Claims Representative, Consumer

Cornerstone Building Brands; North Carolina; Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, dental and vision benefits at

PTO and paid holidays

Job summary

Cornerstone Building Brands is seeking a Claims Representative to manage warranty claims from intake through final resolution with a focus on customer experience. The role is hybrid, based out of Welcome, NC, requiring two in-office days per week.

The position emphasizes analytical work, documentation in Dynamics 365, and collaboration with technicians and vendors to resolve claims efficiently while maintaining quality.

Qualifications

• Education: High School Diploma or equivalent; Bachelor’s degree preferred.
• Experience: Professional experience in a claims or service role considered in lieu of education.
• Experience with CRM systems is desired.

Responsibilities

• Receive, review, and validate incoming warranty claims to determine accuracy and required information.
• Initiate clarification calls to customers to complete claim details.
• Maintain accurate claim documentation and communication updates within Dynamics 365 CRM.
• Create detailed work orders for 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.
• Administer service reimbursements and prepare settlement letters when applicable.
• Conduct root cause analysis and support corrective actions and process improvements.
• Prepare clear communications and updates for management regarding claim trends and opportunities.
• Ensure documentation and reporting for claims, resolutions, and settlement activities are accurate and complete.

Skills

Strong analytical skills

Customer-centric communication

Conflict management

Attention to detail

Independent worker

Curiosity & initiative

Education

High School Diploma or equivalent

Bachelor’s degree preferred

Tools

Dynamics 365 CRM

Microsoft Excel

Microsoft Word

PowerPoint

Order/Quoting systems (AccuQuote)

Job description

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.

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

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.
• 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.

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.
• High curiosity, initiative, and willingness to grow in an evolving environment.

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.

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 welive, 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 herealong with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action planfor protected veterans or individuals with disabilities or policy statement, 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 received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.