Banking Hardship Support Specialist

Probe CX; Melbourne; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

Probe CX in Melbourne is seeking a Hardship Customer Service Representative to support banking customers facing financial stress. You will handle calls, messaging, and guidance with empathy, using CRM tools and complying with policy. This is a hybrid role with on-site equipment collection, training week on-site, and remote training.

The role emphasizes vulnerability-aware communication, accurate documentation, and collaboration with team leaders, QA, and training to improve customer outcomes.

Qualifications

• At least 6 months of contact center or call center experience.
• High emotional intelligence and empathy.
• Excellent written communication and typing skills for digital channels.
• Ability to work full-time hours on rotating shifts (Mon-Sat).

Responsibilities

• Handle inbound calls, outbound support, and two-way messaging through the banking app.
• Evaluate customer situations across multiple loan accounts (home/personal loans).
• Record clear, audit-ready notes while navigating dual-laptop interfaces.
• Follow compliance guidelines, policies, and regulatory procedures for financial vulnerability.

Skills

Contact center experience

Emotional intelligence

Written communication

Typing skills

Job description

Probe CX in Melbourne is seeking a Hardship Customer Service Representative to support banking customers facing financial stress. You will handle calls, messaging, and guidance with empathy, using CRM tools and complying with policy. This is a hybrid role with on-site equipment collection, training week on-site, and remote training.

The role emphasizes vulnerability-aware communication, accurate documentation, and collaboration with team leaders, QA, and training to improve customer outcomes.