Massiel Martin
Morgan Stanley
2
Languages
10
years of professional experience
Operations and Wealth Management professional with over eight years of experience in private banking, loan origination, credit operations, and enterprise oversight within the financial services sector. Expertise includes operational risk management, legal documentation review, cross-functional collaboration, and process improvement, with a strong focus on performance reporting and compliance. Proven ability to partner with underwriting, legal, and operations teams while effectively training global colleagues to achieve accurate and compliant outcomes in high-pressure environments. Committed to leveraging innovative solutions such as process automation and AI-assisted workflow optimization to drive efficiency and enhance operational effectiveness.
Work History
Private Banking Wealth Management Operations Oversight
1 Year 1 Month- Evaluated daily performance metrics for Private Banking Operations (PBO), focusing on collections, credit account services, and collateral to maintain compliance with operational standards and SLAs.
- Analyzed and managed over 210 operational cases each week across five business units, focusing on risk identification and prioritization of aged work queues.
- Analyzed workflow processes and implemented corrective action plans in collaboration with business leaders, achieving a 30% reduction in aged inventory.
- Enhanced SLA compliance from 83% to 91% through diligent monitoring of performance metrics and accountability initiatives across operational teams.
- Created and distributed daily, weekly, monthly, and quarterly executive dashboards viewed by 10+ senior leaders, providing actionable insights into workload trends, operational performance, and risk exposure.
- Developed prompt-based Microsoft Copilot AI templates and implemented five Microsoft Copilot AI templates that automated recurring operational reviews, reducing manual effort, standardizing reporting, and increasing team efficiency.
- Optimized daily review processes through AI-driven workflows, enhancing efficiency and enabling focus on high-priority operational tasks.
- Enhanced communication across global teams to support business continuity and operational efficiency.
- Oversaw operational functions for $954 million in private banking portfolios, delivering critical insights through reporting and analysis boosting leadership effectiveness.
Private Banking Loan Origination Specialist- Private Banking & Wealth Management (PBO)
2 Years 3 Months- Reviewed and analyzed business formation documents, corporate resolutions, trust agreements, and estate documentation to verify ownership structures and lending eligibility.
- Coordinated with branch personnel to obtain missing documentation and ensure loan packages met underwriting and legal requirements before approval.
- Worked closely with Credit Underwriters and Legal teams to resolve documentation issues and prepare complete loan files for client signature.
- Supported loan originations for high-net-worth and ultra-high-net-worth clients.
- Delivered comprehensive support to financial advisors and branch teams by clarifying documentation requirements and outlining next steps in the loan origination process.
- Conducted in-depth training for offshore operations teams in India, focusing on updated procedures and business entity documentation to ensure compliance and operational efficiency.
- Processed loan requests totaling more than $2.7 billion while maintaining compliance with internal policies and regulatory requirements.
- Consistently met or exceeded established turnaround time and quality goals while managing a high-volume workload.
- Recognized as a subject matter expert (SME) for business entity documentation and trust review.
Senior Collection Specialist
2 Years 10 Months- Managed delinquent customer accounts by identifying repayment solutions and helping customers return accounts to current status.
- Collected over $1 million in delinquent accounts.
- Resolved escalated customer concerns by providing effective, customer-focused solutions.
- Coached and mentored new employees, several of whom became Top 10 performers.
- Managed more than 150 inbound customer calls daily, resolving account concerns while maintaining exceptional service standards.
- Maintained a 96% average customer satisfaction score through accurate, efficient, and empathetic service.
- Assisted customers nationwide while adhering to company policies and compliance standards.
Student & Personal Loan Specialist
2 Years 10 Months- Trained college interns on company banking software. Multiple interns became top-performing representatives within three months.
- Managed and optimized the handling of over 150 customer calls each day to improve client satisfaction.
- Completed three months of specialized training in Discover's banking software and became a top-performing representative.
- Assisted customers with loan applications by updating account information, reviewing disclosures, and coordinating transfers to senior specialists.
- Strengthened customer relationships through professional communication and secure identity verification practices.
Morning & Evening Shift Leader
3 Years 4 Months- Coached and trained new team members on operational procedures, customer service, and cash handling to ensure consistent performance.
- Mastered point-of-sale (POS) systems, processing $2,500-$3,500 in transactions per shift while maintaining accurate financial records.
- Provided exceptional customer service that contributed to six monthly promotional achievements.
- Recognized as Employee of the Month three times for outstanding performance, leadership, and customer service.
- Managed 90+ cash and credit card transactions daily while accurately balancing receipts and resolving customer concerns.
Education
High School Diploma
- Honors Society
- Latinos in Action
- Cheerleading
- Student Government
Associate of Science - General Studies
- Graduated with Honors
- GPA: Minimum GPA of 3.5
Skills
Microsoft Excel
Microsoft Copilot
SharePoint
Microsoft Teams
Outlook
Zoom
Equifax
Secretary of State Business Registries
Microsoft Office Suite
Languages
English
C2
Bilingual or Proficient
Spanish
C2
Bilingual or Proficient
Timeline
Private Banking Wealth Management Operations Oversight
Morgan Stanley
05.2025 - 06.2026Read More
Private Banking Loan Origination Specialist- Private Banking & Wealth Management (PBO)
Morgan Stanley
02.2023 - 05.2025Read More
Senior Collection Specialist
Discover Financial Services
07.2019 - 05.2022Read More
Student & Personal Loan Specialist
Discover Financial Services
07.2019 - 05.2022Read More
Morning & Evening Shift Leader
The Habit Burger Grill
03.2016 - 07.2019Read More
Highland High School
High School Diploma
Read More
Salt Lake Community College
Associate of Science from General Studies
Read More
CORE COMPETENCIES
- Private Banking Operations
- Wealth Management Operations
- Operational Risk Management
- Loan Origination
- Trust & Estate Review
- Business Entity Documentation
- Process Improvement
- Operational Oversight
- Dashboard Reporting
- Data Analysis
- Regulatory Compliance
- Cross-Functional Collaboration
- AI Workflow Automation