Impound Representative

Impound Representative

The Impound Representative facilitates the repossession and recovery of client-assigned collateral from impound and tow facilities across the United States. Using information from skip tracing, repossession operations, and directed impound placements, this role manages accounts through to resolution and coordinates closely with internal teams, third-party vendors, and accounting to secure timely vehicle release. You will spend much of your day contacting impound lots, understanding their specific rules and requirements, and navigating challenging conversations to successfully recover vehicles.

• Manage assigned impound accounts from initial placement through to full resolution, ensuring vehicles are recovered in a timely and compliant manner.
• Respond promptly to client requests via email, internal platforms, and phone, meeting established Service Level Agreements (SLAs) for all assigned work.
• Deliver impound-related information accurately and sensitively to clients and the vendor network, maintaining clear and professional communication at all times.
• Process ACH payment submissions to the accounting department to enable next-business-day repossession and vehicle release when required.
• Contact and communicate with third-party impound and tow facilities nationwide to confirm fees, negotiate costs when appropriate, and clarify documentation requirements for vehicle pickup.
• Follow stated SLA requirements for updating clients on progress, providing regular status reports and documenting all actions in the appropriate systems.
• Make high-volume outreach calls to impound lots each day, adapting to different facility policies and procedures to secure vehicle release.
• Navigate difficult or reluctant impound lot interactions by thinking on your feet, overcoming objections, and finding solutions that align with client and company guidelines.
• Use dispatch and transportation knowledge to coordinate logistics related to vehicle recovery and ensure all parties are aligned on timing and requirements.
• Leverage customer service skills to build rapport with external partners and clients, de-escalate tense conversations, and maintain a professional demeanor.
• Utilize Microsoft Office and other internal tools to track account status, record communications, and prepare documentation related to impound resolution.
• Collaborate with internal teams and the broader vendor network to ensure accurate information flow and efficient recovery operations.

• At least 1 year of experience in dispatching, auto finance, or call center work.
• Recent experience in an outreach-focused role involving frequent outbound calls, such as contacting 30–50 impound lots or similar entities per day.
• Strong customer service skills with the ability to handle challenging conversations and overcome objections.
• Ability to think quickly, adapt to changing information, and make sound decisions in real time during calls.
• Proficiency with Microsoft Office applications for communication, documentation, and data tracking.
• Comfort working in a high-volume, phone-based environment with a focus on meeting SLAs and productivity targets.
• Clear and professional verbal and written communication skills.
• Basic understanding of dispatch, transportation, or repossession processes, or willingness to learn quickly.

• Associate or bachelor's degree is preferred but not required.
• Experience working with impound lots, tow companies, or repossession vendors is a plus.
• Experience in auto finance or related financial services is beneficial.
• Prior work in a call center or similar environment with structured performance metrics is advantageous.
• Strong negotiation skills when discussing fees and requirements with third-party facilities.
• Ability to manage multiple accounts simultaneously while maintaining attention to detail.
• Comfort working with internal platforms, email, and phone systems in a hybrid office environment.
• Motivation to grow within the organization as demand increases and new opportunities emerge.

This role follows a daytime schedule, typically 8:00 a.m. to 5:00 p.m. or 8:00 a.m. to 4:30…