Impound Representative / Customer Service

Impound RepresentativeThe 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, this role manages accounts through to resolution and coordinates closely with internal teams, third-party vendors, and accounting to secure timely vehicle release. You will spend much of your day contacting impound lots, understanding their specific rules and requirements, and navigating challenging conversations to successfully recover vehicles.ResponsibilitiesManage assigned impound accounts from initial placement through to full resolution, ensuring vehicles are recovered in a timely and compliant manner.Respond promptly to client requests via email, internal platforms, and phone, meeting established Service Level Agreements (SLAs) for all assigned work.Deliver impound-related information accurately and sensitively to clients and the vendor network, maintaining clear and professional communication at all times.Process ACH payment submissions to the accounting department to enable next-business-day repossession and vehicle release when required.Contact and communicate with third-party impound and tow facilities nationwide to confirm fees, negotiate costs when appropriate, and clarify documentation requirements for vehicle pickup.Follow stated SLA requirements for updating clients on progress, providing regular status reports and documenting all actions in the appropriate systems.Make high-volume outreach calls to impound lots each day, adapting to different facility policies and procedures to secure vehicle release.Navigate difficult or reluctant impound lot interactions by thinking on your feet, overcoming objections, and finding solutions that align with client and company guidelines.Use dispatch and transportation knowledge to coordinate logistics related to vehicle recovery and ensure all parties are aligned on timing and requirements.Leverage customer service skills to build rapport with external partners and clients, de-escalate tense conversations, and maintain a professional demeanor.Utilize Microsoft Office and other internal tools to track account status, record communications, and prepare documentation related to impound resolution.Collaborate with internal teams and the broader vendor network to ensure accurate information flow and efficient recovery operations.Essential SkillsAt 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 3050 impound lots or similar entities per day.Strong customer service skills with 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 with a focus 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.Additional Skills & QualificationsAssociate or bachelors degree is preferred but not required.Experience working with impound lots, tow companies, or repossession vendors is a plus.Experience in auto finance or related financial services is beneficial.Prior work in a call center or similar environment with structured performance metrics is advantageous.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.Work EnvironmentThis 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 whether you take a half-hour lunch. You will work in the office Monday through Thursday, with the option to work from home on Fridays once you become permanent and demonstrate strong performance and understanding of the role. The environment is professional and fast-paced, centered around high-volume phone outreach to impound and tow facilities and regular communication with clients and internal teams. Standard office technologies, including Microsoft Office and internal platforms, are used daily. The company is experiencing growth due to a major new customer, creating opportunities for advancement and potential pay increases once you transition to permanent status. The culture supports learning, hybrid flexibility based on performance, and career progression for individuals who take initiative and excel in their responsibilities.Job Type & LocationThis is a Contract to Hire position based out of Indianapolis, IN.Pay and BenefitsThe pay range for this position is $20.00 - $21.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.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 Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)Application DeadlineThis position is anticipated to close on Oct 26, 2026.Workplace TypeThis is a hybrid position in Indianapolis, IN.