Kara Watt

- Established and developed the company’s Customer Advocacy function, strengthening enterprise risk visibility.

- Directed complaint management operations for both Servicing and Originations, ensuring regulatory alignment.

- Supported successful State, Federal, and GSE examinations through strong documentation and cross‑functional coordination.

- Created a proprietary analytics system that improved trend identification and root‑cause analysis of customer dissatisfaction.

- Co‑led development of an AI product that streamlined complaint intake and enhanced data accuracy.

- Regularly briefed executives and clients with insights that informed strategic decisions and improvements.

- Led customer complaint and dispute teams to improve service quality and resolution speed.

- Managed SCRA, FCRA, QWR, fraud, and credit reporting cases to ensure accurate customer outcomes.

- Served as primary liaison to regulators, delivering clear investigation findings and responses.

- Analyzed customer trends and presented insights that drove root‑cause fixes and reduced repeat issues.

- Supported legal reviews through targeted account research.

- Led secured loan servicing and account maintenance

- Managed SCRA, QWRs, and regulatory complaints

- Investigated and drafted regulatory complaint responses

- Maintained tracking/reporting for inquiries and disputes

- Collaborated across servicing teams to resolve issues

- Presented monthly performance insights to executives