Impound Repossession Job Aid

Introduction  Navigate to Comments

The following document provides Servicing personnel with the reinstatement  Filter with NOI
procedure for impound repossessions.  Review the Expiration date and Reinstatement Amount

Impound Repossession
When a vehicle has been moved or “repossessed” from the impound facility and
is now in the possession of the Company, this is called an Impound
Repossession.  Advise amount for reinstatement.
 The customer should be made aware that this is only a quote
and that other fees may be assessed after reinstatement (i.e.
storage fees)

If no NOI has generated or the NOI has expired, gather the following to quote:
Reinstatement Procedure  Past Due Payments

Step 1: Check for a 30-Day Police Hold  Late Charges

A 30-day police hold may be placed on vehicles impounded by a law enforcement
agency in CA or AZ.
 A reinstatement may not be requested until the police hold is
released or expires.
 The agent must communicate to the customer any holds that would
prevent the vehicle from being released.
Please refer to the Impounds Job Aid – Servicing Procedure for early release.
 NSF Fees
 Repossession Expenses (total from Repo Invoices)
 Only quote current expenses; exclude previous repossession
fees, if any
 Make customer aware this is only a quote and that other fees
may be assessed after reinstatement (i.e. storage fees)

Step 2: Quoting Amount to Reinstate

Note: Fees should not be quoted if the account is not conditioned with Impound
Repossession.
Check if the NOI letter has been generated:
 Account will be conditioned REPO INV NOI SENT
Note: If the customer is unable to pay all fees due to hardship, a request
for assistance can be submitted to your direct supervisor via email
requesting the repo fees (up to $500) to be paid at maturity. Ask the
customer to pay the difference and to contact us back the next business
day for approval status.

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Created by Corporate Training & Development for internal use only v.2.7.2020
 Impound Repossession Job Aid
Step 3: Customer Payment
 Advise the customer to make the payment at MoneyGram
Ask the customer to contact us back with the reference number
 Advise customer release will take 1-3 business days from time
payment is received
 Create an acceptable PTP based on guidelines
 Place the appropriate hold and email Supervisors the account is on hold
Repo Lot Hold
Auction Lot Hold
Step 4: Comments
 Add clear and concise notes of the call
 Include a breakdown of amounts customer was advised to pay
 If applicable, include assistance request
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Step 5: Release Request
A valid U.S. driver license is required for pick up.
If the customer does not have a valid driver license, then the driver’s license of
another person (3rd party DL) picking up the vehicle may be used. Inform the
customer to send the following:
 Signed letter of authorization that includes date, account number, first
and last name of 3rd party.
 Copy of 3rd party’s driver license
Once the funds have been confirmed, request the release to all Department
Supervisors who will condition the account with Inv Release Request (IRQ).
Remind the customer release may take 1-3 business days.
Step 6: Check for Release Authorization
 First, verify the account is conditioned with Repo Inv Pend Release
Confirmation
 Then, provide the repo/auction lot phone number
Note: Do not release repo/auction address.
1. Repo tab --- (REPO) REPOSSESSION --- REPO AGENT
2. Filter Comments with repo agent name
Please refer to the Reinstatement Procedure for further details.
Created by Corporate Training & Development for internal use only v.2.7.2020