Impound Specialist I

Job Summary

Responsible for monitoring, reviewing, and processing standard vehicle impound accounts in accordance with company policies, regulations, and established timeliness standards. Performs impound functions including account reviews, recovery justification calculations, and processing accounts into and out of impound status. Communicate with customers, recovery agents, impound facilities, and police departments to support routine impound activity.

Job Duties

• Review and update assigned impound accounts to ensure compliance with company policies and applicable state or local regulations.
• Process end-to-end impounds functions (intake, review, closure) within established SLAs and quality standards.
• Service inbound and outbound impound calls and correspondence within established call-handling requirements.
• Communicate with customers, recovery agents, impound facilities, and police departments to obtain and provide required information.
• Maintain accurate documentation of all impound-related transactions and account activity for audit and reference.
• Assist other departments and impound vendors with routine requests and information needs.
• Escalate disputes, complex issues, or non-standard scenarios to senior specialists or leadership.
• Regular attendance and punctuality during scheduled work hours are essential functions of this position. The position requires the employee to report as scheduled and on time and to be present during the hours necessary to perform the position’s essential duties and meet operational requirements.

Education and Work Experience

• High school diploma or equivalent.
• One (1) year of experience in a servicing center environment.
• Strong attention to detail, organizational skills, and ability to maintain accurate records
• Effective verbal and written communication skills.
• Impound process experience preferred; general knowledge of collections policies and FDCPA.
• Working knowledge of Microsoft Office Suite
• Ability to manage multiple tasks in a fast-paced environment and maintain confidentiality.

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