Universal Banker Manager

Georgia's Own Credit Union•Bainbridge, IL

13d

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 adjusts locations based on staffing, employee development, 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 position reports directly to the Area Service Manager and works with branch employees and support departments to promote consistent service, sales, operational, and employee-development standards. Branch goals, overall production performance, area strategy, and business results remain the Area Service Manager’s responsibility. The UBM directly supervises Universal Banker I and II employees; sets performance expectations; conducts coaching, reviews, observations, development planning, and recognition; addresses performance concerns; supports onboarding and succession planning; and fosters accountability, teamwork, service excellence, and continuous improvement. The role coordinates schedules and staffing coverage across branches, approves attendance and time-off requests within guidelines, assists with recruiting and selection, and travels regularly among assigned locations. The UBM promotes consistent member service, coaches employees on engagement and relationship-building, assists with escalated concerns, monitors feedback, and supports service recovery. The UBM also maintains personal production goals, engages members to identify financial needs, opens accounts, supports lending conversations, generates referrals, and uses performance data to identify coaching opportunities. The role supports branch procedures, policies, and regulatory requirements; monitors operational exceptions, training, audit findings, and branch readiness; coordinates corrective actions; reinforces security, fraud prevention, cash handling, and member-information protection; and escalates risks to the Area Service Manager. The UBM provides visible leadership across assigned branches, supports operations during high demand or staffing disruptions, and performs Universal Banker duties as needed to maintain service continuity. A bachelor’s degree in Business, Finance, Management, or a related field is preferred, though equivalent experience may be considered. The role requires three to five years of retail banking or credit union experience. Two or more years of supervisory, team leadership, or employee coaching experience is preferred. Regular travel between assigned branch locations is required. Employees with lending responsibilities must comply with SAFE Act requirements, maintain current NMLS registration, and notify the Credit Union within 30 days of changes that need to be reflected in the registry.

Requirements

Bachelor’s degree in Business, Finance, Management, or a related field preferred; equivalent experience may be considered.
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.
Compliance with SAFE Act requirements and Credit Union policies and procedures for positions with lending responsibilities, including maintaining current NMLS registration.

Nice To Haves

Two or more years of supervisory, team leadership, or employee coaching experience.
Bachelor’s degree in Business, Finance, Management, or a related field.

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-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 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 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 branch locations to provide leadership support.
Promote consistent delivery of Credit Union service standards and coach 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 reinforce service expectations through observation, coaching, and recognition.
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 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 member-information protection.
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 branch locations.
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 disruption.
Perform Universal Banker responsibilities as needed to maintain service continuity and support member needs.
Keep NMLS registration current when lending responsibilities apply and notify the Credit Union within 30 days of changes requiring registry updates.