Questions lenders ask.
What loan officers, their managers and their IT ask before Proxara takes their calls, answered plainly.
The officer’s time
- What does Proxara take off a loan officer?
- The work an assistant does after each call. In the app, that’s the call written up: the application details in the order they type them, their notes, the follow-up, and the lead on their Monday board. Once your company connects its systems, it’s the application in Encompass, the lead in the CRM, credit, DU and the Loan Estimate on the officer’s yes, and the borrower’s documents chased in your borrower app.
- What does the officer still do?
- Take the call, and say whether to keep it. Proxara asks only what’s theirs to decide, and once your systems are connected that includes pulling credit, running DU and sending the disclosures (one button).
- Does it replace an assistant?
- It does an assistant’s work on every loan, for every officer, so an officer without one has one. How the team uses the time is up to you.
- Do officers have to learn a new tool?
- One app on their iPhone. Calls ring on the normal call screen, one question follows each call, and the details arrive by email. Once your systems are connected, the work also lands in Encompass, the CRM and Outlook.
The calls
- How does it hear the calls?
- The officer’s cell forwards to a Proxara number, and calls ring on a second line on their iPhone, marked Work, showing who’s calling. Calls they make on it from the Phone app show their own number, so borrowers see the number they’ve always had.
- Is the call recorded?
- No audio is saved. Each person’s speech becomes words as it’s said. After the call the officer chooses whether to keep it. A kept call stays as its transcript, a summary, the details and notes until they delete it, and any other call’s words are erased.
- What about personal calls?
- The people the officer chooses connect with nothing turned into words and no question. Any other call they don’t keep has its words erased.
- What if the borrower corrects a figure later?
- The later figure wins, and the record keeps what it replaced. Once Encompass is connected, that goes for the loan too, and a figure someone changed by hand stands until a later call says something new about it.
- What about recording laws?
- Telling the other side is the officer’s, in their usual greeting. Proxara plays nothing on a call. Once someone asks not to be recorded, Proxara stops hearing it, and only that they asked and when is kept.
Your systems
- Does an officer need anything from IT?
- No. The app needs nothing from your company, and it touches none of your systems. An officer can connect their own Monday board and save their Loop link themselves.
- We run Encompass. What do we have to change?
- Nothing your officers use. In the app, the officer gets the application details in the order they type them into Encompass. When you connect it, your Encompass administrator creates a user for Proxara and sets up credit ordering for it, once. From then on Proxara writes each borrower’s application into the loan’s own fields, and runs credit, DU and the Loan Estimate through Encompass on your company’s accounts.
- What goes into the CRM?
- The lead, who sent it, the next step and why a borrower isn’t ready yet, with personal details kept to the notes. That’s the officer’s own Monday board in the app, read before every write, with each change undoable. Total Expert comes once your company connects it.
- How do the questions reach the officer?
- In the app, as one question after each call: keep it or not. Once your systems are connected, a question like pulling credit arrives as one message in Teams with the button inside it. Your Teams administrator installs Proxara’s app for your officers, and where a company doesn’t use Teams the same question comes by text.
- And the borrower’s documents?
- After a first call the app offers the officer’s own Loop link, and they send it from Messages. Once your borrower app is connected, Proxara asks for the documents DU lists there, with the app’s own reminders, and checks each paper as it lands.
Security and your data
- Where does it run?
- The app runs in Proxara’s own AWS, in a US region, so an officer can start without your company installing anything. When you connect your systems, it runs as an install in Proxara’s Azure or your own.
- Is our data used to train anything?
- No. Borrower data is used only to do your officers’ work. Proxara never uses it for itself and trains no model on it, and Microsoft’s terms say the same of the model that reads a kept call.
- Where do Social Security numbers go?
- One said on a kept call stays whole in one sealed place for 14 days, behind Face ID, and is then erased. Everywhere else keeps the last four digits, and it never goes in an email or a notification. Once Encompass is connected, it goes straight there.
- Do you have SOC 2?
- Not yet. The security page says what runs where and lists every connection, and the engineers who built it will take your security team’s questions on a call.
Getting started
- How does an officer start?
- In the app, in about five minutes: their work email, their greeting, their number forwarded, and the people they never want heard. The app is by invitation for now. Their company approves any connection to its systems.
- Can we see it first?
- Yes. Book a call and we’ll walk a borrower’s first call through it with you, from the first ring to the details in the officer’s inbox.
See a first call through it.
We’ll walk a borrower’s first call through it with you, from the agent’s text to DU’s answer.