Impound Representative

Aston Carter•Indianapolis, IN

5d•$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, and accounting to secure timely vehicle release. Much of the work involves contacting impound lots, learning and following facility-specific rules and requirements, and navigating challenging conversations to recover vehicles. The position operates in a fast-paced, high-volume phone environment and uses Microsoft Office and internal platforms to track accounts, record communications, and prepare documentation. The role is based in an office Monday through Thursday, with the option to work from home on Fridays after becoming permanent and demonstrating strong performance and understanding of the role. The schedule is typically 8:00 a.m. to 5:00 p.m. or 8:00 a.m. to 4:30 p.m., depending on lunch duration. The position is contract to hire, with opportunities for advancement and potential pay increases upon transition to permanent status.

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, such as contacting 30–50 impound lots or similar entities per day.
Strong customer service skills, including 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 focused on 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 to client requests by email, internal platforms, and phone while meeting established Service Level Agreements (SLAs).
Provide accurate and sensitive impound-related information to clients and vendors, maintaining clear and professional communication.
Submit ACH payments to accounting when needed to enable next-business-day repossession and vehicle release.
Contact impound and tow facilities nationwide to confirm fees, negotiate costs when appropriate, and clarify vehicle 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 different facility policies and procedures to secure vehicle release.
Navigate difficult or reluctant interactions with impound lots, overcome objections, and find 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.