Impound Representative

Job Title:

Impound Representative

Job Description

The Impound Representative facilitates the repossession of assigned collateral by managing impound-related cases from start to finish. This role focuses on contacting impound lots across the United States, gathering and sharing critical information, and coordinating with internal teams, clients, and third-party vendors to secure timely release of vehicles. The position requires strong communication skills, the ability to think quickly under pressure, and a customer-focused approach to resolving complex, time-sensitive situations.

Responsibilities

+ Respond to client requests via email, online platforms, and phone, ensuring successful resolution of assigned work within established Service Level Agreements (SLAs).

+ Manage impound accounts to full resolution by coordinating recovery efforts with internal teams, third-party companies, and the vendor network.

+ Ensure timely and accurate delivery of impound-related information to clients and vendors, maintaining clear and professional communication at all times.

+ Process ACH payment submissions to the Accounting department to support next-business-day repossession of vehicles.

+ Communicate directly with third-party impound and tow facilities to confirm fee structures, negotiate charges when appropriate, and verify required documentation for vehicle pickup.

+ Follow stated SLA requirements by consistently updating clients on progress, status changes, and any issues related to impound resolution.

+ Place high-volume outbound calls to impound lots across the United States, learning and navigating each facility's rules and procedures to secure vehicle release.

+ Handle difficult or reluctant impound lot contacts by thinking on your feet, overcoming objections, and maintaining a calm, persuasive, and professional approach.

+ Document all interactions, decisions, and outcomes accurately in the appropriate systems to ensure clear case history and accountability.

+ Collaborate with colleagues and leadership to identify process improvements and share best practices for successful impound recovery.

Essential Skills

+ At least 1 year of experience in dispatching, auto finance, or call center work.

+ Recent experience in an outreach-focused role, such as making 30-50 outbound calls per day.

+ Proficiency with Microsoft Office applications for communication, documentation, and basic data entry.

+ Strong customer service skills with the ability to manage challenging conversations professionally.

+ Ability to think quickly and adapt during live calls to overcome objections and secure cooperation.

+ Effective verbal and written communication skills for interacting with clients, vendors, and internal teams.

+ Strong organizational skills to manage multiple accounts and deadlines while meeting SLA requirements.

+ Comfort working in a structured, metrics-driven environment with high call volume.

Additional

Skills & Qualifications

+ Associate or bachelor's degree is preferred but not required.

+ Experience working in transportation, dispatch, or logistics environments.

+ Experience in auto finance, repossessions, or related industries.

+ Familiarity with call center tools and platforms.

+ Ability to negotiate fees and resolve conflicts in a professional manner.

+ Strong problem-solving skills and a proactive approach to resolving issues.

Work Environment

This role follows a standard daytime schedule, typically 8:00 a.m. to 5:00 p.m. or 8:00 a.m. to 4:30 p.m., depending on whether a 30-minute lunch is taken. The position is primarily office-based Monday through Thursday, with the option to work from home on Fridays once performance and proficiency meet expectations. The work involves high call volume, frequent communication with impound and tow facilities, and regular use of Microsoft Office and internal platforms.

The company offers a hybrid work model after an initial in-office period, providing flexibility as you ramp up. The organization is experiencing growth due to new business, creating opportunities for advancement and potential pay increases after becoming a permanent team member. The environment is professional, structured, and focused on delivering timely, accurate service to clients and partners.

Job Type & Location

This is a Contract to Hire position based out of Indianapolis, IN.

Pay and Benefits

The pay range for this position is $20.00 - $21.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

- Medical, dental & vision
- Critical Illness, Accident, and Hospital - 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability
- Health Spending Account (HSA) - Transportation benefits
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