Senior Investigator, Escalated Complaints

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.