Universal Banker Manager

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.

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…