[Hiring] Senior Field Adjuster @The Hanover Insurance Group

Role Description

The Senior Field Adjuster is responsible for independently managing moderate to complex and high-value field property claims. This role requires advanced investigation, evaluation, and negotiation skills to resolve field property claims. It involves thorough analysis, collaboration with internal teams and external experts, and will require travel on short notice. Strong technical expertise and the ability to manage claims in accordance with policy provisions, regulations, and best practices are essential to delivering high-quality service and outcomes.

In this role, you will:

• Independently manage field property claims, including those requiring outside field investigations and catastrophe (CAT) response.
• Deliver empathetic, clear communication throughout the claims process.
• Educate claimants and stakeholders, affirm next steps, and ensure a positive customer experience.
• Set reserves, authorize payments, and make financial decisions within authority and contribute to reserving accuracy and efficiency.
• Lead thorough investigations, assess coverage, and issue appropriate documentation including reservation of rights and coverage letters.
• Escalate issues as needed.
• Investigate and manage suspicious claims using advanced techniques and tools; refer to the Special Investigation Unit (SIU) as needed.
• Maintain awareness of fraud indicators and regulatory reporting obligations.
• Identify and proactively pursue opportunities to transfer risk to the appropriate entities for the benefit of insureds and business partners.
• Identify and assign subrogation potential appropriately; set up files to support successful recovery efforts.
• Maintain comprehensive and detailed claim records, ensuring proper documentation and compliance with jurisdictional requirements.
• Prepare detailed reports summarizing findings and recommendations.
• Ensure all claims activities comply with regulatory and company standards.
• Execute jurisdictional compliance requirements and support others in understanding regulatory obligations.
• Coordinate with internal and external stakeholders including legal, underwriting, vendors, and agents.
• Lead cross-functional meetings and communicate complex information clearly to diverse audiences.
• May represent the company in mediations, arbitrations, and trials.
• Serve as a mentor to junior adjusters, providing guidance on complex claims, compliance, and litigation processes.
• Support training initiatives and contribute to the development of best practices and educational materials.

Qualifications

• Bachelor’s degree or equivalent experience with claim handling.
• Typically requires 5–10 years of adjusting experience.
• Must have and maintain appropriate state adjuster licenses, continuing education credits, and a valid driver’s license.
• Strong Xactimate proficiency, preferably Level II Certified.
• Strong knowledge of local geography, regulations, and public safety agencies.
• Ability to build rapport with insureds and navigate the insurance and legal climate.
• Strong working knowledge of applicable statutes, regulations, case law, and third-party legal liability concepts.
• Skilled in negotiation and developing strategies to influence outcomes.
• Demonstrates sound judgment and decision-making, including litigation and compliance matters.
• Communicates clearly and effectively in both verbal and written formats across a variety of situations.
• Highly organized with the ability to manage complex workflows and project work.
• Demonstrates strong time management and desk management skills.
• Makes informed decisions based on thorough analysis of complex issues.
• Ability to quickly assess customer concerns and anticipate questions.
• Skilled in using claims systems and Microsoft Office Suite.
• Ability to use a personal computer and other standard office equipment.
• Ability to sit and/or stand for extended periods.
• Ability to travel as necessary.
• Ability to work in a fast-paced, changing or stressful environment.
• Ability to perform work in a noisy/loud work environment.
• May be required to have and maintain sufficient home-based internet connection.
• Ability to operate a motor vehicle 4-5 hours per day and to get in and out of the vehicle numerous times during the day.
• Ability to load and unload equipment and supplies weighing up to 30 pounds from a motor vehicle as needed to perform field work.
• Ability to bend, walk, and climb for several consecutive hours while inspecting damaged buildings.
• Ability to use a ladder safely to get on and off roofs and maintain balance while inspecting roofs.
• Ability to perform field work in adverse weather.

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).

Career Development

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.