Lead evidence-based complaint investigations at Vancity Head Office, using critical thinking and transparent 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.

📌 Senior Financial Complaints Investigator Vancouver
🏢 Vancity (2.0)
📍 Vancouver