Universal Banker Manager

• Serve as the first-line leader for Universal Banker I and Universal Banker II employees within an assigned branch cluster
• Coach employees, manage performance, coordinate staffing, support employee development, and maintain member experience standards across multiple branches
• Report to the Area Service Manager and partner with branch employees and support departments
• Conduct one-on-one meetings, observations, performance reviews, development planning, and recognition activities
• Address performance concerns through coaching, counseling, and corrective action
• Support succession planning, onboarding, training, and integration of new employees
• Coordinate schedules, staffing coverage, attendance, time-off requests, and employee deployment across branches
• Assist with recruiting, interviewing, and candidate selection
• Travel regularly among assigned branch locations to provide leadership support
• Promote consistent service standards and coach member engagement, relationship-building, consultative conversations, and service recovery
• Assist with escalated member concerns and resolve service issues
• Maintain individual production goals; open accounts, support lending conversations, generate referrals, and build member relationships
• Use reports and performance data to identify coaching and employee-development opportunities
• Support branch operating procedures, policies, regulatory requirements, security, fraud prevention, cash handling, and member-information protection
• Monitor operational exceptions, training completion, audit findings, and branch readiness
• Identify and elevate operational risks to the Area Service Manager
• Maintain visible leadership presence and perform Universal Banker responsibilities as needed

• 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
• Ability to maintain current NMLS registration when applicable to lending responsibilities
• Compliance with SAFE Act requirements and Credit Union policies and procedures

Demonstrates strong leadership and coaching abilities in a retail banking environment, focusing on employee development, performance management, and member engagement. Proficient in branch operations, regulatory compliance, and operational risk management.

• Leadership Experience
• Employee Coaching
• Branch Operations Knowledge
• Regulatory Compliance
• Performance Management

• Deposit Products
• Account Opening Procedures
• Consumer Lending
• Performance Data Analysis
• Operational Risk Management

• Communication Skills
• Conflict Resolution
• Problem-Solving Skills
• Organizational Skills
• Influencing Skills

• NMLS Registration
• SAFE Act Compliance

• Retail Banking
• Credit Union
• Employee Development
• Member Experience
• Service Recovery

• Microsoft Office
• Branch Operating Systems