Hardship Care Specialist – Empathetic Banking Support

Probe Operations Pty Ltd; Melbourne; Híbrido; AUD 39.000 - 47.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Mental health resources (Sonder)

Lifestyle savings

Employee benefits via Flare

Team events and activities

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Empathy

Conflict resilience

Written communication

Typing skills

Contact centre experience

Problem-solving

Herramientas

CRM software

Descripción del empleo

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.