Senior Hardship & Vulnerability Advocate

Probe Contact Solutions Australia Pty Ltd; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Probe CX in Melbourne is seeking a Senior Hardship Specialist to support Australians facing financial and personal hardship. You will manage inbound and outbound interactions across voice, email, chat and SMS, delivering empathetic, practical outcomes as part of a vulnerable-customer program.

You will work on-site in our Melbourne office, collaborating with financial counsellors and community partners to craft sustainable support plans.

Qualifications

• Direct, hands-on experience in a contact centre handling complex hardship or vulnerable customer cases.
• Exceptional communication skills with the ability to build trust and de-escalate under pressure.
• High emotional intelligence and self-care practices to navigate sensitive situations.
• Familiarity with Australian hardship frameworks and regulatory guidelines (ACMA, TIO, ACCC).

Responsibilities

• Support customers experiencing hardship across Voice and Written channels.
• Identify needs and progress appropriate hardship outcomes professionally.
• Collaborate with financial counsellors and community support organisations.
• Participate in regular training to stay compliant and deliver exceptional customer experiences.

Skills

Empathy

Complex hardship handling

Communication

Emotional intelligence

Australian hardship frameworks

Job description

Probe CX in Melbourne is seeking a Senior Hardship Specialist to support Australians facing financial and personal hardship. You will manage inbound and outbound interactions across voice, email, chat and SMS, delivering empathetic, practical outcomes as part of a vulnerable-customer program.

You will work on-site in our Melbourne office, collaborating with financial counsellors and community partners to craft sustainable support plans.