Impound Representative

Aston Carter•Indianapolis, IN

3d•$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. Using information from skip tracing, repossession operations, and directed impound placements, the role manages accounts through resolution and coordinates with internal teams, third-party vendors, and accounting to secure timely vehicle release. The work involves frequent contact with impound lots, understanding facility rules and requirements, and handling 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; after becoming permanent and demonstrating strong performance and role knowledge, they may work from home on Fridays. The professional, fast-paced environment centers on high-volume phone outreach and regular communication with clients and internal teams. The position uses standard office technology, including Microsoft Office and internal platforms. Company growth may provide opportunities for advancement and potential pay increases after transition to permanent status. The pay range is $20.00–$21.00 per hour. Eligible benefits for this temporary role may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) retirement plan with pre-tax and Roth contributions; voluntary life and AD&D insurance; short- and long-term disability; a health spending account (HSA); transportation benefits; an employee assistance program; and time off or leave, including PTO, vacation, or sick leave. Eligibility and plan terms apply.

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 (the source text states “3050,” which appears ambiguous).
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 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; preferred but not required.
Experience working with impound lots, tow companies, or repossession vendors.
Experience in auto finance or related financial services.
Prior call center or similar experience in an 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 using internal platforms, email, and phone systems in a hybrid office environment.
Motivation to grow within the organization as demand increases and 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 SLAs.
Provide impound-related information accurately and sensitively to clients and vendors, maintaining clear and professional communication.
Submit ACH payment requests 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.
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 their policies and procedures to secure vehicle release.
Handle difficult or reluctant facility interactions 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 clients and external partners, 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 insurance
Dental insurance
Vision insurance
Critical illness, accident, and hospital coverage
401(k) retirement plan with pre-tax and Roth post-tax contributions
Voluntary life and AD&D insurance for employees and dependents
Short- and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time off/leave, including PTO, vacation, or sick leave, subject to eligibility and plan terms