Lead evidence-based complaint investigations at Vancity Head Office, using critical thinking and clear 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 in Vancouver employer: Vancity (2.0)
Vancity is an exceptional employer that prioritizes innovation and member satisfaction in a collaborative remote work environment. As a Senior Manager, you'll have the opportunity to lead transformative projects that enhance credit card digital experiences while benefiting from a supportive culture that fosters professional growth and development. With a commitment to social responsibility and community impact, Vancity offers a unique workplace where your contributions truly matter.
