Universal Banker Manager

Georgia's Own Credit Union•Fayetteville, GA

11d

About The Position

The Universal Banker Manager (UBM) is the first-line leader for Universal Banker I and II employees within an assigned cluster of branches. The role oversees employee coaching, performance management, staffing coordination, development, operational consistency, and member experience support across multiple locations. The UBM maintains a regular presence at assigned branches and moves between them according to staffing, employee development, member, operational, and business needs. The position reports directly to the Area Service Manager and partners with branch employees and support departments. The UBM is accountable for employee performance and execution; branch goals, overall production performance, area strategy, and business results remain the Area Service Manager’s responsibility. The UBM directly supervises and develops employees, coordinates staffing and schedules, supports onboarding and hiring, promotes consistent member service, and assists with escalated concerns. The manager also maintains individual production expectations by serving members, opening accounts, supporting lending conversations, generating referrals, and building member relationships. The role supports branch operations, policy and regulatory compliance, risk management, operational follow-up, and employee training across assigned locations. Regular travel between branches is required. The position is based in an office environment, typically at a desk or table in a well-lighted, heated, and air-conditioned setting. Duties include clerical work using technology, communicating face to face or through technology, and sitting and standing for varying periods. Employees may need to lift or push up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Positions with lending responsibilities must comply with SAFE Act requirements, keep NMLS registration current, and notify the Credit Union within 30 days of changes that need to be reflected on the registry.

Requirements

Minimum of three to five years of experience in a retail banking or credit union environment.
Demonstrated ability to develop employees, manage performance, and coach sales and service behaviors.
Working knowledge of deposit products, account opening procedures, consumer lending, referrals, branch operations, and regulatory requirements.
Strong leadership, communication, conflict-resolution, and problem-solving skills.
Ability to influence and motivate employees across multiple branch locations.
Strong organizational skills and ability to manage competing priorities.
Proficiency in Microsoft Office and branch operating systems.
Ability to travel regularly between assigned branch locations.
Ability to perform essential job duties satisfactorily, including communicating face to face or through technology, with or without reasonable accommodation.
Ability to sit and stand for varying increments of time and lift or push up to 10 pounds.
For positions with lending responsibilities, compliance with SAFE Act requirements and the Credit Union’s related policies and procedures, including maintaining current NMLS registration and reporting relevant changes within 30 days.

Nice To Haves

Bachelor’s degree in Business, Finance, Management, or a related field; equivalent experience may be considered.
Minimum of two years of supervisory, team leadership, or employee coaching experience preferred.

Responsibilities

Directly supervise Universal Banker I and Universal Banker II employees within an assigned branch cluster.
Set performance expectations and conduct regular coaching, one-on-one meetings, observations, performance reviews, development planning, and recognition activities.
Address employee performance concerns through coaching, counseling, and corrective action consistent with Credit Union policies.
Partner with the Area Service Manager to identify and develop high-potential employees and support succession planning.
Support onboarding, training, and integration of newly hired employees.
Foster accountability, teamwork, service excellence, continuous improvement, and understanding of organizational priorities and performance standards.
Coordinate employee schedules and daily staffing coverage across assigned branches.
Approve attendance, time-off requests, and schedule adjustments within established guidelines.
Monitor staffing levels and communicate resource needs and workforce challenges to the Area Service Manager.
Assist with recruiting, interviewing, and candidate selection.
Coordinate employee deployment among branch locations to address staffing shortages, absences, training needs, and business demands.
Travel regularly among assigned branch locations to provide leadership support based on branch needs.
Promote consistent delivery of the Credit Union’s service standards across assigned branches.
Coach employees on member engagement, relationship-building, consultative conversations, and service recovery.
Assist with escalated member concerns and support timely resolution of service issues.
Monitor member feedback and identify opportunities to improve service delivery through coaching and recognition.
Maintain individual production goals and engage members to identify financial needs and recommend appropriate solutions.
Open accounts, support lending conversations, generate referrals, and participate in member relationship-building activities.
Coach employees on member interactions, referral generation, follow-up, and relationship development.
Use reports and performance data to identify coaching and employee-development needs.
Lead by example through personal productivity, service excellence, and member engagement.
Support consistent execution of branch operating procedures, policies, and regulatory requirements.
Monitor operational exceptions, training completion, audit findings, and branch readiness activities.
Coordinate corrective actions and follow-up related to operational issues.
Reinforce compliance with security procedures, fraud prevention, cash-handling standards, and member-information protection requirements.
Identify and escalate operational risks and concerns to the Area Service Manager.
Ensure employees maintain operational proficiency and complete required training.
Maintain visible leadership presence and a branch visitation schedule across assigned locations.
Serve as the primary day-to-day employee leadership resource within assigned branches.
Support branch operations during high member demand, staffing shortages, training, or operational disruptions.
Perform Universal Banker responsibilities as needed to maintain service continuity and support member needs.
For lending responsibilities, comply with SAFE Act requirements, keep NMLS registration current, and notify the Credit Union within 30 days of changes requiring registry updates.