Member Advocate

Job Title: Member Advocate

Department: Member Services

Reports To: Branch Supervisor

Location: Bloomington/Normal, IL

Pay: $17.84 - $20.50 incentives

Who We Are

At Illinois State Credit Union, we do more than process transactions—we build relationships and help our members achieve financial success. Our team is dedicated to financial empowerment, providing personalized guidance to help members navigate their financial journeys.

Who You Are

You’re a problem-solver, educator, and advocate all in one. You love working directly with people, helping them make informed financial decisions, and guiding them toward their financial goals. Whether assisting with everyday banking needs, offering lending solutions, or providing one-on-one financial coaching, you’re committed to making a difference in the lives of our members.

What You’ll Do

Financial Coaching & Member Advocacy (Primary Focus)

• Serve as a trusted financial coach, helping members improve their credit, budget effectively, and develop personalized financial strategies.

• Conduct credit report reviews, explaining scores, identifying improvement opportunities, and offering actionable guidance.

• Educate members on financial products, services, and best practices, ensuring they understand their options and can make informed decisions.

• Assist members in developing long-term financial wellness plans, addressing topics like debt management, savings strategies, and loan preparedness.

• Track and monitor member coaching outcomes, providing follow-ups and ongoing support as needed.

• Actively promote financial wellness programs and resources, encouraging members to take advantage of educational tools and services.

Member Service & Account Support

• Open new memberships and accounts, ensuring members select the right products to fit their financial needs.

• Provide digital banking support, helping members navigate online and mobile banking services.

• Maintain strong knowledge of credit union products, policies, and services, proactively identifying opportunities to enhance the member experience.

• Assist members with daily transactions, including deposits, withdrawals, payments, and account inquiries, when needed.

Lending & Financial Solutions

• Assist members with basic lending needs, including loan applications, refinancing options, and understanding lending products.

• Offer guidance on loan qualification and financial readiness, helping members prepare for future lending opportunities.

• Identify cross-sell opportunities for loans, credit cards, and other financial solutions that align with members’ goals.

• Work closely with the lending team to connect members with appropriate loan products based on their needs.

What You Bring

• Passion for helping others achieve financial success.

• Experience in member services, banking, lending, or financial coaching (preferred but not required).

• Strong knowledge of credit, personal finance, and lending basics (or willingness to learn).

• Excellent communication skills—you can break down complex financial concepts into easy-to-understand advice.

• A problem-solving mindset, with the ability to listen, assess needs, and provide meaningful solutions.

• Ability to build relationships and engage members in financial conversations with confidence and care.

• Experience with CRM systems, lending platforms, and financial tracking tools is a plus.

• Willingness to obtain financial coaching certifications and participate in ongoing training.

What We Offer

• A chance to make a real impact on members’ financial lives.

• Competitive salary and benefits package.

• Ongoing training and professional development opportunities.

• A dynamic, mission-driven team that values innovation, collaboration, and member success.

Disclaimer:

The responsibilities listed above are subject to change and are not exhaustive. Additional duties may be assigned based on business needs.

Job Type: Full-time

Pay: $17.84 - $20.50 per hour

Expected hours: 37.5 – 40 per week

Benefits:

• 401(k)
• 401(k) 8% Match
• Dental insurance
• Gym membership
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Paid training
• Referral program
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $18 - $21