Claims Representative, Consumer

Cornerstone Building Brands; United States; Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

PTO and paid holidays

401k

Tuition reimbursement

Training and professional development

Job summary

Cornerstone Building Brands is seeking a Claims Representative to manage warranty claims from intake to resolution, delivering a premier customer experience in a remote role. You will validate claims, request clarifications, and document progress in Dynamics 365 CRM, while coordinating with technicians and vendors to balance cost and quality.

The role requires strong analytical and communication skills, proficiency in Excel/CRM tools, and the ability to work independently in a fast-paced

Qualifications

• Education: High School Diploma or equivalent; professional claims/service experience considered in lieu of education.
• Experience/technical: Ordering/quoting systems desired (AccuQuote preferred).
• Experience with CRM systems desired.

Responsibilities

• Manage warranty claims from intake through final resolution with focus on accuracy and customer satisfaction.
• Create detailed work orders for Cornerstone Building Brands technicians and third-party vendors.
• Maintain claim documentation in Dynamics 365 CRM and provide timely updates.
• Analyze root causes and collaborate with teams to drive corrective actions and quality improvements.
• Communicate clearly with customers and management; prepare settlement letters when applicable.

Skills

Claims interpretation

Analytical skills

Customer communication

Problem solving

Independent work

Education

High School Diploma or equivalent

Tools

CRM systems

AccuQuote

Excel

Word

PowerPoint

Job description

Remote

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;. 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.

Additional Information

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.