Workers Compensation - Sr Consultant Casualty Claims - Southwest

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 Workers Compensation Lost Time Claims department is seeking a Senior Casualty Claims Consultant for the Southwest team, covering Nevada, Utah, Colorado, Kansas, Missouri, Arizona, Oklahoma, Texas, and California. This is a remote Full-time/Exempt role.

Responsibilities

• Independently manage moderate to complex, high-value casualty claims, ensuring thorough analysis and resolution.
• Lead thorough investigations, assess coverage, and issue appropriate documentation including reservation of rights and coverage letters.
• Escalate issues as needed.
• Identify opportunities to transfer risk and pursue subrogation.
• Proactively resolve disputes, deescalate sensitive situations, and ensure optimal claim outcomes through strategic negotiation and litigation management.
• Ensure all claims activities comply with regulatory and company standards.
• Maintain accurate, detailed records and prepare comprehensive reports.
• Execute jurisdictional compliance requirements and support others in understanding regulatory obligations.
• Serve as a mentor to junior claim handlers, providing guidance on complex claims, compliance, and litigation processes.
• Support training initiatives and contribute to the development of best practices and educational materials.
• Deliver empathetic, clear communication throughout the claims process. Educate claimants and stakeholders, affirm next steps, and ensure a positive customer experience.
• Attend industry events and continuing education seminars to stay current with best practices, legal developments, and emerging trends.

Requirements

• Bachelor’s degree preferred, or a combination of education and equivalent experience.
• Typically requires 5–10 years of claims handling experience.
• Must possess or obtain and maintain appropriate state adjuster licenses and continuing education credits.
• Skilled in negotiating complex claims and developing strategies to influence outcomes.
• Demonstrates sound judgment and decision-making on high-exposure cases, including litigation and compliance matters.
• Communicates clearly and effectively in both verbal and written formats across a variety of situations.

Qualifications

• Advanced investigative and negotiation skills to effectively resolve disputes and handle escalated situations.
• Strategic thinking, sound judgment, and the ability to navigate sensitive and high-impact claim scenarios.
• Highly organized with the ability to manage complex workflows and participate in project work.
• Makes informed decisions based on thorough analysis of complex issues. Evaluates risks and outcomes, acts independently within authority, and identifies patterns in claims to support resolution strategies.
• Highly skilled in investigating complex cases and collaborating with internal and external experts.
• Coordinates closely with legal, underwriting, and other stakeholders to ensure thorough evaluation.
• Possesses in-depth understanding of the regulatory environment and jurisdictional requirements.
• Handles complex compliance issues and mentors others on regulatory standards.
• Provides exceptional, empathetic customer service. Effectively manages escalated claims and sensitive customer concerns with professionalism and clarity.

Skills

• Advanced tools and analytics to identify trends, correct inconsistencies, and improve claims handling efficiency.
• Use of personal computer and other standard office equipment.
• Ability to sit and/or stand for extended periods.
• Ability to work in a fast-paced, changing or stressful environment.
• Ability to perform work in a noisy/loud work environment.
• Ability to work on-site as needed.
• Ability to travel as necessary.
• Knowledge of regulatory environment and jurisdictional requirements.
• Ability to use advanced tools and analytics to identify trends, correct inconsistencies, and improve claims handling efficiency.
• Ability to manage complex workflows and participate in project work.
• Ability to evaluate risks and outcomes, act independently within authority, and identify patterns in claims to support resolution strategies.
• Ability to investigate complex cases and collaborate with internal and external experts.
• Ability to coordinate closely with legal, underwriting, and other stakeholders to ensure thorough evaluation.
• Ability to handle complex compliance issues and mentor others on regulatory standards.
• Ability to provide exceptional, empathetic customer service. Effectively manage escalated claims and sensitive customer concerns with professionalism and clarity.

Benefits

• 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 IDEOn-site medical/wellness center (Worcester only).
• Continuing education seminars.

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. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.

Schedule

This is a remote Full-time/Exempt role.