Claims Representative, Consumer

Cornerstone Building Brands•Sauk Rapids, MN

About The Position

The Claims Representative manages warranty claims for the consumer department, from initial intake through final resolution, while delivering a premier customer experience. The role requires analytical skills, clear communication, and the ability to balance accuracy, cost efficiency, and customer satisfaction. The representative partners with customers, internal teams, and service providers to process claims effectively, document them thoroughly, and resolve them in line with company standards. The role includes validating incoming claims, collecting missing information, documenting updates in Dynamics 365 CRM, coordinating work orders with technicians and third-party vendors, monitoring claims through resolution, and administering reimbursements or settlement letters when applicable. It also involves researching root causes, collaborating on corrective actions and process improvements, responding to customer calls, and reporting claim trends and issues to management.

Requirements

High school diploma or equivalent required; professional experience in a claims or service role may be considered in lieu of education.
Ability to interpret customer claims and apply relevant warranty coverage.
Ability to read and interpret product specifications, drawings, and order confirmations.
Strong analytical and problem-solving skills, including identifying root causes and recommending solutions.
Strong verbal and written communication skills and a customer-centric approach.
Ability to manage difficult discussions and effectively mitigate customer dissatisfaction.
Proficiency in Microsoft Excel, Word, and PowerPoint, and 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.

Nice To Haves

Bachelor’s degree.
Professional experience in claims or service, preferably in the building materials industry.
Experience with ordering or quoting systems; AccuQuote is preferred.
Experience with CRM systems.

Responsibilities

Receive, review, and validate warranty claims for accuracy and completeness.
Contact customers to clarify claim details and gather required information.
Maintain accurate claim documentation and communication updates in Dynamics 365 CRM.
Create detailed work orders for company technicians and third-party vendors, considering cost, efficiency, and service quality.
Monitor claim progress and support timely, cost-effective resolutions that enhance customer satisfaction.
Discuss product standards and compliance with customers and address concerns professionally.
Administer service reimbursements and prepare settlement letters when applicable.
Research product or service issues to identify root causes.
Collaborate with plant personnel, sales teams, and other departments on corrective actions and process improvements.
Participate in initiatives to reduce recurring issues and improve product and service quality.
Answer incoming calls and provide customer service.
Prepare management updates on claim trends, issues, and opportunities.
Ensure claims, resolutions, and settlement activities are accurately and completely documented and reported.
Perform additional duties as assigned to support departmental needs.

Benefits

Medical, dental, and vision benefits starting on day one for full-time team members.
Paid time off (PTO).
Paid holidays.
Flexible spending account (FSA).
Life insurance.
Long-term disability (LTD) and short-term disability (STD).
401(k).
Employee assistance program (EAP).
Discount programs.
Tuition reimbursement.
Training and professional development.