Claims Lead, Consumer

ABOUT THE ROLE

The Claims Lead is responsible for overseeing warranty claim operations 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.