Universal Banker Manager

Georgia's Own Credit Union•Americus, GA

12d

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 across multiple branch locations. The UBM maintains a regular presence in assigned branches and moves between locations based on staffing, employee development, member, operational, and business needs. The UBM supports branch operations, resolves day-to-day issues, serves members, and maintains individual production expectations. The position reports directly to the Area Service Manager and partners with branch employees and support departments to uphold service, sales, operational, and employee-development standards. Accountability for branch goals, overall production performance, area strategy, and business results remains with the Area Service Manager. The UBM directly supervises Universal Banker I and II employees; sets performance expectations; conducts coaching, reviews, development planning, and recognition; and addresses performance concerns under Credit Union policies. The role supports onboarding, training, succession planning, employee engagement, scheduling, attendance and time-off approvals, recruiting, and staffing deployment across branch locations. The UBM promotes consistent service standards, coaches member engagement and relationship-building, helps resolve escalated member concerns, and monitors member feedback. The role also maintains personal production goals, serves members, opens accounts, supports lending conversations, generates referrals, and uses performance data to identify coaching needs. The UBM reinforces branch procedures, policies, regulatory requirements, security, fraud prevention, cash-handling, and member-information protection; monitors operational issues and training; and escalates risks to the Area Service Manager. The position requires regular travel among assigned branches and a visible leadership presence. The UBM performs Universal Banker duties as needed to support members and maintain service continuity.

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.
Employees with lending responsibilities must 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 need to be reflected in the NMLS registry.

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, one-on-one meetings, observations, performance reviews, development planning, and recognition activities.
Address performance concerns through coaching, counseling, and corrective action in accordance with Credit Union policies.
Partner with the Area Service Manager on employee development and succession planning, and support onboarding and training.
Promote 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, communicate resource needs, assist with recruiting and candidate selection, and coordinate employee deployment between branches.
Travel regularly among assigned branch locations to provide leadership support based on branch needs.
Promote consistent service standards and coach member engagement, relationship-building, consultative conversations, and service recovery.
Assist with escalated member concerns, support timely service resolution, monitor member feedback, and reinforce service expectations through observation, coaching, and recognition.
Maintain individual production goals; engage members, open accounts, support lending conversations, generate referrals, and participate in relationship-building activities.
Coach employees on member interactions, referrals, follow-up, and relationship development; use performance data to identify coaching and development opportunities.
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 for operational issues, reinforce security, fraud-prevention, cash-handling, and member-information protection requirements, and escalate operational risks to the Area Service Manager.
Maintain operational proficiency and ensure employees 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.
Support branch operations during high member demand, staffing shortages, training, or operational disruptions, and perform Universal Banker responsibilities as needed.