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Cornerstone Building Brands · 2 days ago

Claims Lead, Consumer

Welcome, NC

Full-time

Hybrid

Senior Level

Cornerstone Building Brands, headquartered in Cary, North Carolina, is the largest manufacturer of external building products in North America. The Claims Lead is responsible for overseeing warranty claim operations, providing leadership support, and ensuring timely, customer-focused claim resolutions.

Building MaterialManufacturingReal Estate

Responsibilities

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

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

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

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

Occasional travel may be required for training, team meetings, or project participation

Qualification

Warranty claim processesAnalytical skillsMicrosoft ExcelCRM toolsAccuQuoteContinuous improvementCommunication skillsProblem-solving skillsAttention to detail

Required

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

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

Preferred

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 in ordering/quoting systems is desired (AccuQuote preferred)

Benefits

Medical, dental and vision benefits starting day 1

PTO

Paid holidays

FSA

Life insurance

LTD

STD

401k

EAP

Discount programs

Tuition reimbursement

Training

Professional development

Company

Cornerstone Building Brands

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Cornerstone Building Brands provide complete building solutions for the residential and commercial markets. It is a sub-organization of Fortify Building Solutions.

Founded in 2018