Universal Banker Manager

Georgia's Own Credit Union•Savannah, GA

11d

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 UBM provides employee coaching, performance management, staffing coordination, development, operational consistency, and member-experience support across multiple branch locations. The role maintains a regular presence throughout assigned branches and flexes among 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 position 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. Branch goals, overall production performance, area strategy, and business results remain the Area Service Manager’s responsibility. The UBM directly supervises Universal Banker I and II employees, establishes performance expectations, and conducts coaching, development discussions, one-on-ones, observations, performance reviews, development planning, and recognition activities. The position supports onboarding and training, addresses performance concerns in accordance with Credit Union policies, and works with the Area Service Manager on high-potential employee development and succession planning. It also coordinates schedules and staffing coverage, approves attendance and time-off requests within established guidelines, assists with recruiting and selection, and deploys employees between branches as needed. The UBM promotes consistent service standards, coaches member engagement and relationship-building, helps resolve escalated member concerns, and monitors member feedback. The role maintains individual production goals, engages members to identify financial needs, opens accounts, supports lending conversations, generates referrals, and models effective member service and productivity. The UBM uses performance data to identify coaching needs and supports consistent branch procedures, regulatory compliance, security, fraud prevention, cash handling, member-information protection, training completion, audit follow-up, and branch readiness. The position travels regularly among assigned branches, maintains a visible leadership presence, supports branch operations during busy periods or disruptions, and performs Universal Banker duties as needed. The employee works in an office environment that is well-lighted, heated, and air-conditioned, typically stationed at a desk or table. The role involves sitting and standing for various increments of time, clerical duties using technology, and lifting or pushing up to 10 pounds. Employees must be able to communicate face to face or through technology, with or without reasonable accommodation. Lending-related responsibilities require compliance with the SAFE Act and Credit Union policies and procedures, including keeping NMLS registration current and notifying the Credit Union within 30 days of changes that must be reflected in the NMLS registry.

Requirements

Bachelor’s degree in Business, Finance, Management, or a related field preferred; equivalent experience may be considered.
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 and communicate face to face or through technology, with or without reasonable accommodation.
For positions with lending responsibilities, compliance with SAFE Act requirements and Credit Union policies and procedures, including maintaining current NMLS registration and notifying the Credit Union within 30 days of relevant changes.

Nice To Haves

Two or more 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 clear performance expectations and conduct regular coaching, development discussions, one-on-ones, observations, performance reviews, development planning, and recognition activities.
Address employee performance concerns through coaching, counseling, and corrective action in accordance with Credit Union policies.
Partner with the Area Service Manager to develop high-potential employees and support succession planning.
Support onboarding, training, and integration of newly hired employees.
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 and communicate resource needs and workforce challenges to the Area Service Manager.
Assist with recruiting, interviewing, and candidate selection.
Coordinate employee deployment between branches 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 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 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 activities, 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 and Credit Union policies, keep NMLS registration current, and notify the Credit Union within 30 days of changes that must be reflected on the NMLS registry.