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 strong cross-department influence.

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