Auto Adjuster ($2,500 Sign-on Bonus)

About the role

The Auto Physical Damage Adjuster – Service Claims manages a caseload of moderately complex claims from initiation to resolution, including coverage determination, investigation, damage evaluation, and settlement negotiation. This full-time, exempt position offers a $2,500 sign-on bonus and a hybrid schedule (two days in-office) at one of the following Hanover offices: Worcester, MA; Richmond, VA; Syracuse, NY; Itasca, IL; Howell, MI; or Farmington Hills, MI.

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.
• Ensure 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 equivalent combination of education and experience.
• Typically 3–4 years of relevant auto claim-handling experience.
• Guidewire experience a plus.
• Proficient with basic computer navigation, MS Office suite, and internet applications.
• Knowledge of insurance products, processes, and relevant laws.
• Ability to 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.

Core Capabilities

• Analytical Reasoning: Identify problems, understand impact, gather input and data, and develop effective solutions.
• Customer Centricity: Focus on customer/client needs; gain trust and respect; meet or exceed expectations.
• Digital Fluency: Effectively use digital tools and technology to find, evaluate, create, and communicate information.
• Persuasion and Influence: Use interpersonal skills to gain acceptance for ideas; seek genuine agreement rather than impose decisions.
• Professional Insurance Acumen: Deepen understanding of the insurance industry and apply specialized technical skills to complex challenges.
• Planning and Execution: Plan, prioritize, and manage resources and time effectively to achieve goals and deadlines.

Career Development

The Hanover supports career growth through on-the-job experiences, personalized coaching, and robust learning and development programs at every level.

Benefits

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

Pay

The target hiring range varies by geographic location and factors such as merit, demonstrated proficiency, skills, education, travel requirements, and experience. Additional compensation may include an annual bonus (general bonus, sales incentive, or short-term incentive), long-term incentives, or spot recognition awards. The posted range reflects the ability to hire at different position titles and levels depending on background and experience.