Impound Representative / Customer Service

Aston Carter • Indianapolis, IN

7d • $20 - $21 • Hybrid

About The Position

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, the representative manages accounts through resolution and coordinates with internal teams, third-party vendors, and accounting to secure timely vehicle release. The role involves substantial daily contact with impound lots, learning their rules and requirements, and navigating challenging conversations to recover vehicles.

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 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.

Nice To Haves

• Associate or bachelor's degree.
• 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.
• Follow SLA requirements for client updates, 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 aligned 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 documentation.
• Collaborate with internal teams and the vendor network to support accurate information flow and efficient recovery operations.

Benefits

• Medical, dental, and vision coverage, if eligible.
• Critical Illness, Accident, and Hospital coverage, if eligible.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
• Voluntary Life and AD&D insurance for employees and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time off/leave, including PTO, vacation, or sick leave, if eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed