Analyze complex Level 2 complaints for Vancity members, applying fairness, regulatory knowledge, and investigative judgment in a hybrid position. Work from Vancity Head Office.

As Senior Investigator, Escalated Complaints, you will independently examine prior handling, contradictory information, evidence, and remediation. Your findings will support defensible resolutions before possible external escalation. You will also identify systemic trends, recommend improvements, and communicate clearly with members, leaders, and cross-functional partners while reporting to the Director, Enterprise Complaints.

Key Responsibilities:

- Conduct independent factual analysis of escalated member complaints
- Establish evidence-based narratives and fair-outcome recommendations
- Prepare accurate, empathetic member-facing response letters
- Identify quality-assurance gaps,



trends, and investigative improvements
- Keep members updated and escalate urgent issues appropriately

Requirements:

- Seven to ten or more years in relevant financial institution experience
- Strong analytical, critical-thinking, writing, and verbal communication skills
- Understanding of regulatory expectations for financial institutions
- Ability to assess fairness, risk, and escalation needs
- Strong organization, discretion, detail orientation, and accountability

Bring independent analysis, regulatory awareness, and accurate communication to Vancity’s escalated complaints and quality-assurance work.

📌 Senior Escalated Complaints Analyst (Vancouver)
🏢 Vancity (2.0)
📍 Vancouver