Bilingual Claims Representative, Consumer

Cornerstone Building Brands•Welcome, NC

1d•Hybrid

About The Position

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

Requirements

High School Diploma or equivalent required
Strong verbal and written communication skills in English and Spanish, with a customer-centric approach.
Proficiency in Microsoft Excel, Word, and PowerPoint, with the ability to learn new systems quickly.
Ability to work independently while supporting team and departmental goals.

Nice To Haves

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.

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.