Collections & Hardship Consultant

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, Asia and North America, 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.

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, Asia and North America, 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.

Are you an agile multi-tasker with a passion for delivering exceptional customer experiences? We are looking for several dedicated individuals to join our team in Melbourne as a Customer Service Agent. In this fast-paced position, you will serve as a vital, empathetic voice for customers of renowned Australian Bank - resolving account queries live on our desktop systems and protecting their accounts when security matters arise.

Key Details

• Full-time (38 hours per week), working 5 days per week across a 7-day operation between 8am to 8pm.

  • Roster Parameters: Full availability required across a 7-day operational window between 8:00 AM and 8:00 PM. (Rosters are fixed once assigned but subject to client demand, with a minimum of 2 weeks' notice provided for any shift adjustments).

• Melbourne CBD (Latrobe Street), conveniently located a 5-minute walk from Flagstaff Station

• Starting September 2026.

• Fixed Term Contract Ending: 30th November 2027 with possibility to extend 

• Paid Training & Hybrid

• Australian based role.

The Role

The primary objective of this consultant is to assist customers in financial hardship via outbound and some inbound calls. The agents will need to display empathy, ask appropriate questions to understand the customers financial situation, then discuss and agree an appropriate solution within the agreed delegation. These solutions include reduced payment plans, payment deferrals and capitalization. In some cases, the agents will be following up or requesting supporting documents from customers. Providing accurate, timely responses with respect and empathy is paramount, as you document all interactions and strive for excellent customer satisfaction on every call.

Key Responsibilities:

• Live System Documentation: Navigate multiple software windows simultaneously (including telephony, customer databases, and scheduling platforms) to accurately capture and log interaction notes live with zero after-call wrap-up time.

• Process Adherence: Ensure "first-time correctness" by applying correct processes and completing required checks.

• Adherence & Quality Compliance: Follow all established banking policies, privacy guidelines, and performance metrics (such as NPS, compliance, and transfer rates) to ensure first-time correctness.

• Collaboration: Work with Team Leaders and support functions like QA and Training to improve customer outcomes.

What you’ll bring

• Valued Backgrounds: Previous customer service experience in Contact Centres, Banking, Finance, Insurance, Utilities, or corporate environments is highly valued.

• Technical Agility: Strong computer literacy with the ability to type accurately while actively listening and navigating across multiple digital tabs.

• Resilience & Focus: The stamina to thrive in a high-volume, 99% call occupancy environment where phone interactions are back-to-back throughout the day.

• Communication Excellence: Proficient verbal and written communication skills with a focus on active listening and building rapid rapport.

• Holiday Availability: Full commitment to the contract duration through December 31st, 2026. Due to the critical nature of the seasonal holiday surge, extended leave blocks cannot be accommodated, and availability to work rostered public holidays at a premium pay rate is required.

• Ability to take coaching feedback and apply it consistently to improve performance.

Why Join Us?

• Elite Performance Rewards: Excel on your campaign metrics and compete for our massive monthly center prizes! The top three performing agents each month take home an extra $700 (1st Place), $600 (2nd Place), and $500 (3rd Place) in net cash value!

• Full Wellbeing Benefits: Access our comprehensive, unlimited mental health and well-being platform (Sonder) to empower your personal and professional balance.

• Access to everyday 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 Pyjama days, celebrate holidays/festivals in the office with food and games.

• Respectful, inclusive, and ethical workplace culture that values integrity and honesty.

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.

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.

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!