Financial Support Advocate - Customer Care

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

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.