CBA Hardship - Hardship Consultant

Probe Operations Pty Ltd; Melbourne; Hybrid; AUD 39,000 - 47,000; Full time

Benefits offered by this job

Mental health resources (Sonder)

Lifestyle savings

Employee benefits via Flare

Team events and activities

Job summary

Probe Group in Melbourne is seeking several Hardship Customer Service Representatives to support banking customers facing financial vulnerability. You’ll handle inbound and outbound calls, and messaging via the banking app, across loan portfolios with empathy and compliance.

This full-time role follows a hybrid model with training on-site and remote weeks, starting Monday 23 November 2026. You’ll join a supportive team focused on respectful, compliant customer care.

Qualifications

• 6+ months of contact centre experience.
• Strong written and verbal communication.
• Empathy and emotional intelligence.
• Ability to work full-time across rotating shifts Monday–Saturday.
• Based in or near Melbourne to collect work equipment during week 1.

Responsibilities

• Handle inbound calls, outbound support, and messaging in the banking app.
• Evaluate customer situations across home and personal loans.
• Maintain compliant, empathetic, and vulnerability-focused service.
• Document interactions clearly in CRM with audit-ready notes.
• Escalate complex issues per policy and collaborate with team leads.

Skills

Empathy

Conflict resilience

Written communication

Typing skills

Contact centre experience

Problem-solving

Tools

CRM software

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose. Are you a compassionate communicator with a knack for problem-solving? We are looking for several dedicated individuals to join our team in Melbourne as a Customer Service Representative. In this role, you will provide critical assistance to customers navigating financial stress and vulnerability, ensuring they receive respectful, empathetic, and compliant support.

Key Details

• Full-time hours (38 hours per week), working 5 days per week, Monday to Saturday.
• Location: 485 Latrobe Street Melbourne CBD: Hybrid working model (Onsight during training to gather relevant equipment from CBA Head Office and once every fortnight).
• Commencement Date: Monday, 23rd November 2026.
• Fixed-Term Contract until 30th November 2026.
• Operational Hours: Rotating shifts scheduled exclusively between 8:00 AM and 9:00 PM, Monday to Saturday.
• Special Training Schedule Note: Your initial 4 weeks of training 9am to 5pm will be delivered entirely remotely after an initial on-site day to collect secure corporate hardware equipment. You may also need to spend your first couple weeks in the office for support.
• Please note: A stable, reliable, and private internet connection is required. We are unable to support Starlink or shared/hotel-style building internet connections for this role. A professional WFH setup as well. Australian-based role.

The Role

As a Hardship Customer Service Representative, you will assist banking customers experiencing financial vulnerability and hardship. You will handle inbound calls, outbound support, and two-way messaging through the banking app. Responsibilities include evaluating customer situations across multiple loan accounts (home loans, personal loans), applying active listening and empathy, utilizing CRM tools, and adhering to compliance guidelines. Candidates must demonstrate high conflict resilience, strong critical thinking, excellent written and verbal communication, and at least 6 months of contact centre experience.

Key Responsibilities

• Empathetic Engagement: Use vulnerability-aware, patient communication to support customers experiencing acute financial stress, personal hardship, or revolving credit difficulties.
• Accurate Documentation: Multi-task efficiently to capture clear, audit-ready interaction notes while simultaneously navigating data entry requirements across dual-laptop system interfaces.
• Compliance: Follow strict policy guidelines, established delegation matrices, and regulatory procedures related to financial customer vulnerability.
• Process Adherence: Ensure "first-time correctness" by applying correct system processes, escalating complex complaints on our core applications, and completing required validation checks.
• Collaboration: Work closely with Team Leaders and support functions like QA and Training to actively develop your skills and optimize customer outcomes.

What you’ll bring

• At least 6 months of previous contact center or call center experience (essential).
• High emotional intelligence, empathy, and conflict resilience.
• Strong written communication and typing skills for digital channels.
• Ability to work full-time hours across rotating shifts from Monday to Saturday (8am-9pm window).
• Must be based in or near Melbourne to collect work equipment during week 1.

Why Join Us?

• Access our comprehensive mental health and well-being resource platform (Sonder), empowering you with regular check-ins, confidential support, and clinical advice to stay balanced and thrive.
• Access to everyday lifestyle savings: From technology, phone bills, fuel, and groceries to fashion, restaurants, and entertainment.
• Our employee benefits provider Flare can help you save everyday with well-known brands.
• Participate in fun group activities like Pizza/takeout days, Office Pajama days, and celebrate holidays and seasonal festivals in the office with food and games.
• A respectful, inclusive, and ethical workplace culture that values integrity, honesty, and mutual support.

Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.

About Probe

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self! Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction. Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.