The Claims Representative is responsible for managing warranty claims from initial intake through final resolution while delivering a premier customer experience. This role requires strong analytical skills, clear communication, and the ability to balance accuracy, cost efficiency, and customer satisfaction. The Claims Representative serves as a key partner to customers, internal teams, and service providers, ensuring claims are processed effectively, documented thoroughly, and resolved in alignment with company standards.
Primary Responsibilities:
- Claim Intake & Validation
- Receive, review, and validate incoming warranty claims to determine accuracy and required information.
- Initiate clarification calls to customers as needed to complete claim details.
- Maintain accurate claim documentation and communication updates within Dynamics 365 CRM.
- Claim Management & Resolution
- Create detailed work orders for Cornerstone Building Brands (CBB) Technicians and third-party vendors, optimizing cost, efficiency, and service quality.
- Monitor claim progress and ensure timely, cost-effective resolutions that enhance customer satisfaction.
- Host product standards and compliance discussions with customers, helping address concerns professionally and clearly.
- Administer service reimbursements and prepare settlement letters when applicable.
- Quality Review & Root Cause Analysis
- Conduct research to identify root causes of product or service issues.
- Collaborate with plant personnel, sales teams, and other departments to support long-term corrective actions and process improvements.
- Participate in discussions and initiatives aimed at reducing recurring issues and improving overall product and service quality.
- Communication & Reporting
- Prepare clear communications and updates for management regarding claim trends, issues, and opportunities.
- Ensure documentation and reporting for claims, resolutions, and settlement activities are accurate and complete.
- Perform additional duties as assigned to support departmental needs.