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 high-quality customer experience. The role balances accuracy, cost efficiency, and customer satisfaction, and partners with customers, internal teams, and service providers to process and document claims in accordance with company standards. Responsibilities include validating claims, gathering missing information, maintaining records in Dynamics 365 CRM, coordinating work orders and vendors, monitoring claim progress, administering reimbursements, and preparing settlement letters. The representative also investigates root causes, supports corrective actions and process improvements, communicates claim trends to management, and responds to customer calls.

Requirements

High school diploma or equivalent required; professional experience in a claims or service role, preferably in the building materials industry, may be considered in lieu of education.
Strong 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 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.
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.
Must be at least 18 years of age.

Nice To Haves

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

Responsibilities

Receive, review, and validate incoming warranty claims for accuracy and required information.
Call customers to clarify information needed to complete claim details.
Maintain accurate claim documentation and communication updates in Dynamics 365 CRM.
Create detailed work orders for Cornerstone Building Brands technicians and third-party vendors, balancing cost, efficiency, and service quality.
Monitor claim progress and ensure timely, cost-effective resolutions that support customer satisfaction.
Discuss product standards and compliance with customers, addressing concerns professionally and clearly.
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 claim trend, issue, and opportunity updates for management.
Ensure documentation and reporting for claims, resolutions, and settlements are accurate and complete.
Perform additional duties as assigned to support departmental needs.