report directly to the Director, Enterprise Complaints . While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.

How You'll Make an Impact:

• Reviewing full complaint case end to end, including Level 1 activity, member interactions, prior findings, and remediation offered, to assess whether earlier handling was fair, complete, and consistent with policy and regulatory expectations
• Reassessing evidence and prior findings with a fresh, independent lens and forming conclusions that may confirm, modify, or overturn earlier outcomes
• Compiling comprehensive investigation files with member concerns, timelines, documentation, system notes, policy and procedure references, and relevant employee or member perspectives
• Conducting independent factual analysis to establish clear, evidence-based narratives and draft fair-outcome recommendations, including redress where warranted, for the Director’s review and approval
• Preparing or contributing to empathetic, factually accurate, and defensible member-facing response letters aligned with enterprise communication standards
• Coordinating cross-functional investigations, holding complaint owners accountable for fair and timely resolution, keeping members updated, and escalating urgent issues to minimize member impact
• Managing incoming OBSI investigation requests and supporting external ombudsman or regulatory inquiries through timely, complete case documentation
• Implementing quality‑assurance activities, identifying systemic gaps and trends, and recommending improvements to products, services, processes, and investigative quality

What You’ll Bring to the Team:

• 7–10+ years of experience in complaints management, risk, compliance, operations, or member/customer service within a financial institution
• Experience coordinating investigations or handling escalated complaints, with strong analytical and critical‑thinking skills
• Understanding of complaint‑handling frameworks, consumer protection requirements, and regulatory expectations for financial institutions
• Knowledge of banking or credit union policies, procedures, operational processes, and the ability to assess fairness, risk, and escalation needs
• Experience with wealth management and investment products and services, with demonstrated knowledge of wealth and investment management business operations
• Excellent written and verbal communication skills, including the ability to distill complex and contradictory information into clear findings and recommendations
• Strong organization, discretion, attention to detail, and the ability to manage multiple sensitive or high-visibility investigations while influencing across departments without formal authority

Extra Skills That Set You Apart:

• A post‑secondary degree or diploma in business administration, risk management, compliance, finance, or a related field
• Familiarity with regulatory frameworks and external complaint processes, including FCAC, BCFSA, OBSI, and BCSC.
• Experience with Vancity systems such as CRM and T24, quality‑assurance or audit sampling, or certifications in compliance, risk management, or financial services

You’ll Thrive Here If You Are:

• Curious and Empathetic – You seek to understand each member’s experience and approach concerns with care and an open mind.
• Independent and Fair‑Minded – You assess evidence objectively and use sound judgment to reach balanced, defensible conclusions.
• Clear and Influential – You communicate complex findings with precision and build cooperation across teams, leaders, and stakeholders.
• Detail‑Oriented, Organized and Accountable – You maintain accurate case records, manage competing priorities, and follow through with urgency and discretion.

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

What You’ll Earn:

This role offers a salary range of $76,500 to $99,000 per annum . The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

Why You’ll Love Working Here:

A career at Vancity is more than just a job, you’re joining a tradition of change‑makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

Living Wage Employer: We’re the largest private‑sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.

Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.

Generous Vacation: New employees start with 3-4 weeks of vacation per year, with additional days earned over time.

Extra Stat Holidays: In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.

Immediate Health Coverage: Health and dental benefits begin on your hire date, with three levels of coverage to choose from.

Defined Benefit Pension: Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.

Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self‑identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

This role is an open vacancy, and our hiring process is grounded in fairness, transparency, and inclusion. We are committed to an inclusive, barrier‑free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at [e-mail]. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.