Customer Service Agent

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, expect to think differently, challenge the norm and find your purpose. About the Role In this fast-paced inbound role, you are the face of a Personal Lending support team for one of Australia’s leading financial institutions. As a Concierge, you aren’t just answering questions; you are optimizing the way customers bank. You will be the first point of contact for customers calling about their Personal Loans. Whether they are awaiting a settlement, checking a balance, or managing repayments, your goal is to provide immediate clarity while actively transitioning customers to a digital-first experience. You will play a vital role in reducing wait times by educating customers on how to use in-app messaging features and self-service tools for their everyday lending needs. What your day looks like: The First Contact: Handle inbound enquiries regarding Personal Loan settlements, new application statuses, and account maintenance. Digital Advocacy: Send notifications to the customer's banking app and guide them toward the messaging system to resolve their enquiries instantly. Fast-Paced Support: Provide quick, accurate information on account balances, payment due dates, and payment summaries. Account Navigation: Assist customers with statement requests and show them how to access documents via their digital banking portal. Key Details Australia-based Office: Melbourne CBD Work From Home after training, and competencies are met Full-time, 38 hours per week Operation hours are 8:00 am to 7:00 pm, Monday to Friday no weekends! Short term contract commencing 4th May 2026 and ending 30th September 2026 with potential to extend or upskilled into another role. The Must-Haves Stable, hard-wired internet connection, NBN (no tethering or hotspotting) Full working rights to work in Australia Full flexibility to work the rotations roster Who you are A Digital Advocate: You are passionate about technology and can confidently explain the benefits of "messaging over calling" to customers of all tech-levels. Efficient & Accurate: You can navigate multiple systems to find a settlement status or payment date while maintaining a seamless conversation. Communication Specialist: You have the "concierge" touch—professional, helpful, and capable of directing traffic effectively to ensure no customer is left waiting. What We Can Offer You Engaging and comprehensive paid training. Diverse and inclusive work environment, where our collective strengths empower us. Immerse yourself in a vibrant culture that thrives on values like fun, respect, integrity, innovation, and transparency. Unlimited 24/7 access to a trusted mental health and wellbeing platform. Join a multi-award-winning customer experience organization with a legacy spanning over 40 successful years. 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.