Senior Hardship & Vulnerability Advisor

Probe Group; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Probe CX is seeking a Senior Hardship & Vulnerability Specialist to support Australians through challenging financial and personal circumstances. You will handle inbound/outbound interactions across voice, email, chat and SMS, delivering empathetic, practical support with high-quality outcomes.

Based in Melbourne, the role impacts vulnerable members of the community through collaborative work with counsellors and support services. This is a full-time on-site position in a 7-day operation.

Qualifications

• Direct, hands-on experience in a contact centre handling hardship or vulnerable cases.
• Strong communication skills with the ability to de-escalate and build trust.
• High emotional intelligence and resilience in challenging situations.
• Familiarity with Australian hardship frameworks and regulatory guidelines.

Responsibilities

• Manage complex hardship cases and assist customers in distress.
• Lead difficult conversations with care, active listening, and composure.
• Tailor support plans to individual circumstances for sustainable outcomes.
• Collaborate with community organisations and financial counsellors for holistic support.
• Participate in training to ensure compliance and deliver quality customer experiences.

Skills

Vulnerability experience

Difficult conversations

Emotional intelligence

Regulatory knowledge

Job description

Probe CX is seeking a Senior Hardship & Vulnerability Specialist to support Australians through challenging financial and personal circumstances. You will handle inbound/outbound interactions across voice, email, chat and SMS, delivering empathetic, practical support with high-quality outcomes.

Based in Melbourne, the role impacts vulnerable members of the community through collaborative work with counsellors and support services. This is a full-time on-site position in a 7-day operation.