Universal Banker Manager

Job Description

Job Description

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today.

SUMMARY:
The Universal Banker Manager (UBM) serves as the first-line leader for Universal Banker I and Universal Banker II employees within an assigned branch cluster. The UBM is responsible for 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 UBM actively coaches employees, resolves day-to-day issues, supports branch operations, and serves members while maintaining individual production expectations.
The UBM reports directly to the Area Service Manager and partners closely with branch employees and support departments to ensure consistent execution of service, sales, operational, and employee development standards. While the UBM is accountable for employee performance and execution, accountability for branch goals, overall production performance, area strategy, and business results remain with the Area Service Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Directly supervise Universal Banker I and Universal Banker II employees within an assigned branch cluster.
• Establish clear performance expectations and maintain regular coaching and development discussions.
• Conduct one-on-one meetings, observations, performance reviews, development planning sessions, 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 efforts.
• Support onboarding, training, and integration of newly hired employees.
• Foster a culture of accountability, teamwork, service excellence, and continuous improvement.
• Ensure employees understand organizational priorities, expectations, and performance standards.

Staffing and Workforce Coordination

• 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 processes.
• Coordinate employee deployment between branch locations to address temporary staffing shortages, planned absences, training needs, and business demands.
• Travel regularly among assigned branch locations to provide leadership support based on branch needs.

Member Experience and Service Leadership

• Promote consistent delivery of the Credit Union's service standards across assigned branches.
• Coach employees on member engagement, relationship-building techniques, consultative conversations, and service recovery practices.
• Assist with escalated member concerns and support timely resolution of service issues.
• Monitor member feedback and identify coaching opportunities to improve service delivery.
• Reinforce service expectations through observation, coaching, and recognition.

Production and Performance Support

• Maintain individual production goals and actively 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 effective member interactions, referral generation, follow-up activities, and relationship development.
• Utilize reports and performance data to identify coaching opportunities and employee-development needs.
• Lead by example through personal productivity, service excellence, and engagement with members.

Operational Excellence and Risk Management

• 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 activities related to operational issues.
• Reinforce compliance with security procedures, fraud prevention practices, 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.

Branch Presence and Execution

• Maintain a visible leadership presence throughout assigned branch locations.
• 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 periods of high member demand, staffing shortages, training activities, or operational disruption.
• Perform Universal Banker responsibilities as needed to maintain service continuity and support member needs.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:

• Bachelor's degree in Business, Finance, Management, or a related field preferred; equivalent experience may be considered.
• Minimum of three to five years of experience in a retail banking or credit union environment.
• Minimum of two years of supervisory, team leadership, or employee coaching experience preferred.
• 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.

PHYSICAL REQUIREMENTS:

To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated, and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the Credit Union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the Credit Union within 30 days of any changes that need to be reflected on the NMLS registry.

Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans. 

We are an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class.