Universal Banker Manager

Georgia's Own Credit Union•Eastman, GA

15h•Onsite

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 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 flexes between locations based on staffing needs, employee development priorities, member needs, operational considerations, and business demands. The manager 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 works closely with branch employees and support departments to ensure 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 role requires regular travel between assigned branches. Work takes place in an office environment that is well-lighted, heated, and air-conditioned, typically at a desk or table. Employees sit and stand for varying periods, perform clerical duties using technology, and may need to lift or push up to 10 pounds. Employees with lending responsibilities must comply with SAFE Act requirements, keep NMLS registration current, and notify 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.
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 perform essential duties satisfactorily, communicate face to face or through technology with or without reasonable accommodation, sit and stand for varying periods, and lift or push up to 10 pounds.
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 NMLS registry.

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.

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-ones, observations, performance reviews, development planning, and recognition.
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, and ensure employees understand organizational priorities and performance standards.
Coordinate 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 among branch locations to address staffing shortages, absences, training needs, and business demands.
Travel regularly among assigned branches and maintain a visible leadership presence and a visitation schedule that provides consistent employee 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 resolution of service issues, and use member feedback to identify coaching opportunities.
Maintain individual production goals; 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.
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.
Coordinate corrective actions and follow-up for operational issues; reinforce security, fraud prevention, cash-handling, and member-information protection practices.
Identify and escalate operational risks and concerns to the Area Service Manager, and ensure employees maintain operational proficiency and complete required training.
Serve as the primary day-to-day employee leadership resource in assigned branches and support branch operations during high demand, staffing shortages, training, or operational disruptions.
Perform Universal Banker responsibilities as needed to maintain service continuity and support member needs.