Warranty Claims Lead

As a Warranty Claims Lead at Cornerstone Building Brands, you will be responsible for managing the entire warranty claims process, including communicating with customers, homeowners, and contractors to resolve warranty issues, maintaining accurate records in the CRM, scheduling specialist activities, and ensuring the best solutions are implemented to enhance customer satisfaction.

Candidates for the Warranty Claims Lead position at Cornerstone Building Brands should possess a four-year degree in a business-related field or equivalent experience in a service role within manufacturing. Experience with Manufacturing Information Systems and CRM systems is also desired to effectively handle the demands of the job.

Cornerstone Building Brands provides extensive support for Warranty Claims Leads through training programs, collaboration with other departments, and access to resources that facilitate real-time problem-solving, ensuring you're equipped to deliver exceptional service to customers.

As a Warranty Claims Lead at Cornerstone Building Brands, you will enjoy a comprehensive benefits package including medical, dental, and vision coverage beginning on your first day, paid time off, retirement plan options, tuition reimbursement, and access to employee resource groups promoting diversity and inclusion.

The Warranty Claims Lead at Cornerstone Building Brands significantly enhances customer satisfaction by effectively managing claims, resolving issues promptly, and leading discussions to implement long-term solutions that drive down lead times and improve overall service quality.

When answering this question, be sure to highlight your relevant experience in processing claims, how you've streamlined procedures, and any software or systems you've used, such as CRM tools, to manage and track claims effectively.

A good response would include discussing your methods for evaluating urgency and complexity, such as using a triage system, and your approach to maintaining open communication with customers for any urgent matters.

For this question, recount a specific incident where you successfully navigated a complicated claim. Focus on your problem-solving abilities, the steps you took, and the outcome that led to customer satisfaction.

Discuss best practices such as regular updates, validation of information, and how you ensure data accuracy and integrity while highlighting your familiarity with CRM systems relevant to warranty claims management.

Show your conflict-resolution skills by emphasizing the importance of communication and collaboration, indicating your readiness to listen and negotiate while remaining focused on achieving a solution that benefits the customer.

Speak about how you would collect data on claim performance, analyze trends, and use insights to participate in discussions that lead to process improvements, sharing any relevant tools or metrics you might use.

Highlight your interpersonal skills and strategies for establishing trust over phone calls and emails, as well as your commitment to providing a supportive and empathetic experience.

Demonstrate your knowledge by discussing relevant regulations or standards and how you ensure compliance while managing warranty claims to protect both the company and consumer rights.

Be specific about the CRM systems, Manufacturing Information Systems, or other tracking tools you’ve used. Tie this into how they have helped you streamline the claims process, ensuring better customer outcomes.

Provide examples of how you've collaborated with departments such as Operations, Quality, or IT on warranty issues, emphasizing the importance of teamwork and communication in achieving effective resolutions.