Job Category:

Requisition Number:

- Posted : October 23, 2026
- Full-Time

Locations

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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 transparent 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 syst

📌 Senior Investigator, Escalated Complaints (Vancouver)
🏢 Vancouver City Savings Credit Union
📍 Vancouver