Empathy-Driven Hardship Support Specialist (Banking)

Probe Group; Melbourne; Hybrid; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Mental health & well-being resources

Employee benefits via Flare savings

Group activities and office events

Inclusive workplace culture

Job summary

Probe Group in Melbourne is seeking a Hardship Customer Service Representative to support banking customers facing financial vulnerability. You will handle inbound/outbound calls and messaging, document interactions, and follow compliance guidelines.

Working in a hybrid model at our Melbourne location, you will train for 4 weeks remotely with an on-site start, then rotate shifts 8am–9pm, Monday to Saturday. The role emphasizes empathy, problem-solving, and accurate data entry.

Qualifications

• 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.

Responsibilities

• Handle inbound calls, outbound support, and two-way messaging through the banking app.
• Evaluate customer situations across multiple loan accounts (home loans, personal loans).
• Use active listening and empathy, and adhere to compliance guidelines.
• Maintain audit-ready interaction notes and navigate data entry across dual-laptop interfaces.
• Escalate complex complaints per policy and collaborate with QA/Training.

Skills

Contact center experience

Emotional intelligence

Written communication

Typing speed

English proficiency

Tools

CRM tools

Job description

Probe Group in Melbourne is seeking a Hardship Customer Service Representative to support banking customers facing financial vulnerability. You will handle inbound/outbound calls and messaging, document interactions, and follow compliance guidelines.

Working in a hybrid model at our Melbourne location, you will train for 4 weeks remotely with an on-site start, then rotate shifts 8am–9pm, Monday to Saturday. The role emphasizes empathy, problem-solving, and accurate data entry.