Claims Lead, Consumer

About the role

The Claims Lead is responsible for overseeing warranty claim operations in our Windows and Doors division, while supporting both the Claims team and leadership to achieve departmental goals.

Responsibilities

• Team Leadership & Support:
  • Perform all duties of a Claims Representative, serving as a technical and process expert for the team.
  • Lead and mentor team members to achieve quality, productivity, and service targets.
  • Support the Supervisor and Manager in monitoring workloads, identifying process gaps, and driving continuous improvement initiatives.
  • Provide direction and training on complex or high-value claims, ensuring compliance with company policies and standards.
• Customer Experience & Escalation Management:
  • Manage escalated product standards or compliance discussions with customers, maintaining professionalism and alignment with company policies.
  • Oversee resolution of customer disputes, mitigating dissatisfaction through effective communication and solutions.
  • Prepare and issue settlement letters and service reimbursements where applicable.
• Process & Quality Oversight:
  • Review, analyze, and approve complex claims to ensure accuracy and consistency.
  • Lead discussions with plant personnel regarding quality deficiencies through VOC (Voice of Customer) submissions.
  • Conduct research to identify root causes, collaborating with plant, sales, and service teams on long-term corrective actions.
  • Represent the Claims team as a project contributor on initiatives that impact quality or customer satisfaction.
• Communication & Reporting:
  • Prepare clear and concise communications, reports, and updates for management and cross-functional partners.
  • Ensure documentation of claims, settlements, and quality findings is complete and accurate.
  • Provide feedback and insights to leadership regarding recurring issues, trends, and process improvements.

Qualifications

• In-depth knowledge of warranty claim processes, coverage policies, and documentation standards.
• Ability to read, analyze, and interpret product specifications, drawings, and order confirmations.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend solutions.
• Excellent verbal and written communication skills with a customer-focused mindset.
• Proven ability to manage escalations and maintain professionalism under pressure.
• Proficiency in Microsoft Excel, Word, and PowerPoint; experience with CRM and ordering/quoting systems (AccuQuote preferred).
• Ability to self-direct, manage multiple priorities, and work independently while supporting overall team goals.
• Strong attention to detail and commitment to quality in a fast-paced environment.
• Curiosity and drive for continuous improvement and learning.