Empathy-First Hardship Support Specialist

The Probe Group; Melbourne; Hybrid; AUD 52,000 - 65,000; Full time

Benefits offered by this job

Mental health resources

Lifestyle savings

Team activities

Job summary

Probe CX in Melbourne is seeking a Hardship Customer Service Representative to support banking customers experiencing financial vulnerability. You will handle inbound/outbound calls and messaging, applying empathy, active listening, and compliance.

The role requires 6+ months in a contact center, strong written and verbal communication, and the ability to work full-time across rotating shifts from 8am to 9pm, Monday to Saturday.

Qualifications

• At least 6 months of contact center experience.
• Strong written and verbal communication.
• Ability to work full-time rotating shifts.
• Based in Melbourne to collect equipment in week 1.

Responsibilities

• Empathetic engagement with customers in financial hardship.
• Accurate, audit-ready documentation across systems.
• Ensure compliance with policy and regulatory procedures.
• Adhere to processes and escalate complex issues as needed.
• Collaborate with team leaders and QA/training teams.

Skills

Empathy

Active listening

Written communication

Typing

Conflict resilience

CRM tools

Tools

CRM software

Job description

Probe CX in Melbourne is seeking a Hardship Customer Service Representative to support banking customers experiencing financial vulnerability. You will handle inbound/outbound calls and messaging, applying empathy, active listening, and compliance.

The role requires 6+ months in a contact center, strong written and verbal communication, and the ability to work full-time across rotating shifts from 8am to 9pm, Monday to Saturday.