{"id":4058078,"url":"https://alion.io/job/probe-cx-customer-service-agent-hardship","title":"Customer Service Agent - Hardship","company":{"id":2948209,"name":"Probe CX","domain":"probecx.com","url":"https://alion.io/company/probecx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":19,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-06T00:00:00Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-13T21:27:27Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"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.\nMake a Real Impact When It Matters Most\nWhen people face sudden financial crises, whether due to family domestic violence (FDV), medical emergencies, or job loss, they need more than a script. They need a calm, analytical, and empathetic professional who can listen, navigate complex guidelines, and deliver sustainable outcomes\nAs a Customer Service and Hardship Agent, you will handle sensitive inbound and outbound interactions. You’ll manage high-emotion calls, balance strict ACMA regulatory compliance, and navigate multiple system profiles per customer to ensure accurate, audit-ready support.\n Key Details\nFull-time (38 hours per week), working 5 days per week across a 7-day operation.\nMelbourne High-rise office(Latrobe Street), conveniently located a 5-minute walk from Flagstaff Station\nStart Date: Early January 2027\nFixed Term Contract Ending: 24/12/2027 \nAustralian based role.\nOperation Hours: Monday to Sunday 8 AM to 8 PM\nThe Role\n 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\nKey Responsibilities:\nEmotional Resilience & Boundaries: The ability to handle high-emotion, complex human stories daily while maintaining your own mental well-being and leaving work at the door.\nMulti-Tasking & Digital Agility: Comfortable toggling across complex software tools and historical notes while keeping a customer engaged. \nCompliance: Follow all policies and procedures related to hardship support and customer vulnerability.\nProcess Adherence: Ensure \"first-time correctness\" by applying correct processes and completing required checks.\nCollaboration: Work with Team Leaders and support functions like QA and Training to improve customer outcomes.\nTailored Hardship Resolutions: Work within regulatory frameworks to set up sustainable payment arrangements, fee waivers, or specialised support plans that balance customer dignity with operational standards. \nFast Adaptation & Coaching: Receive daily live call coaching and unlearn/adapt quickly when compliance regulations update. \nWhat you’ll bring\nEmotional Resilience & Boundaries: The ability to handle high-emotion, complex human stories daily while maintaining your own mental well-being and leaving work at the door. \nMulti-Tasking & Digital Agility: Comfortable toggling across complex software tools and historical notes while keeping a customer engaged. \nAt least 1 year of experience in contact centre or customer face customer service.\nStrong verbal and written skills, including spelling, grammar, and clarity.\nPrevious experience in Collections or Hardship is highly desirable.\nProficiency in working across multiple systems and tools to complete interactions and admin workflows.\nAbility to take coaching feedback and apply it consistently to improve performance.\nWhy Join Us?\nThrive personally and professionally with our unlimited mental health and well-being platform, designed to help you stay balanced.\nMaximise your lifestyle with everyday savings on technology, fuel, groceries, and entertainment through Flare.\nEnjoy a vibrant workplace culture with regular social events, themed office days, and festive celebrations.\nRespectful, inclusive, and ethical workplace culture that values integrity and honesty.\nAbout Probe CX\n 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.\nHow to Apply?\n Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.\nProbe 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.\nWe 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!","description_format":"text","description_chars":4902,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-11-11T06:36:07Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":6,"expected_fill_days":25,"reasons":["conf:8","stale_co","velocity","win:early","comp:junior"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/probe-cx-customer-service-agent-hardship","json_url":"https://alion.io/job/probe-cx-customer-service-agent-hardship.json","meta":{"generated_at":"2026-11-14T01:43:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1663,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2948209},"rest":"https://alion.io/mcp/rest/get_company?id=2948209"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprobe-cx-customer-service-agent-hardship"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprobe-cx-customer-service-agent-hardship"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprobe-cx-customer-service-agent-hardship"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/probe-cx-customer-service-agent-hardship\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprobe-cx-customer-service-agent-hardship"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4058078}},{"tool":"search_jobs","arguments":{"company":"probecx.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4058078},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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