Virtual Assistant - Special Assets

Who We Are: Dominion Financial Services (DFS) is a nationally recognized private lender dedicated to supporting real estate investors. With a focus on Short-Term Bridge Loans and Long-Term Rental Loans, DFS empowers clients to scale their businesses and build lasting generational wealth. Our Values: - Integrity - Accountable & Dependable -Team Centric - System & Process Oriented - Service Ethic - Organized Efficiency – Risk Management & Compliance At Dominion, we are committed to building a culture of continuous improvement and innovation. We embrace emerging technologies, including AI, to help our team members work more efficiently, solve problems more effectively, and create greater impact in their roles. Employees are encouraged to explore new tools and processes that improve productivity, enhance the customer experience, and support the company's growth. Position Summary The Virtual Assistant supports the Special Assets team in advancing the resolution of defaulted loans and loans showing early signs of distress. This is a high-volume follow-up and information-gathering role. The person in this seat makes persistent contact with borrowers, schedules calls with team leadership, collects documents and payment information, and maintains clean, current records so that decision-makers always have an accurate picture of each file. Success in this role is measured by how little chasing leadership has to do. The Virtual Assistant closes the loop. Key Responsibilities Borrower Outreach and Follow-Up - Execute outbound contact efforts by phone, email, and text to borrowers on assigned watchlist and default files, working from approved scripts and templates. - Maintain a disciplined follow-up cadence, documenting every attempt, connection, and outcome. - Escalate unresponsive borrowers, disconnected numbers, and bad contact information promptly rather than allowing files to go quiet. - Conduct basic skip-trace and public-record lookups as directed to refresh borrower contact information. Call Coordination - Schedule and confirm calls between borrowers and Special Assets leadership, accounting for time zones and calendar conflicts. - Send confirmations and reminders, and reschedule missed calls the same business day. - Circulate a short pre-call summary of the file's status and open items so that leadership is not reading in cold. - Capture call notes and next steps immediately following each call and distribute to the assigned team members. Information and Document Collection - Request, track, and follow up on borrower deliverables, including: - Payment confirmations, wire receipts, and proof of funds. - Signed extension, modification, forbearance, and reinstatement documents. - Evidence of hazard insurance and property tax payment. - Payoff, refinance, and sale documentation, including contracts of sale and listing agreements. - Construction and rehabilitation status updates, budgets, and draw documentation. - Borrower and guarantor financial information as requested by leadership. - Property condition, occupancy, and access information. - Verify that what arrives is complete and legible before routing it, flagging missing pages, unsigned signature lines, and figures that do not match the file. Save all documentation to the correct loan file using established naming conventions. Reporting and Record-Keeping - Maintain contact logs, tracking sheets, and status notes in the loan servicing system and internal trackers with accuracy and same-day currency. - Prepare recurring status reports summarizing outreach activity, borrower responses, outstanding items, and files requiring attention. - Surface time-sensitive developments immediately, including any mention of bankruptcy, requests for counsel, disputed balances, property damage, occupancy changes, or listing activity. General Administrative Support - Draft routine correspondence for internal review prior to sending. - Prepare mailing, courier, and certified delivery packages and track delivery confirmations. - Assemble file summaries and document packages in support of internal review or referral. - Support ad hoc projects for the Special Assets team as assigned. Scope and Limits of Authority - This role gathers information and coordinates communication. It does not exercise discretion over loan resolution. Specifically, the Virtual Assistant will not: - Negotiate or agree to any loan terms, forbearance, extension, payoff amount, or settlement. - Quote payoff, reinstatement, or default figures except by transmitting a statement issued by authorized personnel. - Provide legal or financial advice, or characterize the company's legal position or intentions. - Continue direct borrower contact once the borrower is known to be represented by counsel or has requested that contact cease. Such files are routed to the Director of Special Assets immediately. - Deviate from approved scripts, templates, and contact procedures without prior approval. - All communications are conducted on company systems and are subject to monitoring and review. The Virtual Assistant is expected to complete assigned training on borrower communication standards before commencing outbound contact. Required Qualifications - One or more years of experience in a remote administrative, collections, loan servicing, customer service, or executive assistant role. - Excellent spoken and written English, with a clear, neutral, professional telephone presence and the ability to hold composure in tense conversations. - Exceptional attention to detail. This role depends on accurate names, dates, dollar figures, addresses, and loan numbers. - Strong organizational skills, with the ability to manage a large volume of concurrent follow-ups without items falling through. - Proficiency with Microsoft Outlook, Excel, and Word, and the ability to learn proprietary loan servicing platforms. - Reliable high-speed internet, a quiet dedicated workspace, and a professional home office environment. - Availability during standard U.S. business hours, Eastern Time. Preferred Qualifications - Experience in mortgage servicing, default servicing, collections, real estate, or private and business-purpose lending. - Familiarity with loan documents, including notes, mortgages and deeds of trust, extensions, modifications, and payoff and reinstatement statements. - Prior experience following compliance-driven call scripts and documentation standards. - Experience with CRM or loan servicing systems and structured document management workflows. Attributes for Success - Persistent without being abrasive. Comfortable making the fourth and fifth call when the first three went unanswered. Writes things down. Assumes nothing about a file and asks rather than guesses. Treats borrowers under financial stress with professionalism and discretion. Project Details - Fully remote position with sustained telephone and computer work. - Coverage is required during U.S. Eastern business hours regardless of the incumbent's home time zone. - Occasional deadline-driven volume in connection with maturity dates, payoff timelines, and scheduled disbursements.