Lead evidence-based complaint investigations at Vancity Head Office, using critical thinking and explicit communication in a hybrid, full-time role. Review escalated member concerns independently.
As Senior Investigator, Escalated Complaints, you will assess Level 2 cases after Level 1 handling. You will coordinate investigations across departments, support fair internal resolutions, and help maintain a consistent, data-driven complaints framework. The role reports to the Director, Enterprise Complaints.
Key Responsibilities:
- Review complaint cases, prior handling, evidence, and remediation end to end
- Reassess findings and form independent, defensible conclusions
- Compile investigation files with timelines, documentation, and policy references
- Draft recommendations, response letters, and member communications
- Coordinate investigations and support OBSI or regulatory inquiries
Requirements:
- Seven to ten or more years in financial institution complaints, risk, compliance, operations, or service
- Experience coordinating investigations or handling escalated complaints
- Understanding of complaint frameworks and consumer protection requirements
- Knowledge of banking or credit union policies and processes
- Experience with wealth management and investment products and services
Apply your analytical judgment, fairness, and communication skills to resolve complex complaints for Vancity members.