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

Hanover Insurance Group•Itasca, IL

23d•Hybrid

About The Position

The Adjuster Service Claims manages a caseload of moderately complex auto claims from initiation through resolution. The role determines coverage, conducts investigations, assesses liability and damages, and negotiates settlements in accordance with policy terms, best practices, and jurisdictional requirements. It includes direct communication with insureds and third parties, accurate claim-data management, and maintaining detailed, compliant documentation. The position also coordinates with internal and external stakeholders, may represent the company in mediations, arbitrations, and trials, and may mentor entry-level adjusters. This full-time, exempt role has a hybrid schedule requiring two days in the office and is based at a Hanover office in Worcester, MA; Richmond, VA; Syracuse, NY; Itasca, IL; Howell, MI; or Farmington Hills, MI. The role is eligible for a $2,500 sign-on bonus.

Requirements

Associate degree required; a bachelor's degree is preferred, or an equivalent combination of education and experience.
Typically 3–4 years of relevant auto claim-handling experience.
Knowledge of insurance products, processes, principles, policies, procedures, terminology, and relevant laws.
Ability to learn and conduct negotiations independently within authority and understand common tactics for resolving moderately complex claims.
Clear and empathetic communication across channels, including the ability to deliver difficult messages professionally.
Decision-making ability and adaptability to changing situations.
Ability to collaborate and maintain constructive relationships with team members and stakeholders.
Strong organizational skills to manage multiple tasks and deadlines.
Investigative skills and ability to follow procedures and guidelines.
Basic computer navigation and ability to use software applications, the internet, and Microsoft Office products.

Nice To Haves

Guidewire experience.
Bachelor's degree.

Responsibilities

Manage moderately complex service claims from intake through resolution.
Investigate claims, assess liability, evaluate damages, and document findings.
Determine coverage and negotiate settlements within policy terms and authority limits.
Engage underwriting, legal, and other stakeholders to support investigations and evaluations.
Identify and refer suspicious claims to the Special Investigation Unit.
Transfer risk to appropriate parties and identify and assign subrogation potential; establish files to support recovery efforts.
Maintain adjuster licenses and continuing education credits, and comply with licensing requirements.
Set reserves and authorize payments within the scope of authority.
Review and validate intake claims, coordinate with stakeholders to resolve issues, and follow claims-processing procedures.
Use technology and data tools to improve claims-processing efficiency and accuracy.
Resolve claims with empathy and customer focus; prepare documentation and evidence, educate policyholders, and support customer satisfaction.
Maintain detailed and compliant records of claim activities and communications.
Represent the company in mediations, arbitrations, and trials when needed.
Participate in problem-solving discussions and cross-functional coordination.
Communicate sensitively and professionally, translating complex information for diverse audiences.
Mentor entry-level adjusters and share best practices.
Provide exceptional customer service.