Claims Representative, Consumer

Cornerstonebuildingbrandscareers; Londonderry (NH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Healthcare from day 1 benefits

Paid time off

401(k)

Tuition reimbursement

Job summary

Cornerstone Building Brands is seeking a Claims Representative to manage warranty claims from intake through final resolution, delivering a premier customer experience.

The role requires strong analytical and communication skills and proficiency with CRM systems like Dynamics 365. You will coordinate with technicians and third-party vendors to ensure timely, cost-effective resolutions while maintaining high service standards.

Qualifications

• Interpreting warranty claims and applying relevant coverage.
• Reading product specifications, drawings, and order confirmations.
• Excellent analytical and problem-solving skills with the ability to identify root causes.

Responsibilities

• Handle claim intake and validation from start to finish.
• Create work orders for technicians and vendors to optimize cost and service quality.
• Monitor progress and resolve claims cost-effectively while maintaining customer satisfaction.
• Communicate clearly with customers and internal teams; document all activities.

Skills

Analytical thinking

Customer service

Communication skills

Microsoft Excel

Dynamics 365

Education

High school diploma

Bachelor's degree preferred

Tools

Dynamics 365 CRM

AccuQuote

Job description

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.

All your information will be kept confidential according to EEO guidelines.

Why work for Cornerstone Building Brands?

Our teams are at the heart of our purpose to positively contribute to the communities where we live, work and play . Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development.

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

Cornerstone Building Brands is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. You can find the Equal Employment Opportunity Poster here . You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here . If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or [e-mail]. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or [e-mail]. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails