Universal Banker Manager

Georgia's Own Credit Union•Blackshear, GA

15h

About The Position

The Universal Banker Manager (UBM) is the first-line leader for Universal Banker I and Universal Banker II employees within an assigned branch cluster. The role oversees employee coaching, performance management, staffing coordination, development, operational consistency, and member-experience support across multiple branch locations. The UBM maintains a regular presence across assigned branches and moves between locations according to staffing, employee-development, member, operational, and business needs. The manager 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 works closely with branch employees and support departments to support consistent 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 is based in an office environment that is well-lighted, heated, and air-conditioned, with work typically performed at a desk or table. It includes sitting and standing for varying periods, clerical duties using technology, and regular travel between assigned branch locations. Employees with lending responsibilities must comply with the SAFE Act and applicable Credit Union policies, keep NMLS registration current, and notify the Credit Union within 30 days of changes requiring updates to the NMLS registry.

Requirements

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 and applicable Credit Union policies, including keeping NMLS registration current 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.
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 performance expectations and conduct regular coaching, development discussions, one-on-one meetings, observations, performance reviews, development planning, and recognition activities.
Address 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, and continuous improvement, and ensure employees understand 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 among branch locations to address staffing shortages, absences, training needs, and business demands.
Travel regularly among assigned branch locations to provide leadership support.
Promote consistent delivery of Credit Union 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 through coaching.
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, 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 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 a 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 disruption.
Perform Universal Banker duties as needed to maintain service continuity and support member needs.
For lending responsibilities, comply with SAFE Act requirements and Credit Union policies, maintain current NMLS registration, and notify the Credit Union within 30 days of relevant changes.