Claims Lead, Consumer

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. Qualifications 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. Additional Information 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. California Consumer Privacy Act (CCPA) of 2018 Must be at least 18 years of age to apply. #J-18808-Ljbffr Cornerstone Building Brands