Claims Lead, Consumer

Job description

ABOUT THE ROLE The Claims Lead is responsible for overseeing warranty claim operations in our Windows and Doors division, while supporting both the Claims team and leadership to achieve departmental goals. This role combines direct claim management responsibilities with leadership support — providing training, guidance, and escalation management to ensure timely, accurate, and customer-focused claim resolutions. The Claims Lead serves as a trusted resource for both internal teams and customers, representing Service Solutions in driving quality, process consistency, and service excellence. This is a hybrid role based out of our Londonderry, NH plant requiring 2 days in the office per week. WHAT YOU’LL DO Team Leadership & Support Perform all duties of a Claims Representative, serving as a technical and process expert for the team. Lead and mentor team members to achieve quality, productivity, and service targets. Support the Supervisor and Manager in monitoring workloads, identifying process gaps, and driving continuous improvement initiatives. Provide direction and training on complex or high-value claims, ensuring compliance with company policies and standards. Customer Experience & Escalation Management Manage escalated product standards or compliance discussions with customers, maintaining professionalism and alignment with company policies. Oversee resolution of customer disputes, mitigating dissatisfaction through effective communication and solutions. Prepare and issue settlement letters and service reimbursements where applicable. Process & Quality Oversight Review, analyze, and approve complex claims to ensure accuracy and consistency. Lead discussions with plant personnel regarding quality deficiencies through VOC (Voice of Customer) submissions. Conduct research to identify root causes, collaborating with plant, sales, and service teams on long-term corrective actions. Represent the Claims team as a project contributor on initiatives that impact quality or customer satisfaction. Communication & Reporting Prepare clear and concise communications, reports, and updates for management and cross-functional partners. Ensure documentation of claims, settlements, and quality findings is complete and accurate. Provide feedback and insights to leadership regarding recurring issues, trends, and process improvements. Travel : Occasional travel may be required for training, team meetings, or project participation. In-depth knowledge of warranty claim processes, coverage policies, and documentation standards. Ability to read, analyze, and interpret product specifications, drawings, and order confirmations. Strong analytical and problem-solving skills with the ability to identify root causes and recommend solutions. Excellent verbal and written communication skills with a customer-focused mindset. Proven ability to manage escalations and maintain professionalism under pressure. Proficiency in Microsoft Excel, Word, and PowerPoint; experience with CRM and ordering/quoting systems (AccuQuote preferred). Ability to self-direct, manage multiple priorities, and work independently while supporting overall team goals. Strong attention to detail and commitment to quality in a fast-paced environment. Curiosity and drive for continuous improvement and learning. WHAT YOU’LL NEED Education: Bachelor’s degree in business or a related field preferred; equivalent experience in a claims or service role, preferably within the building materials industry. Experience/Technical Skills: Experience in ordering/quoting systems is desired (AccuQuote preferred). Ability to interpret warranty coverage, analyze data, and support process improvement initiatives. Familiarity with CRM tools and service management systems. All your information will be kept confidential according to EEO guidelines. 2-3 days in the office per week, with some flexibility if needed. We are targeting an hourly rate of $25/26 dollars an hour Why work for Cornerstone Building Brands? Our teams are at the heart of our purpose to positively contribute to the communities where we live, 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 here along with This Organizations Participation in E-Verify Poster here . If you'd like to view a copy of the company's affirmative action plan for protected veterans or individuals with disabilities or policy statement, please contact Human Resources at 281-897-7788 or . If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at 281-897-7788 or . 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. Note to External Recruiters Cornerstone Building Brands does not accept unsolicited resumes and will not pay fees for any candidate submissions that were not expressly authorized. Notice of Recruitment Fraud We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process. Cornerstone Building Brands, headquartered in Cary, North Carolina, is the largest manufacturer of external building products in North America with over $6 billion in annual revenue and an expansive North American footprint that includes almost 20,000 employees, operating in +70 manufacturing facilities, supported by a network of +80 distribution and branch office facilities. We have a broad product offering with a well-regarded brand portfolio including the #1 position in windows, vinyl siding, metal accessories, metal roofing and wall systems, and insulated metal panels. We believe every building we create, and every part of that building, positively contributes to communities where people live, work and play.