Claims Representative, Consumer

This is a hybrid role based out of our Welcome, NC plant requiring 2 days (Tuesday and Wednesday) in the office per week.

About the role

The Claims Representative is responsible for managing warranty claims from initial intake through final resolution while delivering a premier customer experience. This role requires strong analytical skills, clear communication, and the ability to balance accuracy, cost efficiency, and customer satisfaction. The Claims Representative serves as a key partner to customers, internal teams, and service providers, ensuring claims are processed effectively, documented thoroughly, and resolved in alignment with company standards.

Responsibilities

• Receive, review, and validate incoming warranty claims to determine accuracy and required information.
• Initiate clarification calls to customers as needed to complete claim details.
• Maintain accurate claim documentation and communication updates within Dynamics 365 CRM.
• Create detailed work orders for Cornerstone Building Brands (CBB) Technicians and third-party vendors, optimizing cost, efficiency, and service quality.
• Monitor claim progress and ensure timely, cost-effective resolutions that enhance customer satisfaction.
• Host product standards and compliance discussions with customers, helping address concerns professionally and clearly.
• Administer service reimbursements and prepare settlement letters when applicable.
• Conduct research to identify root causes of product or service issues.
• Collaborate with plant personnel, sales teams, and other departments to support long-term corrective actions and process improvements.
• Participate in discussions and initiatives aimed at reducing recurring issues and improving overall product and service quality.
• Prepare clear communications and updates for management regarding claim trends, issues, and opportunities.
• Ensure documentation and reporting for claims, resolutions, and settlement activities are accurate and complete.
• Perform additional duties as assigned to support departmental needs.

Requirements

• Strong ability to interpret customer claims and apply relevant warranty coverage.
• Ability to read and interpret product specifications, drawings, and order confirmations.
• Exceptional analytical and problem-solving skills with the ability to identify root causes and recommend solutions.
• Strong verbal and written communication skills with a customer-centric approach.
• Ability to manage difficult discussions and mitigate customer dissatisfaction effectively.
• Proficiency in Microsoft Excel, Word, and PowerPoint, with the ability to learn new systems quickly.
• Strong attention to detail and accuracy in a fast-paced environment.
• Ability to work independently while supporting team and departmental goals.
• High curiosity, initiative, and willingness to grow in an evolving environment.

Qualifications

• High School Diploma or equivalent required; Bachelor’s degree preferred.
• Professional experience in a claims or service role, preferably within the building materials industry, will be considered in lieu of education.
• Experience in Ordering/Quoting systems is desired (AccuQuote preferred).
• Experience with CRM systems is desired.

Benefits

Full-time team members (regularly working 30+ hours per week) receive:

• Medical, dental, and vision benefits starting day 1.
• Paid time off (PTO) and paid holidays.
• Flexible Spending Account (FSA).
• Life insurance, Long-Term Disability (LTD), and Short-Term Disability (STD).
• 401k retirement plan.
• Employee Assistance Program (EAP).
• Discount programs.
• Tuition reimbursement.
• Training and professional development opportunities.

*Union programs may vary depending on the collective bargaining agreement.