Impound Representative

Aston Carter•Indianapolis, IN

7d•$20 - $21•Hybrid

About The Position

The Impound Representative facilitates repossession and recovery of client-assigned collateral from impound and tow facilities across the United States. The role manages accounts from placement through resolution, using information from skip tracing, repossession operations, and directed impound placements. It coordinates with internal teams, third-party vendors, clients, and accounting to secure timely vehicle releases. Much of the work involves contacting impound lots, understanding their rules and requirements, and navigating challenging conversations to recover vehicles. This is a contract-to-hire position based in Indianapolis, Indiana. The role follows a daytime schedule, typically 8:00 a.m. to 5:00 p.m. or 8:00 a.m. to 4:30 p.m., depending on lunch duration. Employees work in the office Monday through Thursday and may work from home on Fridays after becoming permanent and demonstrating strong performance and understanding of the role. The environment is professional and fast-paced, with high-volume phone outreach and regular communication with clients and internal teams. The company describes growth-related advancement opportunities and potential pay increases after transition to permanent status. The pay range is $20.00–$21.00 per hour. Depending on eligibility and employment terms, benefits for this temporary role may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) retirement plan; life insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave.

Requirements

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; the posting gives contacting 3050 impound lots or similar entities per day as an example.
Strong customer service skills and the ability to handle challenging conversations and overcome objections.
Ability to think quickly, adapt to changing information, and make sound real-time decisions during calls.
Proficiency with Microsoft Office applications for communication, documentation, and data tracking.
Comfort working in a high-volume, phone-based environment focused on SLAs and productivity targets.
Clear, professional verbal and written communication skills.
Basic understanding of dispatch, transportation, or repossession processes, or willingness to learn quickly.

Nice To Haves

Associate or bachelor’s degree; preferred but not required.
Experience working with impound lots, tow companies, or repossession vendors.
Experience in auto finance or related financial services.
Prior work in a call center or similar environment with structured performance metrics.
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.

Responsibilities

Manage assigned impound accounts from initial placement through full resolution, ensuring timely and compliant vehicle recovery.
Respond promptly to client requests by email, internal platforms, and phone, meeting established service-level agreements (SLAs).
Communicate impound-related information accurately and sensitively to clients and vendors.
Submit ACH payments to accounting when required to enable next-business-day repossession and vehicle release.
Contact impound and tow facilities nationwide to confirm fees, negotiate costs when appropriate, and clarify pickup documentation requirements.
Update clients according to SLA requirements, provide regular status reports, and document actions in the appropriate systems.
Make high-volume daily outreach calls to impound lots and adapt to facility policies and procedures to secure vehicle release.
Resolve difficult interactions with impound lots by overcoming objections and finding solutions consistent with client and company guidelines.
Use dispatch and transportation knowledge to coordinate vehicle recovery logistics and align parties on timing and requirements.
Build rapport with external partners and clients, de-escalate tense conversations, and maintain a professional demeanor.
Use Microsoft Office and internal tools to track account status, record communications, and prepare impound-resolution documentation.
Collaborate with internal teams and the vendor network to support accurate information flow and efficient recovery operations.

Benefits

Medical insurance, subject to eligibility and applicable terms.
Dental insurance, subject to eligibility and applicable terms.
Vision insurance, subject to eligibility and applicable terms.
Critical illness, accident, and hospital coverage, subject to eligibility and applicable terms.
401(k) retirement plan with pre-tax and Roth post-tax contributions available.
Voluntary life and AD&D insurance for employees and dependents.
Short- and long-term disability coverage.
Health Spending Account (HSA).
Transportation benefits.
Employee Assistance Program.
Time off or leave, including PTO, vacation, or sick leave, subject to eligibility and applicable terms.