Universal Banker Manager

Georgia's Own Credit Union•Gainesville, GA

15h

About The Position

The Universal Banker Manager (UBM) is the first-line leader for Universal Banker I and Universal Banker II employees across an assigned branch cluster. The role oversees employee coaching, performance management, staffing coordination, development, operational consistency, and support for member experience across multiple locations. The UBM maintains a regular presence at assigned branches and moves between locations according to staffing needs, employee development priorities, member needs, operational considerations, and business demands. The UBM coaches employees, addresses day-to-day issues, supports branch operations, serves members, and maintains individual production expectations. The UBM reports directly to the Area Service Manager and works closely with branch employees and support departments to support consistent service, sales, operational, and employee-development standards. The position 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 role requires regular travel between assigned branch locations and includes office-based work involving sitting, standing, and clerical duties using technology.

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.
For positions with lending responsibilities, compliance with SAFE Act requirements, including maintaining current NMLS registration and reporting relevant changes to the Credit Union within 30 days.
Ability to perform essential job duties satisfactorily, communicate face to face or through technology with or without reasonable accommodation, and perform the stated physical and clerical duties.

Nice To Haves

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

Responsibilities

Directly supervise Universal Banker I and Universal Banker II employees within an assigned branch cluster.
Set clear performance expectations and conduct regular coaching and development discussions, including one-on-ones, observations, performance reviews, development planning, and recognition.
Address performance concerns through coaching, counseling, and corrective action in accordance 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 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 between branch locations to address staffing shortages, absences, training needs, and business demands.
Travel among assigned branch locations to provide leadership support based on branch needs.
Promote consistent delivery of Credit Union service standards and coach employees on member engagement, relationship-building, consultative conversations, and service recovery.
Assist with escalated member concerns, support timely service resolution, and use member feedback to identify coaching opportunities.
Maintain individual production goals by engaging members, identifying financial needs, and recommending 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 development needs.
Lead by example through personal productivity, service excellence, and member engagement.
Support consistent execution of branch procedures, policies, and regulatory requirements.
Monitor operational exceptions, training completion, audit findings, and branch readiness; coordinate corrective actions and follow-up.
Reinforce security procedures, fraud prevention, cash-handling standards, and protection of member information.
Identify and escalate operational risks and concerns to the Area Service Manager, and ensure employees maintain operational proficiency and complete required training.
Maintain visible leadership across assigned branches, establish a branch visitation schedule, and serve as the primary day-to-day employee leadership resource.
Support branch operations during high member demand, staffing shortages, training, or operational disruption, and perform Universal Banker duties as needed to maintain service continuity.
For lending responsibilities, comply with SAFE Act requirements and Credit Union policies and procedures, keep NMLS registration current, and notify the Credit Union within 30 days of changes that must be reflected in the NMLS registry.