Universal Banker Manager

Georgia's Own Credit Union•Marietta, GA

13d

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 oversees employee coaching, performance management, staffing coordination, development, operational consistency, and member experience support across multiple branch locations. The UBM maintains a regular presence throughout assigned branches and moves 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 UBM reports directly to the Area Service Manager and partners 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, while branch goals, overall production performance, area strategy, and business results remain the Area Service Manager’s responsibility.

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.

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 performance expectations and conduct regular coaching and development discussions, including one-on-ones, 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; 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, absences, training needs, and business demands; travel regularly among locations to provide leadership support.
Promote consistent delivery of Credit Union service standards and coach employees on member engagement, relationship-building, consultative conversations, and service recovery.
Assist with escalated member concerns, support timely service-issue resolution, and use member feedback to identify coaching opportunities.
Maintain individual production goals by engaging members, identifying financial needs, recommending solutions, opening accounts, supporting lending conversations, generating referrals, and building member relationships.
Coach employees on member interactions, referrals, 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 for operational issues; reinforce security, fraud prevention, cash handling, 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 across assigned branches, serving as the primary day-to-day employee leadership resource.
Support branch operations during high member demand, staffing shortages, training activities, or operational disruptions, and perform Universal Banker duties as needed to maintain service continuity.
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 requiring updates to the NMLS registry.