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

This full-time, exempt role offers a $2,500 sign-on bonus and a hybrid schedule (two days in-office) at one of our Hanover offices: Worcester, MA; Richmond, VA; Syracuse, NY; Itasca, IL; Howell, MI / Farmington Hills, MI.

About the role

The Adjuster Service Claims manages 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.

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 combination of education and experience
• Typically 3–4 years of relevant Auto claim-handling experience
• Guidewire experience a plus
• Proficient with basic computer navigation; ability to use basic software systems/applications (Suite of MS Office Products) and 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

Core capabilities

• Analytical Reasoning: Identify problems, understand impact, gather input and data, and develop effective solutions
• Customer Centricity: Make customers/clients and their needs a primary focus; show interest in and understanding of internal and external customer needs; gain trust and respect; meet or exceed expectations
• Digital Fluency: Effectively use digital tools and technology to find, evaluate, create, and communicate information; navigate digital platforms, use software applications, and leverage technology for productivity and communication
• Persuasion and Influence: Use appropriate interpersonal skills and techniques to gain acceptance for ideas or solutions; use influencing strategies to gain genuine agreements; seek to persuade rather than force solutions
• Professional Insurance Acumen: Demonstrate a deepening understanding of the insurance industry and apply specialized technical skills to address complex challenges, adapt to industry trends, and drive value
• Planning and Execution: Plan, prioritize, and manage resources and time effectively to achieve specific goals or deadlines

Career development

Through on-the-job experiences, personalized coaching, and robust learning and development programs, we encourage growth 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)

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.