Branch Banking Manager: Coaching & Service Excellence

Georgia's Own Credit Union; Folkston (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

Georgia’s Own Credit Union is seeking a Universal Banker Manager to lead and coach Universal Banker I and II across branch clusters. This role ensures high-quality member experiences, operational consistency, and staff development while coordinating staffing and performance management.

The position reports to the Area Service Manager and travels between branches to support staffing needs, onboarding, and performance improvements, with accountability for service standards and branch results.

Qualifications

• Bachelor's degree in Business, Finance, Management, or 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.
• 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.

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.
• Staffing and Workforce Coordination: coordinate schedules, approve attendance, and manage staffing across branches.
• Recruiting and candidate selection processes; coordinate deployment between branches.
• Travel regularly among assigned branch locations to provide leadership support based on branch needs.
• Promote consistent delivery of service standards; coach on member engagement, relationship-building, and service recovery.
• Assist with escalated member concerns and timely resolution of service issues.
• Monitor member feedback and identify coaching opportunities to improve service delivery.
• Open accounts, support lending conversations, generate referrals, and engage in relationship-building activities.
• Utilize performance data to identify coaching opportunities and development needs.
• Lead by example through personal productivity, service excellence, and member engagement.
• Ensure compliance with branch operating procedures, policies, regulatory requirements, and security practices.
• Identify and raise operational risks to the Area Service Manager.

Skills

Leadership

Communication

Conflict resolution

Problem-solving

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Branch operating systems

Job description

Georgia’s Own Credit Union is seeking a Universal Banker Manager to lead and coach Universal Banker I and II across branch clusters. This role ensures high-quality member experiences, operational consistency, and staff development while coordinating staffing and performance management.

The position reports to the Area Service Manager and travels between branches to support staffing needs, onboarding, and performance improvements, with accountability for service standards and branch results.