Universal Banker Manager

Georgia's Own Credit Union•Alpharetta, GA

13d

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 is responsible for employee coaching, performance management, staffing coordination, development, operational consistency, and member experience support across multiple branch locations. The UBM maintains a regular presence throughout assigned branches and flexes between locations according to staffing needs, employee development priorities, member needs, operational considerations, and business demands. The UBM coaches employees, resolves day-to-day issues, supports branch operations, serves members, and maintains individual production expectations. The UBM reports directly to the Area Service Manager and partners with branch employees and support departments to ensure consistent execution of service, sales, operational, and employee-development standards. 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 position requires regular travel among assigned branch locations. The work environment is an office setting that is well-lighted, heated, and air-conditioned, with work typically performed at a desk or table. Employees sit and stand for varying periods and perform clerical duties using technology. 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 and Credit Union policies, keep NMLS registration current, and report relevant changes to the Credit Union within 30 days.

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 communicate face to face or through technology, with or without reasonable accommodation.
For positions with lending responsibilities: comply with SAFE Act requirements and Credit Union policies and procedures, and maintain current NMLS registration.

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.

Responsibilities

Directly supervise Universal Banker I and Universal Banker II employees within an assigned branch cluster.
Set clear performance expectations and hold regular coaching and development discussions.
Conduct one-on-one meetings, observations, performance reviews, development planning sessions, and recognition activities.
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, and continuous improvement, and ensure employees understand 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 branches to address staffing shortages, planned 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 coaching opportunities to improve service delivery.
Reinforce service expectations through observation, 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 activities, and relationship development.
Use reports and performance data to identify coaching opportunities 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 practices, 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 a visible leadership presence throughout assigned branch locations and establish a visitation schedule that provides consistent employee support.
Serve as the primary day-to-day employee leadership resource within assigned branches.
Support branch operations during high member demand, staffing shortages, training activities, or operational disruptions.
Perform Universal Banker responsibilities as needed to maintain service continuity and support member needs.
Keep required NMLS registration current and notify the Credit Union within 30 days of changes that need to be reflected on the NMLS registry.