Wilmary Buckton

Seasoned and performance-driven Banking and Financial Services Professional with over 9 years of comprehensive experience at Capitec Bank, excelling in credit management, client servicing, and leadership roles. Demonstrates strong expertise in managing credit applications for self-employed clients, ensuring accuracy in financial documentation, income verification, and credit risk assessment. Skilled in leading high-performing teams, optimizing operational workflows, and maintaining compliance with banking regulations and internal policies.

Proven ability to analyze client financial information, identify growth opportunities, and deliver tailored financial solutions that align with business objectives. Known for exceptional customer-centric service, analytical thinking, and the ability to foster a culture of accountability and excellence within teams. Passionate about driving efficiency, innovation, and client satisfaction in every aspect of banking operations.

Acting Team Leader at Capitec Bank (2024-06 – Present)

• Oversee daily operations of the loans team, ensuring adherence to standard operating procedures and timely completion of tasks in line with service-level agreements.
• Monitor and evaluate team performance, conduct regular performance reviews, and address performance gaps through coaching and feedback.
• Ensure high levels of client satisfaction by resolving escalated inquiries, managing complaints, and supporting staff in delivering excellent client service.
• Identify and implement process improvements and best practices to optimize loan processing efficiency and reduce turnaround time.
• Act as a liaison between the loans department and upper management, communicating departmental goals, challenges, and key achievements.
• Ensure full compliance with Capitec policies, internal audit standards, and regulatory frameworks governing lending activities (FAIS, FICA, NCR).
• Prepare and present management reports detailing team performance metrics, loan volumes, risk indicators, and client feedback trends.
• Provide support in complex loan applications, assisting in decision-making and ensuring risk mitigation in approval processes.
• Motivate, mentor, and develop team members to enhance performance, productivity, and adherence to organizational values.
• Foster a collaborative and positive team culture, driving accountability, ownership, and continuous improvement across all operations.

Multiple Income Earner Consultant at Capitec Bank (2021-01 – Present)

• Process credit applications for self-employed and multiple-income clients in alignment with Capitec's credit policies and compliance requirements.
• Conduct comprehensive credit estimate validations, ensuring accuracy and adherence to financial regulations and internal control procedures.
• Manage documentation requests by contacting clients to obtain outstanding financial records, supporting documents, and signed mandates.
• Perform document verification and financial data validation, including analysis of payslips, bank statements, and income records to assess creditworthiness.
• Maintain high standards of data integrity, ensuring that all client documentation meets audit and compliance expectations.
• Deliver exceptional customer service through professional communication, follow-ups, and timely resolution of client queries.
• Collaborate with internal stakeholders (credit analysts, compliance officers, and team leaders) to ensure smooth and accurate application processing.
• Ensure full compliance with FAIS and FICA regulatory requirements during the credit application process.

Service Consultant at Capitec Bank (2016-10 – Present)

• Manage fraud escalations efficiently, investigating and resolving issues in compliance with Capitec Bank's fraud prevention policies and procedures.
• Deliver exceptional client service by fulfilling and exceeding client needs across Savings, Transactions, Credit, and Insurance products.
• Accurately and timeously capture and validate client information for credit and loan approvals, ensuring compliance with FAIS and FICA regulations.
• Maintain up-to-date product knowledge and competency, effectively positioning banking products in the best interest of clients.
• Conduct telemarketing and client onboarding activities to attract, retain, and expand the customer base.
• Schedule and manage client appointments and meetings, ensuring efficient time management and customer follow-up.
• Handle client complaints and escalations, providing prompt resolutions and maintaining a high level of customer satisfaction.
• Update and maintain client profiles on the banking system to ensure data accuracy and integrity.
• Assist clients with credit applications, savings account queries, transactional support, and general banking enquiries.
• Perform cash handling, document filing, and record management in line with operational standards.
• Manage online banking and credit application support, addressing digital platform queries and assisting clients with online transactions.

Bank Better Champ at Capitec Bank (2015-02 – 2016-10)

• Welcomed clients and managed branch traffic flow through effective queue coordination, ensuring a smooth and efficient client experience.
• Delivered exceptional front-line customer service by assisting clients with self-service and remote banking channels.
• Supported clients with ATM transactions, account inquiries, and digital banking processes to promote self-service adoption and efficiency.
• Identified client needs and referred them to appropriate banking solutions (Savings, Credit, Insurance, or Transactions) in alignment with Capitec service standards.
• Upheld the bank's client-centric culture, ensuring professional communication and service excellence at all touchpoints.

National Senior Certificate in Grade 12 – Florida Secondary school (2009)