Sr Field Adjuster - Traverse City, MI

The Hanover has been committed to delivering on our promises and being there when it matters the most for over 170 years. We live our values every day through sustainability initiatives and an inclusive corporate culture.

About the role

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 may require travel on short notice. This is a remote, full-time/exempt position covering the Traverse City, Michigan and Northern Lower Peninsula territory.

Responsibilities

• Independently manage field property claims, including those requiring outside field investigations and catastrophe (CAT) response.
• Deliver empathetic, clear communication throughout the claims process, educating claimants and stakeholders while ensuring a positive customer experience.
• Set reserves, authorize payments, and make financial decisions within authority; 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 appropriate entities for the benefit of insureds and business partners.
• Identify and assign subrogation potential; 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.
• 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.

Requirements

• 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; demonstrates empathy toward all stakeholders.
• Highly organized with the ability to manage complex workflows and project work; strong time management and desk management skills.
• Makes informed decisions based on thorough analysis of complex issues; evaluates risks and outcomes, acts independently within authority.
• Ability to quickly assess customer concerns, anticipate questions, and communicate complex technical terms clearly.
• Skilled in using claims systems and Microsoft Office Suite.
• Ability to use a personal computer and other standard office equipment; may 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, including noisy/loud work environments.
• May be required to maintain a sufficient home-based internet connection.
• Ability to operate a motor vehicle 4-5 hours per day and get in/out of the vehicle numerous times daily.
• Ability to load and unload equipment and supplies weighing up to 30 pounds from a motor vehicle.
• Ability to bend, walk, and climb for several consecutive hours while inspecting damaged buildings, often with utilities turned off or inoperable.
• Ability to use a ladder safely to get on/off roofs and maintain balance while inspecting roofs.
• Ability to perform field work in adverse weather conditions.

Benefits

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