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Customer Service Agent - Hardship

Probe CX -
Melbourne VIC

Apply Now

Job Details

Full-time
14 days ago

Benefits

Group activities

Qualifications

Communication skills

Full Job Description

Are you a compassionate communicator with a knack for problem-solving? We are looking for several dedicated individuals to join our team in Melbourne as a Customer Service Representative. In this role, you will provide critical assistance to customers navigating financial stress and vulnerability, ensuring they receive respectful, empathetic, and compliant support.

Key Details

Full-time hours (38 hours per week), working 5 days per week, Monday to Friday.
Located at 485 LaTrobe Street, Melbourne CBD - conveniently situated a 5-minute walk from Flagstaff Station.
Hybrid with 2 days working in the office per week
Commencement Date: Monday, 20th July 2026.
Fixed-Term Contract duration of 1 year from start date.
Operational Hours: Rotating shifts scheduled exclusively between 8:30 AM and 7:00 PM, Monday to Friday (No weekend rosters).
- Special Training Schedule Note: Your initial 2 weeks of training will be delivered entirely remotely after an initial on-site day to collect secure corporate hardware equipment. You may also need to spend your first couple weeks in the office for support.
Please note: A stable, reliable, and private internet connection is required. We are unable to support Starlink or shared/hotel-style building internet connections for this role.
Australian-based role.

The Role

In this specialised position, you will start on a focused outbound contact campaign for Banking Client, actively dialing customers who have been identified as experiencing financial hardship regarding their credit card and personal loan accounts. While the campaign may eventually incorporate inbound interactions down the track, your immediate mission is to master high-empathy, outbound conversations to support vulnerable customers when they need it most.

Key Responsibilities:

Empathetic Engagement: Use vulnerability-aware, patient communication to support customers experiencing acute financial stress, personal hardship, or revolving credit difficulties.
Accurate Documentation: Multi-task efficiently to capture clear, audit-ready interaction notes while simultaneously navigating data entry requirements across dual-laptop system interfaces.
Compliance: Follow strict policy guidelines, established delegation matrices, and regulatory procedures related to financial customer vulnerability.
Process Adherence: Ensure "first-time correctness" by applying correct system processes, escalating complex complaints on our core applications, and completing required validation checks.
Collaboration: Work closely with Team Leaders and support functions like QA and Training to actively develop your skills and optimize customer outcomes.

What You'll Bring

Previous experience working within Banking, Finance, Insurance, Utilities, or Contact Centre operations is highly valued and will give you a significant head start.
A background or strong foundational understanding of Collections, Hardship case management, or revolving credit facilities (such as credit cards and personal loans) is an advantage.
High Emotional Intelligence (EQ): A genuine, un-teachable capacity for active listening, patience, and empathy to support customers navigating sensitive vulnerability cycles.
Strong verbal and written communication skills, including clear articulation, accurate spelling, and professional grammar.
Baseline technical proficiency to type accurately and navigate dual-laptop system interfaces across multiple screens simultaneously.
Ability to take constructive coaching feedback from your leadership team and apply it consistently to optimize customer outcomes.

Why Join Us?

Access our comprehensive mental health and well-being resource platform (Sonder), empowering you with regular check-ins, confidential support, and clinical advice to stay balanced and thrive.
Access to everyday lifestyle savings: From technology, phone bills, fuel, and groceries to fashion, restaurants, and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands.
Participate in fun group activities like Pizza/takeout days, Office Pajama days, and celebrate holidays and seasonal festivals in the office with food and games.
A respectful, inclusive, and ethical workplace culture that values integrity, honesty, and mutual support

How to Apply?

Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.

About Probe

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!

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.

Apply Now

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