Senior Hardship & Vulnerability Specialist

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

About Probe Group

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About the Role

We are looking for an empathetic, resilient, and highly skilled professional to join our team as a Senior Hardship Specialist. In this role, you will be on the frontlines helping Australians navigate their most challenging financial and personal circumstances. You will handle sensitive, high-complexity conversations daily balancing deep empathy with practical support to deliver meaningful outcomes for vulnerable members of our community.

Key Details

• Full-time (38 hours per week), working on-site 5 days per week across a 7-day operation.
• Melbourne High-rise office (Latrobe Street), conveniently located a 5-minute walk from Flagstaff Station.
• Start Date: 2nd October 2026
• Fixed Term Contract Ending: 24/12/2027
• Australian based role.
• Operation Hours: Monday to Sunday 8 AM to 8 PM

The Role

You will handle both inbound and outbound interactions across Voice and Written channels (Email, Chat, and SMS). Your mission is to provide high-quality support by identifying customer needs and progressing appropriate hardship outcomes in a professional and consistent manner.

Key Responsibilities

• Support customers experiencing acute hardship, including financial distress, family violence, serious illness, natural disasters, or personal crisis.
• Navigate emotionally charged, complex discussions with care, active listening, composure, and dynamic problem-solving.
• Work collaboratively with individuals to assess their situations and establish fair, manageable, and sustainable support plans.
• Partner with financial counsellors and community support organisations to provide holistic assistance.
• Participate in regular operational training and coaching designed to keep you compliant, empower you to deliver exceptional customer experiences, and help you craft sustainable, long-term solutions for our customers.

What We Are Looking For

• Direct, hands-on experience in a contact centre handling complex hardship, vulnerable customer cases, or community casework.
• Exceptional communication skills with the ability to build trust, de-escalate tension, and show authentic empathy under pressure.
• Strong emotional intelligence, self-care practices, and the ability to make balanced decisions during complex sensitive customer circumstances.
• Familiarity with Australian hardship frameworks, regulatory guidelines (e.g., ACMA, TIO, ACCC), and community referral networks.

Why Join Us?

• Real Impact: Make a direct difference in the lives of everyday Australians when they need it most.
• Supportive Culture: Work within a collaborative team environment with dedicated mental health resources, peer support, and skilled supervision.
• Professional Growth: Continuous training and development in vulnerability management.

About Probe CX

Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!

Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.