Job Description

About the Role

We are seeking an experienced, empathetic, and performance-driven Hardship Team Leader to join our retail banking division in the Melbourne CBD.

In this pivotal role, you will lead a dedicated team of specialists providing critical hardship support to our banking customers. Reporting directly to the Operations Manager, you will ensure your team balances robust operational performance with the highest standards of regulatory compliance and customer care. You will be the champion for your team's engagement, a point of escalation for complex disputes, and a key driver of continuous process improvement within the team.

Your day-to-day will involve a mix of operations, people leadership, and high-level stakeholder management:

• Manage, coach, and mentor your agents to achieve individual and team KPIs across both inbound and outbound queues.
• Utilise your deep understanding of banking collection and hardship methodologies to support your team, acting as the primary point of escalation for complex credit and customer hardship disputes.
• Effectively manage expectations for both internal banking teams and external stakeholders..
• Drive process improvements, embrace innovation, and successfully guide your team through evolving systems and operational changes.
• Ensure strict adherence to banking laws, industry codes, and internal risk frameworks. Maintain an up-to-date, high-level understanding of banking products.
• Deliver weekly and monthly team and portfolio performance reports and presentations for key internal and external stakeholders.

What You Bring to the Team

To be successful in this regulated banking environment, you will need:

• Experience successfully leading a Collections and/or Hardship team within a contact centre environment (Banking or Financial Services experience highly regarded).
• Strong people management capabilities paired with natural empathy and a customer-first mindset.
• Knowledge of relevant regulations (Debt Collections Guidelines, AU Privacy Principles, NCC, BCOP, CCR etc)
• High adaptability to navigate shifting priorities, regulatory changes, and fast-paced operational demands.
• A thorough, practical understanding of contact centre metrics, queue management, and service level drivers.
• Highly proficient with contact centre technology, CRMs, and spreadsheets (Excel/Google Sheets) for data analysis and reporting.

What’s on Offer

• Hybrid Work Model: Enjoy a vibrant Melbourne CBD office space combined with the flexibility of working from home.
• Requires full availability between 8:00 AM and 9:00 PM, Monday through Saturday
• Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally.
• 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

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!