Universal Banker Manager

Georgia's Own Credit Union•Bainbridge, 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 provides 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 flexes between 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 role 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 accountability. The UBM supervises and develops employees, coordinates staffing across branches, promotes consistent member service, supports production goals, and reinforces operational and regulatory requirements. The position maintains a visible leadership presence and may perform Universal Banker responsibilities as needed to maintain service continuity. Regular travel among assigned branch locations is required. The position is performed in an office environment that is well-lighted, heated, and air-conditioned. Employees are typically stationed at a desk or table and use various forms of technology for clerical duties. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Positions with lending responsibilities must comply with SAFE Act requirements and Credit Union policies, including keeping NMLS registration current and notifying the Credit Union within 30 days of changes that need to be reflected in the registry.

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 communicate face to face or through technology, with or without reasonable accommodation.
Ability to sit and stand for varying increments of time and lift or push up to 10 pounds.
For positions with lending responsibilities, compliance with SAFE Act requirements and Credit Union policies and procedures, including maintaining current NMLS registration 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.
Minimum of two 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 and development discussions, including one-on-one meetings, 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 identify and develop high-potential employees and support succession planning.
Support onboarding, training, and integration of new employees.
Foster accountability, teamwork, service excellence, and continuous improvement, and ensure employees understand 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 coaching opportunities to improve service delivery.
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 operating 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 practices, 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 visitation schedule that provides consistent employee support throughout assigned branches.
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.
Keep NMLS registration current when the position has lending responsibilities and notify the Credit Union within 30 days of changes that need to be reflected on the NMLS registry.