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About the Role

The Total Loss Adjuster is responsible for managing auto total loss claims from assignment through settlement, requiring expertise in vehicle valuation, title and salvage processes, coverage analysis, customer communication, and claim resolution. The adjuster works directly with insureds, claimants, lienholders, vendors, and internal business partners to ensure accurate and timely handling of total loss claims while delivering an exceptional customer experience.

Responsibilities

Manage a caseload of auto physical damage total loss claims from assignment through resolution.
Investigate and determine coverage, evaluate damages, and identify total loss exposures in accordance with policy provisions and state regulations.
Review and analyze valuation reports to ensure accuracy and support fair claim settlements.
Negotiate and settle total loss claims within established authority limits.
Coordinate vehicle ownership transfers, title processing, salvage disposition, and lienholder settlements.
Communicate effectively with customers, claimants, repair facilities, salvage vendors, rental partners, and other stakeholders throughout the claim lifecycle.
Explain total loss valuations, settlement options, and claim decisions with empathy and professionalism.
Establish and maintain accurate reserves throughout the life of the claim.
Authorize payments and settlements within assigned authority levels.
Ensure compliance with state-specific title, salvage, and total loss regulations.
Identify and refer suspicious claims to the Special Investigation Unit (SIU) when appropriate.
Recognize and pursue subrogation opportunities and support recovery efforts.
Maintain accurate, detailed, and compliant claim documentation.
Utilize Guidewire and other claims technologies to efficiently manage workflows and claim activities.
Collaborate with underwriting, legal, vendors, and business partners to resolve complex claim issues.
Deliver exceptional customer service while maintaining productivity, quality, and compliance standards.
Participate in team discussions, training initiatives, and continuous improvement efforts.
Mentor less experienced adjusters and share best practices related to total loss handling.
Maintain applicable adjuster licenses and complete continuing education requirements.

Requirements

Associate degree required; bachelor's degree preferred or combination of education and experience.
Typically has 2-4 years of relevant 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 / Farmington Hills, MI

Work Type

Full-time
Exempt
Hybrid

Experience Level

2-4 years of relevant claim-handling experience

Education Level

Associate degree required
Bachelor's degree preferred

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.