Resolve escalated banking complaints for Vancity through independent investigation, cross-functional coordination, and fair recommendations. This permanent full-time role uses a hybrid work arrangement.

As Senior Investigator, Escalated Complaints, you will manage Level 2 investigations involving dissatisfied members and previous Level 1 outcomes. You will maintain complete case documentation, coordinate complaint owners, address external requests, and strengthen operational consistency. The position is based at Vancity Head Office and reports to the Director, Enterprise Complaints.

Key Responsibilities:

- Manage incoming OBSI investigation requests and regulatory inquiries
- Coordinate complaint owners toward timely, fair resolutions
- Document member concerns, timelines, notes, and perspectives




- Recommend redress where warranted for Director approval
- Improve products, services, processes, and investigative quality

Requirements:

- Experience handling escalated complaints or coordinating investigations
- Knowledge of banking or credit union operations and policies
- Experience with wealth and investment management business operations
- Ability to distill complex information into clear recommendations
- Seven to ten or more years in complaints, risk, compliance, operations, or service

Support accountable complaint resolution at Vancity with sound judgment, detailed case management, and robust cross-department influence.

📌 Senior Banking Complaints Resolution Specialist (Vancouver)
🏢 Vancity (2.0)
📍 Vancouver