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Added 13 hours ago
FI
Director of Sales, Mid-Market
Fulfillment IQ
Toronto, ON
- $130,000 to $145,000 CAD / year
- Full-time
Actual compensation will depend on experience, location, and role scope. Variable compensation is tied to sales performance under FIQ's applicable sales incentive plan.
Added 15 hours ago
WF
Senior Human Resources Manager, Total Rewards
West Fraser
Vancouver, BC
- Full-time
Broad knowledge and practical experience with compensation programs, including job architecture, market pricing/benchmarking, base pay administration, incentive/bonus plans, governance, and…
Added 16 hours ago
P
Enterprise Engineering Services Sales, Director
PwC
Toronto, ON
- Full-time
As an Enterprise Engineering Services Sales Director, unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. Your role will include, but…
Added 19 hours ago
M
Manager, Member Education
Manulife
Toronto, ON · Waterloo, ON
- Full-time
Reporting to the Director of Financial Education, you will be a key leader in shaping the member experience and driving plan engagement. By combining hands-on client management with team…
Added 23 hours ago
M
Gestionnaire de comptes clés, Unité d’affaires Animaux de compagnie – Santé animale / Key Account Manager, Companion Animal Business Unit - Animal Health
Merck
Calgary, AB · Edmonton, AB · ON · Kirkland, QC
- Full-time
Added 1 day ago
TT
Energy Services Project Developer
Trane Technologies
Calgary, AB
- Full-time
…include the customer’s team - including Executive (C-level) and Director (D-level) personnel, consulting engineers and subcontractors from a variety of trades. Projects generally range from…
Added 1 day ago
TT
Energy Services Project Developer
Trane Technologies
AB · Edmonton, AB
- Full-time
…include the customer’s team - including Executive (C-level) and Director (D-level) personnel, consulting engineers and subcontractors from a variety of trades. Projects generally range from…
Added 1 day ago
TT
Energy Services Project Developer
Trane Technologies
Burnaby, BC
- Full-time
…include the customer’s team - including Executive (C-level) and Director (D-level) personnel, consulting engineers and subcontractors from a variety of trades. Projects generally range from…
Added 1 day ago
TT
Energy Services Project Developer
Trane Technologies
Markham, ON
- Full-time
…include the customer’s team - including Executive (C-level) and Director (D-level) personnel, consulting engineers and subcontractors from a variety of trades. Projects generally range from…
Added 1 day ago
PC
Cloud Architecture & Engineering, Director
Pwc Canada
Ottawa, ON · Toronto, ON
- Full-time
As a Director, Cloud Architecture & Engineering, you’ll work as part of a team of problem solvers, helping to solve business issues, deliver high-quality client service and operational…
Added 1 day ago
MC
Associate Director, Clinical Data Management
Merck Canada
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
The Associate Director, Data Collection Data Steward, Global Data Management and Standards (GDMS), Global Clinical Data Standards (GCDS) provides program-level oversight of data standards,…
Added 1 day ago
Principal Service Delivery Manager
Capgemini
Toronto, ON · Montreal, QC
The Service Delivery Manager/Director serves as the senior interface between the client and the Service Delivery Operations teams delivering IT infrastructure services. The Service Delivery…
Added 1 day ago
A
Designer 2 – Women’s Hike
ARC'TERYX
North Vancouver, BC
- Full-time
Supporting the Design Director in developing a schedule for the flow of the line plan through all development stages, including charting line plan progress
Added 1 day ago
AE
Designer 2 – Women’s Hike
Arc'teryx Equipment
North Vancouver, BC
- Full-time
Supporting the Design Director in developing a schedule for the flow of the line plan through all development stages, including charting line plan progress
Added 1 day ago
V
Senior Investigator, Escalated Complaints
Vancity
Vancouver, BC
- Full-time
…leaders, and provide concise findings and recommendations to the Director. You will also help keep Vancity’s complaints framework operationally sound, consistent, data-driven, and aligned…
Added 1 day ago
H
Executive Chef
Havergal
Toronto, ON
- Full-time
…benefits, employer RRSP contributions, and discretionary bonus or incentive programs, where applicable to the role. We are committed to offering competitive compensation and comply with all…
Added 1 day ago
TI
Energy Services Project Developer
Trane Italia
Calgary, AB · AB · Burnaby, BC · Markham, ON
- Full-time
…include the customer’s team - including Executive (C-level) and Director (D-level) personnel, consulting engineers and subcontractors from a variety of trades. Projects generally range from…
Added 1 day ago
C
Director of Information Technology
CarltonOne
Markham, ON
- Full-time
…recognition, customer loyalty, rewards, sales, and channel incentive programs. We partner with over 450 clients, 500 vendors, and serve 14 million members across 185…
Added 1 day ago
F
UX/UI Designer
FISPAN
Vancouver, BC
- Full-time
You’ll work independently while collaborating closely with the Creative Director and cross-functional teams to ensure your work aligns with FISPAN’s product, brand, and creative vision.
Added 1 day ago
C
Sr. Manager, EAML Examination Program
CIBC
Toronto, ON
- Full-time
Reporting to the Senior Director, Compliance and Enterprise AML Examination Programs (CEEP), the Senior Manager will lead the execution of examinations to assess the efficacy of anti-money…
Added 1 day ago
FS
Executive Steward
Four Seasons Hotels and Resorts
Whistler, BC · Four Seasons Whistler
- Full-time
The ability to work closely with the Executive Chef, Director of Food & Beverage, Banquet Chef, Banquet Manager, and Food & Beverage Outlet Managers to coordinate adequate supply and…
Added 1 day ago
I
Operations Project Manager
Integra
Harrow, ON
- Full-time
Provide direction to other department members as needed on behalf of the Director, Operations.
Added 1 day ago
C
Director, Data Platform Governance
CIBC
Toronto, ON
- Full-time
You will be joining CIBC’s Chief Data and AI Office team. As the Director, Data Platform Governance, you are expected to be a seasoned professional in leadership and coaching responsible…
Added 1 day ago
Senior Marketing Manager (Marketing) - Hybrid
The Globe and Mail
Toronto, ON
…work-life balance, we offer flexible work arrangements and support programs. We also invest in our employees' growth through training and mentorship opportunities, enabling you to expand…
Added 1 day ago
Senior Marketing Manager (Marketing)
The Globe and Mail
Toronto, ON
…work-life balance, we offer flexible work arrangements and support programs. We also invest in our employees' growth through training and mentorship opportunities, enabling you to expand…

Vancity

Senior Investigator, Escalated Complaints

Vancouver, BC, V6A 4G2, Canada

This role offers a salary range of $76,500 to $99,000 per annum. · Full-time

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Job details

Pay: This role offers a salary range of $76,500 to $99,000 per annum.
Job type: Full-time
Experience: 7–10+ years of experience in complaints management, risk, compliance, operations, or member/customer service within a financial institution
Posting language: English
Posted: Oct 23, 2026

Original job description

Our Story & Purpose:

We’re 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. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 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 Vancity’s 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 You'll 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 Director’s 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 You’ll Bring to the Team:

7–10+ 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

You’ll Thrive Here If You Are:

Curious and Empathetic – You seek to understand each member’s 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 don't perfectly align with those listed.

What You’ll Earn:

This role offers a salary range of $76,500 to $99,000 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 You’ll Love Working Here:

A career at Vancity is more than just a job, you’re 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: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.

Customizable Benefits: 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 BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.

Immediate Health Coverage: Health and dental benefits 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 we’re 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 recruitment@vancity.com. We’re 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.

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More about this job

Responsibilities

The Senior Investigator will independently review escalated Level 2 complaints to ensure fair, evidence-based resolutions and regulatory compliance. They will coordinate across departments to manage investigations, provide recommendations to leadership, and contribute to systemic process improvements.

Requirements

Candidates must have 7–10+ years of experience in complaints management, risk, or compliance within a financial institution. Strong analytical skills, knowledge of banking regulations, and excellent communication abilities are required to handle complex, high-visibility investigations.

Skills

Complaints management
Risk management
Compliance
Analytical skills
Critical thinking
Financial services
Wealth management
Investment products
Communication skills
Conflict resolution
Regulatory compliance
Quality assurance
Data analysis
Stakeholder management
Investigation

Benefits

Flexible benefit packages
Vacation
Statutory holidays
Health coverage
Dental coverage
Defined benefit pension
Annual incentive program

Visa sponsorship

Not detected in the job text

Keywords

Complaints Management
Risk Management
Compliance
Financial Institution
Wealth Management
Investment Products
Regulatory Frameworks
FCAC
BCFSA
OBSI
BCSC
CRM
T24
Quality Assurance
Audit Sampling
Investigation
Credit Union
Consumer Protection
Data-driven
Stakeholder Management

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