Our Story & Purpose:

Were 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. Weve made bold commitments to become net-zero by 2040 across all mortgages and loans and were actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada were proud to be consistently recognized as one of the countrys Top Employers. If youre ready to join our team of 2300 diverse individuals access competitive rewards and benefits and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

As a Senior Investigator Escalated Complaints you will independently review Level 2 complaints where members remain dissatisfied following Level 1 handling. You will conduct fair evidence-based end-to-end investigations including a review of prior handling to support defensible final internal resolutions before potential external escalation. You will coordinate across departments communicate clearly with members and leaders and provide concise findings and recommendations to the Director. You will also help keep Vancitys 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.

How Youll Make an Impact:

- 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
- Reassessing evidence and prior findings with a fresh independent lens and forming conclusions that may confirm modify or overturn earlier outcomes
- 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 clear evidence-based narratives and draft fair-outcome recommendations including redress where warranted for the Directors review and approval
- Preparing or contributing to empathetic factually accurate and defensible member-facing response letters aligned with enterprise communication standards
- 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

What Youll Bring to the Team:

- 710 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
- Experience with wealth management and investment products and services with demonstrated knowledge of wealth and investment management business operations

- Excellent written and verbal communication skills including the ability to distill complex and contradictory information into clear findings and recommendations
- Strong organization discretion attention to detail and the ability to manage multiple sensitive or high-visibility investigations while influencing across departments without formal authority

Extra Skills That Set You Apart:

- 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

Youll Thrive Here If You Are:

- Curious and Empathetic You seek to understand each members experience and approach concerns with care and an open mind.
- Independent and Fair-Minded You assess evidence objectively and use sound judgment to reach balanced defensible conclusions.
- Clear and Influential You communicate complex findings with precision and build cooperation across teams leaders and stakeholders.
- Detail-Oriented Organized and Accountable You maintain accurate case records manage competing priorities and follow through with urgency and discretion.

We value lived experience so if you are interested in this role we encourage you to apply even if you feel your skills dont perfectly align with those listed.

What Youll Earn:

This role offers a salary range of $76500 to $99000 per annum.



The base pay offered may vary depending on factors such as relevant qualifications skills previous experience and internal equity. As part of our total rewards package employees may also be eligible for our annual incentive program subject to program eligibility requirements.

Why Youll Love Working Here:

A career at Vancity is more than just a job youre joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

Living Wage Employer: Were the largest private-sector Living Wage Employer in Canada and consistently ranked among Canadas Top Employers.

Customizable Perks: 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 BCs 11 statutory holidays we offer 2 extra days plus care days for personal or family illness.

Immediate Health Coverage: Health and dental perks 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 Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous Black or Trans. With special permission from the BC Human Rights Commissioner this initiative provides access to career development opportunities prioritized job screening and feedback. 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). For details please see our dedicated Talent Programs job posting.

At Vancity were 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 is grounded in fairness transparency and inclusion. We are committed to an inclusive barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage) we encourage you to let us know by contacting our Talent Acquisition team at Were here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality so you can participate fully in the process.

Required Experience:

Senior IC

📌 Senior Investigator, Escalated Complaints (Vancouver)
🏢 Vancity
📍 Vancouver