Universal Banker Manager

Georgia's Own Credit Union•Gainesville, GA

11d

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 UBM oversees 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 moves between locations based on staffing, employee-development, member, operational, and business needs. 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 promote consistent 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 supervises and develops employees, coordinates staffing and schedules, supports recruiting and onboarding, and promotes consistent service across assigned branches. The manager assists with escalated member concerns, coaches employees on member engagement and relationship-building, and maintains individual production through account opening, lending conversations, referrals, and other member activities. The role also supports operational procedures, compliance, risk management, branch readiness, and employee training. 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 typically work at a desk or table and may sit and stand for varying periods, lift or push up to 10 pounds, and perform clerical duties using technology. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Positions with lending responsibilities must comply with SAFE Act requirements and keep NMLS registration current, notifying the Credit Union within 30 days of changes that must be reflected in the registry.

Requirements

Minimum of three to five years of experience in a retail banking or credit union environment.
Strong leadership, communication, conflict-resolution, and problem-solving skills.
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.
For positions with lending responsibilities, compliance with SAFE Act requirements and maintenance of current NMLS registration are required.

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.
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.
Ability to influence and motivate employees across multiple branch locations.

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 newly hired employees.
Foster accountability, teamwork, service excellence, and continuous improvement, ensuring 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 branches 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 the Credit Union’s 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.
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, 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 establish a branch visitation schedule that provides consistent employee support across the assigned cluster.
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 positions with lending responsibilities, comply with SAFE Act requirements, keep NMLS registration current, and notify the Credit Union within 30 days of changes that must be reflected on the registry.