Job Description

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.

Our Property Claims team is currently seeking an Service Claims Adjuster to join our Inland Marine team in our Worcester, MA office. This is a Full-time/Exempt role.

POSITION OVERVIEW:

The Inland Marine Claims Adjuster 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.

IN THIS ROLE, YOU WILL:

• 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
• Employees are expected to meet the essential functions of their role, including maintaining regular, predictable and reliable attendance and adhering to their assigned work schedules.
• Onsite attendance requirements may vary by position and are subject to change based on business needs consistent with applicable law.
• Communicate effectively with internal and external stakeholders using appropriate channels, including phone, email, teams, and in person interactions as required.
• Ability to maintain sound judgement and attention to detail while managing multiple priorities under pressure in a fast-paced environment.

WHAT YOU NEED TO APPLY:

• Associate degree required; bachelor's degree preferred or combination of education and experience.
• Typically has 1-4 years of relevant experience in claim handling.
• 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.
• Ability to use a personal computer and other standard office equipment.
• Ability to sit and/or stand for extended periods.
• Required to work on-site as needed.
• 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.
• Employees are expected to participate professionally in virtual meetings. Use of video cameras is expected under most circumstances.

This job posting provides cursory examples of some of the job duties associated with this position. The examples provided are not complete, and the position may entail other essential and job-related functions and responsibilities that employees will be required to perform.

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.

BENEFITS

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• 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)
• Click here for the full list of Benefits

EEO statement:

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.

Privacy Policy:

To view our privacy policy and online privacy statement, click here.

Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.

Compensation

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.