Ready to move from retail, hospitality or fast food into banking? Big 4 Bank, Hardship Call Centre, Docklands.

Join a Big 4 Bank as a Hardship Consultant. Earn $49.14 per hour + super, enjoy hybrid working once training is completed and build your career with genuine long-term opportunities in banking.

- Start Date: 9th December 2026
- $49.14 per hour + super
- 12-month full-time casual assignment with a view to extend or going permanent
- Hybrid work available after training
- Monday to Friday, full-time hours (38 hours per week)
- Rotating roster between 8:00am and 7:00pm
- Location: Docklands

Build your career with one of Australia's leading financial institutions while supporting customers through periods of financial difficulty.We are seeking customer-focused individuals who are confident in having sensitive conversations, enjoy problem-solving and genuinely want to help customers achieve positive outcomes. This is an opportunity to join a supportive team where you'll receive comprehensive training, ongoing coaching and valuable exposure to banking and financial services.
Your new company
You'll be joining a leading Big 4 Bank, working within a team dedicated to supporting customers experiencing financial difficulty.The Hardship team plays an important role in understanding each customer's individual circumstances and identifying appropriate solutions to help them manage their financial commitments.You'll receive comprehensive training, ongoing coaching and genuine career development opportunities within one of Australia's most recognised financial institutions.
Your new role
As a Hardship Consultant, you'll support customers experiencing financial challenges, taking the time to understand their individual circumstances and identify suitable options.Working in a fast-paced customer service environment, you'll be responsible for:

- Managing inbound and outbound customer calls
- Supporting customers experiencing financial hardship
- Understanding individual customer circumstances
- Discussing suitable repayment and hardship solutions




- Managing sensitive and challenging conversations with empathy and professionalism
- Maintaining accurate customer records and case notes
- Applying strong problem-solving skills to individual customer situations
- Delivering positive and fair customer outcomes

This is a customer-focused role where your ability to listen, build rapport and confidently navigate sensitive conversations will be key.You'll work across multiple systems while maintaining a high level of accuracy, professionalism and attention to detail.
What you'll need to succeed
We're looking for confident, resilient and customer-focused people with:

- Strong customer service experience
- Excellent communication and rapport-building skills
- Confidence handling sensitive or challenging conversations
- Strong problem-solving and negotiation skills
- Empathy, resilience and a customer-first mindset
- The ability to learn and navigate multiple systems and a high attention to detail
- Full Australian working rights and availability to work full-time hours (No student Visa’s, if you have a pathway to PR you can apply)

Experience within banking, financial services, hardship, collections or contact centres will be highly regarded, but we're also interested in candidates from retail, hospitality, fast food and other customer-facing environments who can demonstrate strong communication, resilience and problem-solving skills.
What you'll get in return

- Comprehensive onboarding and training and a supportive team environment
- Ongoing coaching and professional development
- Career development pathways within banking and financial services
- Valuable experience within financial hardship
- A meaningful role focused on helping customers navigate challenging financial circumstances
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to ***************@hays.com.au, or call us now.
If this job isn't quite right for you, but you are looking for a recent position, please contact us for a confidential discussion about your career.
#3025112

📌 Hardship Consultant (Contact Centre) (Melbourne)
🏢 Hays Recruitment
📍 Melbourne