[Hiring] Senior Consultant Specialized Claims @The Hanover Insurance Group

Role Description

The Sr Consultant Specialized Claims is a senior claims expert responsible for managing the most complex and high-exposure specialized claims across the country, particularly in the areas of Directors & Officers Liability, Employment Practices Liability, Fiduciary Liability, and Financial Institutions Liability. This role provides strategic oversight, expert guidance, and technical consultation, often involving field investigations and collaboration with internal and external stakeholders.

In addition to direct claim handling, the Consultant supports policy development, reviews settlements from other adjusters, and implements direction from Claims Handling leadership. The position offers opportunities to deepen expertise in specialized lines of business and contribute meaningfully to claim outcomes through strategic decision-making and expert consultation.

Responsibilities/Essential Functions

• Independently manage the company’s most complex, high-severity claims with significant financial exposure, including sensitive investigations and litigated matters.
• Collaborate with legal counsel and internal stakeholders to resolve high-profile cases and shape claims strategy.
• Retain, manage, and direct counsel; develop litigation strategies including discovery, trial, and resolution planning.
• Represent the company at trials, mediations, settlement conferences, and arbitrations.
• Maximize litigation outcomes through strategic oversight and documentation.
• Analyze root causes and develop solutions for complex claims; lead resolution strategies and negotiation protocols.
• Serve as a subject matter expert (SME), supporting departmental initiatives, projects, and policy development.
• Draft and issue reservation of rights and coverage letters, including manuscript and ISO/non-ISO forms.
• Interpret and apply commercial coverages and legal principles; oversee advanced risk assessments.
• Set reserves and authorize payments at the highest authority level; demonstrate expert-level financial acumen.
• Operate with broad discretion and autonomy in determining objectives, methods, and outcomes.
• Direct litigation strategy, manage counsel budgets, and ensure alignment with company performance goals.
• Lead quality and process improvement initiatives for complex claims handling.
• Utilize advanced tools and analytics to identify trends, correct data inconsistencies, and optimize claim outcomes.
• Oversee and lead negotiations for high-stakes claims; develop companywide negotiation strategies.
• Make decisions with short- and long-term business impact; contribute to strategic planning and execution.
• Conduct regular file reviews and ensure compliance with regulatory and internal standards.
• Maintain and update record-keeping policies as technologies evolve; ensure proper data ingestion and labeling.
• Protect PII and promote best practices across the organization; mentor others on compliance standards.
• Coordinate with underwriting, product, legal, and external partners to ensure thorough claim evaluation.
• Drive interdepartmental collaboration to resolve high-impact cases and improve outcomes.
• Lead communication strategies for escalated claims; serve as primary contact for high-profile matters.
• Build formal networks with key decision-makers; align communication with organizational goals.
• Provide strategic guidance on negotiation, conflict resolution, and communication for all adjuster levels.
• Attend industry events and contribute to thought leadership through white papers or special projects.
• Provide technical guidance and training; collaborate with learning teams to develop advanced curricula.
• Evaluate training effectiveness and recommend improvements; mentor junior adjusters.
• Maintain current knowledge of industry trends, technologies, and regulatory changes.
• Approve settlements and reserves beyond the authority of other adjusters; oversee technical work as needed.
• Collaborate with product management to improve line-of-business loss results and coverage offerings.
• Maintain appropriate state adjuster licenses and complete required continuing education to stay current with regulatory and industry standards.

Qualifications

• Typically requires 12+ years of management liability or complex claims experience.
• Bachelor’s degree or equivalent experience required; JD and/or industry designations preferred.
• Expert-level knowledge of applicable statutes, regulations, and case law for high-complexity claims with significant financial risk.
• Advanced technical expertise in specific lines of business or industry segments.
• Recognized authority in negotiation and claims resolution; able to shape best practices and resolve the most complex claims.
• Demonstrated ability to interpret and execute policies and strategies from senior leadership.
• Strong written and verbal communication skills; able to handle sensitive issues and tailor messaging to diverse audiences.
• Skilled in empathetic communication and selecting appropriate channels for stakeholder engagement.
• Drafts clear, factual, and objective work product without personal opinion.
• Proven ability to mentor and coach staff; regularly supports skill development and compliance understanding.
• Capable of managing small projects and contributing to departmental initiatives.
• Makes informed, confident decisions independently; understands financial and strategic implications.
• Exercises sound judgment and strategic insight in evaluating complex issues and outcomes.
• Highly organized with strong time management skills; able to execute complex workflows and support others in developing these skills.
• Demonstrates adaptability in changing environments and evolving priorities.
• Cultivates collaboration and teamwork across departments and levels.
• Recognized authority in regulatory matters; expert in managing legal and reputational risks.
• Develops and implements empathetic customer service strategies; known for delivering exceptional service.
• Navigates digital tools efficiently to support claim handling and reporting.

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)