Customer Support Specialist – Hardship

Transurban

Customer hardship advisor supporting Australians facing financial difficulty at Transurban, a technology-driven road infrastructure company. Managing hardship cases, compliant payment plans, and customer resolutions across contact centre systems.

Posted 8/4/2026full-timeMelbourne • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex customer conversations and financial hardship situations while adhering to regulatory frameworks. Proven ability to negotiate fair payment plans and improve customer experiences through collaboration and process enhancement.

Highest-signal resume keywords

Financial Hardship ManagementNegotiation SkillsContact Centre ExperienceRegulatory Framework AssessmentDigital Literacy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial HardshipCredit ManagementCollectionsDispute ResolutionPayment Plan NegotiationCase InvestigationService Level ManagementSystem NavigationData Management

Soft Skills

EmpathyCollaborationProblem SolvingInfluencing SkillsCustomer Support

Tools & Technologies

Contact Centre SystemsCRM SoftwareLarge Databases

Industry Keywords

ASIC GuidelinesACCC GuidelinesCustomer Journey ImprovementFinancial CounsellorsCommunity Agencies

About the role

Key responsibilities & impact

Provide timely, empathetic, and specialist support to customers experiencing financial difficulty
Connect with customers in a fast-paced contact centre environment and guide them toward sustainable solutions
Manage individual hardship applications from start to finish
Assess customer circumstances and negotiate fair, compliant payment plans
Investigate and resolve cases within agreed service levels
Prioritise urgent and sensitive matters
Balance business guidelines with customer needs and de-escalate sensitive cases
Identify systemic issues and share feedback to improve processes, systems, and the customer journey
Build networks with internal business partners and external advocates, including the Ombudsman, financial counsellors, and community agencies

Requirements

What you’ll need

Proven experience in a dynamic contact centre environment
Experience managing complex customer conversations across multiple channels
Strong hands-on experience in financial hardship, credit, collections, or dispute resolution
Ability to assess individual circumstances against regulatory frameworks such as ASIC/ACCC guidelines
Exceptional ability to support customers through sensitive and complex financial situations
Strong negotiation and influencing skills
High digital literacy and confidence using contact centre systems, CRMs, and large databases
Ability to navigate multiple systems and manage several screens while talking and typing
Collaborative approach and commitment to continuous improvement
Full working rights in Australia
Ability to successfully complete required background and criminal history checks

Benefits

Comp & perks

Attractive salary package plus bonus and other benefits
4–6 weeks of paid onsite training
Flexible working arrangements may apply after training
Option to purchase an additional six weeks of leave each year
16 weeks paid parental leave regardless of gender or carer status
Superannuation paid during unpaid parental leave
Learning and development opportunities
Health and wellbeing support, including Headspace and EAP program
Wellness facilities
Share offers and insurance benefits
Social activities
Community give-back programs
Paid volunteer days