Posted : October 23, 2026 Full-Time 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. As a Senior Investigator, Escalated Complaints , you will independently review Level 2 complaints where members remain dissatisfied following Level 1 handling. 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. 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 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 explicit, evidence-based narratives and draft fair-outcome recommendations, including redress where warranted, for the Director’s review and approval 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 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 ~ 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 The base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. 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. Living Wage Employer: We’re the largest private‑sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers. 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 supports an inclusive hiring process for candidates who self‑identify as Indigenous, Black, or Trans. 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). 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

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