Universal Banker Manager

Georgia's Own Credit Union•Waycross, 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 cluster of branches. The role provides employee coaching and performance management, coordinates staffing, supports employee development and consistent operations, and promotes a strong member experience across multiple locations. The UBM maintains a regular presence in assigned branches and moves between locations according to staffing, employee-development, member, operational, and business needs. The UBM also 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 uphold 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. Work is performed in an office environment that is well-lighted, heated, and air-conditioned, typically at a desk or table. The role involves sitting and standing for varying periods and clerical work using technology. Lending responsibilities are subject to SAFE Act requirements, including keeping NMLS registration current and notifying the Credit Union of registry changes within 30 days. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Georgia’s Own Credit Union is an equal opportunity employer.

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.
For positions with lending responsibilities, comply with SAFE Act requirements, keep NMLS registration current, and notify the Credit Union within 30 days of changes that need to be reflected on 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 preferred.

Responsibilities

Directly supervise Universal Banker I and Universal Banker II employees across 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.
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 branch locations to address staffing shortages, absences, training needs, and business demands.
Travel regularly among assigned branch locations to provide leadership support based on branch needs.
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.
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 employee-development opportunities.
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 security procedures, fraud prevention, cash-handling standards, and protection of member information.
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 visitation schedule that provides consistent employee support across the assigned branch cluster.
Serve as the primary day-to-day employee leadership resource in 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.