Job opportunity
Senior Escalated Complaints Analyst
Vancity (2.0)
Analyze complex Level 2 complaints for Vancity members, applying fairness, regulatory knowledge, and investigative judgment in a hybrid position. Work from Vancity Head Office.
As Senior Investigator, Escalated Complaints, you will independently examine prior handling, contradictory information, evidence, and remediation. Your findings will support defensible resolutions before possible external escalation. You will also identify systemic trends, recommend improvements, and communicate clearly with members, leaders, and cross-functional partners while reporting to the Director, Enterprise Complaints.
Key Responsibilities:
Conduct independent factual analysis of escalated member complaints
Establish evidence-based narratives and fair-outcome recommendations
Prepare accurate, empathetic member-facing response letters
Identify quality-assurance gaps, trends, and investigative improvements
Keep members updated and escalate urgent issues appropriately
Requirements:
Seven to ten or more years in relevant financial institution experience
Strong analytical, critical-thinking, writing, and verbal communication skills
Understanding of regulatory expectations for financial institutions
Ability to assess fairness, risk, and escalation needs
Strong organization, discretion, detail orientation, and accountability
Bring independent analysis, regulatory awareness, and precise communication to Vancity’s escalated complaints and quality-assurance work.
#J-18808-Ljbffr
Apply on source site As Senior Investigator, Escalated Complaints, you will independently examine prior handling, contradictory information, evidence, and remediation. Your findings will support defensible resolutions before possible external escalation. You will also identify systemic trends, recommend improvements, and communicate clearly with members, leaders, and cross-functional partners while reporting to the Director, Enterprise Complaints.
Key Responsibilities:
Conduct independent factual analysis of escalated member complaints
Establish evidence-based narratives and fair-outcome recommendations
Prepare accurate, empathetic member-facing response letters
Identify quality-assurance gaps, trends, and investigative improvements
Keep members updated and escalate urgent issues appropriately
Requirements:
Seven to ten or more years in relevant financial institution experience
Strong analytical, critical-thinking, writing, and verbal communication skills
Understanding of regulatory expectations for financial institutions
Ability to assess fairness, risk, and escalation needs
Strong organization, discretion, detail orientation, and accountability
Bring independent analysis, regulatory awareness, and precise communication to Vancity’s escalated complaints and quality-assurance work.
#J-18808-Ljbffr