FAQ’s
An Introduction – Proowrx Knowledge Centre
Proowrx Knowledge Centre is knowledge based, data processing Company focused on providing Data analysis & business outsourcing services to Australian financial market players. Company’s headquarter is in Jaipur which is one of the fast growing startup Centre in India. Our firm is promoted & supported by an Australian Mortgage broking firm and professionals with deep expertise of banking & finance. We help clients improve operational and financial performance through hands-on process support and well -timed data inputs. Thus delivering quick results and helping clients achieve low cost sustained value. We plan to become an agile data & financial solutions company for our clients in Australia.
Since how many years are we working in offshoring business?
Our team realized sometime back that a high quality offshoring service was required for Australian mortgage community, consumers, brokers & Banks. Keeping this thought in mind the idea of Proowrx was envisaged in the beginning of this year and the company came into existence in April, 2021. Even though Proowrx as a company is relatively new, the team carries vast experience of Banking and Finance, having worked with Major Indian & international Banks such as ICICI Bank, HDFC Bank & HSBC India.
Who are our major customers?
We have started with Nfinity Financials PTY and as our major clients in the Australian market.
What is the experience and profile of our employees?
We hire employees with good educational background and experience of working with good institutions like banks, BPOs and KPOs. Employees are trained on Flex, Applyonline and other softwares as required for the process. Trainings are conducted on a continuous basis to keep employees abreast of latest developments in legal and compliance requirements for mortgage loans. Trainers are from our Australia based parent entity and have mortgage broking and processing experience.
What kind of Roles do our employees execute?
A. There are generally three types of services available to our customer to select from
a Loan processor – is a person who helps in processing loan application including compilation of all the documents shared by client, feeding application data on flex, preparing loan application through Applyonline, preparing loan summary and attaching all required documents with the application.
b Credit Analyst – is a person who does all the above and additionally helps the client in other requirements such as pricing, valuation, coordination with borrower & Bank up-to the stage of settlement.
c Senior Analyst – is a person who does all the above and also help the client in initial credit assessment, research assistance for difficult cases, handling of progressive payments in case of construction loans.
What are our timings and work schedule?
We work for 40 hours a week from 6:00 a.m. to 3:00 p.m. IST from Monday to Friday. Our holidays are mostly in line with Australian holidays besides 3 gazzetted holidays as required by government norms.
What kind of files, process and systems does the client need to provide access to us?
All our associates are well versed with the Flex software and documents can be submitted in PDF, Excel, Image, word file etc. The analyst / processor will process the document as per case details provided by our client.
What services do we provide to the client?
A Proowrx can help client by providing following services:
a. Initial credit assessment
b. Servicing for multiple banks
c. Flex Data Entry
d. Applyonline
e. Preparation of loan summary
f. Attaching supporting documents
h.Compliance
i. Bridge between client/borrower & Bank for missing info/documents
j. Process ownership till settlement
k. Construction loan payment
l. Interaction with solicitor / RE agent
m.Tracking and monitoring of escalations
Where are we located? How does our Office location support the business case?
We are located in a highly secure office cluster at a centrally located area of the City of Jaipur (One of India’s growing startup hub). The work area offers following facilities to support our work:
a. The building complex has secured physical access. No unwarranted person can pass through the security Gate.
b. There is designated area for visitors separated completely from the work area and located on a different floor to ensure no access or visibility of the work area
c. There is 24 hour – full power backup in case of a short or long power outage
d. Several large IT & Financial services companies work in the same premises due to the excellent infrastructure that the work location offers.
e. There are other facilities such as Gymnasium, indoor sports etc. available to employees for their recreation and rejuvenation.
How do we ensure that the services provided are compliant with Australian Privacy Principles?
Following measures are taken by us to ensure compliance with Australian laws on data privacy:
a. We ensure that the client data remains on an Australian server at all times.
b. Our team works on cloud space provided by an Australian vendor to ensure compliance.
c. Employees can only login with 2 Factor authorizations.
d. Files saved on the cloud can be traced back to the employee who has worked on it.
e. Emails are monitored regularly to ensure compliance.
What measures do we take to ensure data security?
We work on a multi layered system to ensure data privacy and security for our customers. The measures taken are as follows:
a. Entry to the office is access controlled. Access to work area is granted only to employees.
b.Employees work from office in all situations.
c. Staff is monitored through multiple CCTVs installed in the work area. Additionally, there is option for employees to work with video feed from the local machine.
d. Employees leave their mobiles outside work area in individual lockers.
e. All Employees signs Non-Disclosure Agreement to ensure sanctity of data privacy norms.
f. We do not use shared work spaces to maintain data privacy.
What other measure in terms of hardware do we use to ensure data privacy and security?
A . Other than the measures outlined above, following steps are taken to provide protection for data.
a. Employees use laptops at office and do not take the machines back home.
b. All USB drives, Bluetooth and other hardware points are sanitized and blocked to ensure no data is taken out.
c.All employee machines are hardened to ensure no hard points are available for data storage anywhere other than the cloud space allotted to the employee.
d.Employees do not have direct access to printer / scanner.
What is our Business Continuity plan in case of any disruption at office?
Following measures are taken under the Business Continuity plan:
a. If the office site gets compromised and remain inaccessible by way of a lockdown or any other unseen events, our employees work on Individual company provided and ‘Hardened’ Laptop machines.
b. Employees will, in such case, work from home for the minimum possible time and while workings from home, cameras of machines are turned ON at all times.
c. Employees will access data only on cloud and will lose access of the data once they logout of the allotted cloud ID.
d.Periodic data backup is taken from the cloud to ensure data availability.
How do we address the issue of Modern Slavery?
A We take following measures in this regard:
a. All our employees are free to discuss their concerns and requirements which are addressed immediately.
b. There has been no incidence of employee demotivation till now and we intend to keep it that way.
c. We provide a supportive and motivated work environment.
d. We have well defined policies on leaves for personal requirement and for medical and other emergencies.
e. We ensure all guidelines of the state and the central govt. regarding work environment are met in letter & spirit.
f. Good performance is rewarded and shortcomings are worked upon by way of trainings.
Do we have an Australian entity supporting & guiding us?
We have Nfinity Financials PTY as stakeholder and Mentor in Proowrx Knowledge Centre. They guide us through compliance requirements and support us through extensive training to our employees.