Majda Jakubovic
Saint Louis,Missouri
Summary
Results-driven Complaints Analyst with a strong background in investigation and data analysis. Proven ability to identify root causes of complaints, develop actionable insights, and drive process improvements to enhance client and branch satisfaction and operational efficiency. Skilled in analyzing complaint trends, collaborating with cross-functional teams, and ensuring compliance with industry regulations. Adept at managing high volumes of complex cases and delivering timely, effective resolutions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Complaints Analyst
Edward Jones
2021.07 - Current
- Responsible for conducting thorough investigations into complex client complaints by gathering relevant data and collaborating with internal and external teams to resolve the matter
- Create, update and maintain spreadsheets and correspondence templates, including reports that require compilation of data from different sources and systems
- Advised leadership on potential risk areas identified through complaint analysis, contributing to proactive problem-solving efforts at an organizational level.
- Assist the Legal Division with required regulatory filings, including creating, implementing and maintaining oversight procedures for U4/U5 complaint reporting.
Legal Administrative Assistant
Edward Jones
2019.10 - 2021.07
- Handle high volume of phone calls, mail, and e-mail, refer information requests to appropriate areas
- Assist with drafting legal correspondence to attorney's and clients
- Creating/preparing general to complex spreadsheets and correspondence
- Creating, updating and maintaining reports requiring compilation of data from different sources and systems
- Utilizing sound judgment to determine urgency of situations and implement the appropriate escalation process
- Investigate verbal client concerns in a timely, thorough and professional manner consistent with the firm's policies and procedures
- Assist in ensuring the firm is compliant with regulatory reporting obligations
- Provide information to leaders based on complaint volumes and trends to assist the firm in preventing reoccurrences of issues or related complaints in the future.
Paralegal
Sedey Harper Westhoff, P.C
2016.08 - 2019.09
- Facilitated efficient communication between judges, court administration, government agencies, attorneys, and clients
- Participated in client interviews, observed questioning process and took notes to document information
- Prepared clients for appointments and interviews, including depositions and testimony
- Filed pleadings and required paperwork with court clerk according to strict deadlines
- Gather and analyze research data, such as statutes, decisions, and legal articles, codes, and documents
- Used online databases such as WestLaw and LexisNexis to examine secondary sources, statutory law, case law and federal and state regulations
- Investigate facts and law of cases and search pertinent sources, such as public records, to determine causes of action and to prepare cases
- Consulted with clients, witnesses and legal professionals to define and document case details
- Prepare dockets and calendars of cases to be called
- Organize and create focus groups and mock trials
- Produced well-researched and articulate legal briefs, pleadings and statements
- Organized exhibits for trial, preparing materials and supporting documentation for easy display and admittance.
Education
Bachelor of Arts - Legal Studies
Webster University
St. Louis, MO05.2018
Skills
- Complaint Investigation and Resolution
- Data Analysis and Trend Identification
- Process Improvement and Cross-Functional Collaboration
- Expertise in Microsoft Office - Outlook, Excel, PowerPoint, Publisher
- Proficient in Adobe Acrobat, LexisNexis, and WestLaw
- Tableau Data Visualization Expertise
Certification
- Advanced Certified Paralegal (ACP) - National Association of Legal Assistants (NALA) (2019)
- Securities Industry Essentials Examination – FINRA (2021)
- Series 7 General Securities Representative Examination – FINRA (2023)
- Series 66 Uniform Combined State Law Examination – FINRA (2024)
- Series 24 – FINRA (expected October 2024)
Languages
Croatian
Timeline
Complaints Analyst
Edward Jones
2021.07 - Current
Legal Administrative Assistant
Edward Jones
2019.10 - 2021.07
Paralegal
Sedey Harper Westhoff, P.C
2016.08 - 2019.09
- Advanced Certified Paralegal (ACP) - National Association of Legal Assistants (NALA) (2019)
- Securities Industry Essentials Examination – FINRA (2021)
- Series 7 General Securities Representative Examination – FINRA (2023)
- Series 66 Uniform Combined State Law Examination – FINRA (2024)
- Series 24 – FINRA (expected October 2024)
Bachelor of Arts - Legal Studies
Webster University
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