Auto PD - Adjuster Service Claims

About the role

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 Claims team is currently seeking an Auto PD Adjuster – Service Claims. This is a full-time, exempt role with a hybrid work schedule (two days in the office) at one of our Hanover offices: Worcester, MARichmond, VASyracuse, NY How to Apply: How to Apply: Click here to apply.

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.
• Coincide 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.

Requirements

• Associate degree required; bachelor's degree preferred or combination of education and experience.
• Typically has 3-4 years of relevant Auto claim-handling experience.
• Guidewire experience is a plus.
• 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.
• Learns and handles 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.

Qualifications

• Core Capabilities: Analytical Reasoning, Customer Centricity, Digital Fluency, Persuasion and Influence, Professional Insurance Acumen, Planning and Execution.

Skills

• Excellent communication skills.
• Ability to manage multiple tasks and deadlines.
• Strong organizational skills.
• Decision-making latitude.
• Adaptability to changing situations.
• Customer service skills.
• Investigative skills.

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 insurance401K with a company matchTuition reimbursementPTOCompany paid holidaysFlexible work arrangementsCultural Awareness Day in support of IDEOn-site medical/wellness center (Worcester only)

Pay

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.

Schedule

This role is a full-time, exempt role with a hybrid work schedule (two days in the office).