Universal Banker Manager

Georgia's Own Credit Union•Morrow, GA

15h

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 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 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 responsibility of the Area Service Manager. The role supports branch operations and member relationships, including account opening, lending conversations, referrals, and service recovery. It also reinforces operating procedures, policies, regulatory requirements, security, fraud prevention, cash-handling standards, and protection of member information. Regular travel among assigned branch locations is required. The position works 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 and perform clerical duties using technology. 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, keep NMLS registration current, and notify the Credit Union within 30 days of changes that need to be reflected in the NMLS registry.

Requirements

Three to five years of experience in a retail banking or credit union environment.
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.
For positions with lending responsibilities, comply with SAFE Act requirements, maintain current NMLS registration, and notify the Credit Union within 30 days of changes that need to 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.
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 performance expectations and conduct regular coaching and development discussions, 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 on development of high-potential employees and succession planning.
Support onboarding, training, and integration of new 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 based on branch needs.
Promote consistent delivery of the Credit Union's service standards and coach employees on member engagement, relationship-building, consultative conversations, and service recovery.
Assist with escalated member concerns, support timely service resolution, and monitor member feedback for 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 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; coordinate corrective actions and follow-up.
Reinforce security, fraud prevention, cash-handling, and member-information protection requirements.
Identify and escalate operational risks and concerns to the Area Service Manager, and ensure employees maintain operational proficiency and complete required training.
Maintain visible leadership throughout assigned branches and establish a visitation schedule for consistent employee support.
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 duties as needed to maintain service continuity and support member needs.