Universal Banker Manager

Georgia's Own Credit Union•Douglasville, GA

11d

About The Position

The Universal Banker Manager (UBM) is the first-line leader for Universal Banker I and II employees across an assigned branch cluster. The role oversees employee coaching, performance management, staffing coordination, development, operational consistency, and member-experience support across multiple locations. The UBM maintains a regular presence at assigned branches and moves between locations according to staffing, employee-development, member, operational, and business needs. The UBM coaches employees, resolves day-to-day issues, supports branch operations, and serves members while maintaining individual production expectations. The role 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 requires regular travel among assigned branch locations. The work environment is an office 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. Employees with lending responsibilities must comply with SAFE Act requirements and keep their NMLS registration current.

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, including keeping NMLS registration current and notifying 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.
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 to identify and develop high-potential employees and support succession planning.
Support onboarding, training, and integration of new employees, and foster accountability, teamwork, service excellence, and continuous improvement.
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 branch locations 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 and coach employees on member engagement, relationship-building, consultative conversations, and service recovery.
Assist with escalated member concerns, support timely resolution of service issues, and monitor member feedback for coaching opportunities.
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 and development needs.
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, fraud prevention, cash-handling, and member-information protection requirements; identify and escalate operational risks to the Area Service Manager.
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 and support branch operations during high demand, staffing shortages, training, or operational disruption.
Perform Universal Banker duties as needed to maintain service continuity and support member needs.