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About the Role

The Adjuster Service Claims is responsible for managing a caseload of moderately complex claims from initiation to resolution. This includes determining coverage, conducting thorough investigations, evaluating damages, and negotiating settlements in accordance with policy terms, best practices, and jurisdictional requirements. The role involves direct communication with insureds and third parties, as well as accurate input and management of claim data.

Responsibilities

Manage a caseload of moderately complex service claims from intake through resolution.
Conduct thorough investigations, assess liability, and evaluate damages using established procedures.
Engage underwriting, legal, and stakeholders for comprehensive investigation and evaluation.
Identify and refer suspicious claims to the Special Investigation Unit.
Transfer risk to appropriate parties.
Maintain appropriate adjuster licenses and continuing education credits.
Handle claims within specific limits and authority; use discretion and independent judgment.
Set reserves and authorize payments within scope of authority.
Review and validate intake claims; conduct investigations and document findings.
Coordinate with stakeholders to resolve issues; adhere to claims processing procedures.
Utilize technology and data tools to enhance claims processing efficiency and accuracy.
Resolve claims with empathy and customer-centricity; prepare documentation and evidence.
Maintain detailed and compliant documentation of claim activities and communications.
May represent the company in mediations, arbitrations, and trials.
Participate in problem-solving discussions, and cross-functional coordination.
Handle sensitive communications professionally and translate complex information for diverse audiences.
Mentor entry-level adjusters and share best practices learned through training and experience.
Provide exceptional customer service; educate policyholders and ensure satisfaction.
Ensures Compliance with all licensing requirements.
Identify and assign subrogation potential appropriately; set up files to support successful recovery efforts.

Requirements

Associate degree required; bachelor's degree preferred or combination of education and experience.
Typically has 3-4 years of relevant Auto claim-handling experience.
Guidewire experience is a plus.
Proficient with basic computer navigation; ability to use basic software. systems/applications (Suite of MS Office Products) and use of the internet.
Knowledge of insurance products, processes, and relevant laws.
Learn and handle negotiations independently within authority, understand common tactics for moderately complex claim resolution.
Communicate clearly and empathetically across various channels.
Operate with decision-making latitude; adapt to changing situations.
Deliver difficult messages with clarity and professionalism.
Collaborate with team members and maintain constructive relationships.
Manage multiple tasks and deadlines with strong organizational skills.
Negotiate claims independently within authority limits.
Understand insurance principles, policies, procedures, and terminology.
Possess investigative skills and follow procedures and guidelines.

Skills

Analytical Reasoning
Customer Centricity
Digital Fluency
Persuasion and Influence
Professional Insurance Acumen
Planning and Execution

Location

Worcester, MA
Richmond, VA
Syracuse, NY
Itasca, IL
Howell, MI

Work Type

Full-time
Hybrid

Experience Level

3-4 years of relevant Auto claim-handling experience

Education Level

Associate degree
Bachelor's degree

Salary/Compensations

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.

Benefits

Medical, dental, vision, life, and disability insurance
401K with a company match
Tuition reimbursement
PTO
Company paid holidays
Flexible work arrangements
Cultural Awareness Day in support of IDE
On-site medical/wellness center (Worcester only)

About the Company

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most.
We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

Equal Opportunity

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:HRServices@hanover.com and include the link of the job posting in which you are interested.