Claims Representative, Consumer

ABOUT THE ROLE
The Claims Representative is responsible for managing warranty claims for our consumers department. Performing the initial intake case 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.
WHAT YOU’LL DO
Claim Intake & Validation
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.
Claim Management & Resolution
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.
Quality Review & Root Cause Analysis
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.
Answer incoming calls to provide customers with superior customer service.
Communication & Reporting
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
WHAT YOU’LL NEED
Education: 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/Technical Skills:
Experience in Ordering/Quoting systems is desired (AccuQuote preferred).
Experience with CRM systems is desired.
SKILLS & QUALIFICATIONS
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.

Employment type
Full-time

Work arrangement
Hybrid