Customer Service Agent - Hardship

The Probe Group; Melbourne; On-site; AUD 65,000 - 75,000; Full time

Job summary

Probe Group in Melbourne is seeking a Financial Advocate to support customers facing financial stress across Voice, Email, Chat and SMS channels. You will identify needs and progress hardship outcomes, delivering professional and consistent assistance.

Join a passionate global team; the role requires at least 1 year in contact centre/customer service, strong verbal/written skills, and proficiency across multiple systems. Shifts may vary with our 24/7 operating model.

Qualifications

• Minimum 1 year in contact centre or customer service.
• Strong verbal and written communication skills.
• Experience in Collections or Hardship is desirable.
• Proficient across multiple systems and admin workflows.
• Able to apply coaching feedback to improve performance.

Responsibilities

• Handle inbound and outbound interactions across Voice, Email, Chat and SMS.
• Identify customer needs and progress appropriate hardship outcomes.
• Maintain empathetic engagement with vulnerable customers.
• Document clearly with audit-ready notes and high accuracy.
• Collaborate with Team Leaders and QA/Training to improve outcomes.

Skills

Customer service

Verbal skills

Written skills

Systems proficiency

Coaching feedback

Tools

CRM systems

Ticketing tools

Email platforms

Chat platforms

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, Asia and North America, 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.

Make a meaningful impact as a Financial Advocate. Join Probe Group in Melbourne and help customers navigate financial stress and vulnerability with empathy and expert problem-solving. We are looking for solution-oriented individuals to provide respectful, compliant support within our passionate and innovative global team.

Key Details

• Full-time (38 hours per week), working 5 days per week across a 7-day operation.
• Melbourne CBD (La Trobe Street), conveniently located a 5-minute walk from Flagstaff Station
• Start Date: 6th November 2026
• Fixed Term Contract Ending: 24th December 2027
• Australian based role.
• Operation Hours: Between 8 am to 8 pm, Monday to Sunday

Note: While you will primarily stick to the said roster, shifts may occasionally vary across our 24/7 operating model based on business needs.

The Role

You will handle both inbound and outbound interactions across Voice and Written channels (Email, Chat, and SMS). Your mission is to provide high-quality support by identifying customer needs and progressing appropriate hardship outcomes in a professional and consistent manner.

Key Responsibilities

• Empathetic Engagement: Use vulnerability-aware communication to support customers experiencing stress or hardship.
• Accurate Documentation: Capture clear, audit-ready notes and maintain high standards of written accuracy.
• Compliance: Follow all policies and procedures related to hardship support and customer vulnerability.
• Process Adherence: Ensure "first-time correctness" by applying correct processes and completing required checks.
• Collaboration: Work with Team Leaders and support functions like QA and Training to improve customer outcomes.

What you’ll bring

• At least 1 year of experience in contact centre or customer face customer service.
• Strong verbal and written skills, including spelling, grammar, and clarity.
• Previous experience in Collections or Hardship is highly desirable.
• Proficiency in working across multiple systems and tools to complete interactions and admin workflows.
• Ability to take coaching feedback and apply it consistently to improve performance.

Why Join Us?

• Thrive personally and professionally with our unlimited mental health and well-being platform, designed to help you stay balanced.
• Maximize your lifestyle with everyday savings on technology, fuel, groceries, and entertainment through Flare.
• Enjoy a vibrant workplace culture with regular social events, themed office days, and festive celebrations.
• Respectful, inclusive, and ethical workplace culture that values integrity and honesty.

About Probe CX

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  and foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

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!