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

The Hanover Insurance Group•Worcester, MA

2d•$55,000 - $62,000•Hybrid

About The Position

The Auto Physical Damage Adjuster – Service Claims manages a caseload of moderately complex auto service claims from initiation through resolution. The role determines coverage, investigates claims, assesses liability and damages, and negotiates settlements in accordance with policy terms, best practices, and jurisdictional requirements. It involves direct communication with insureds and third parties, accurate claim data management, and coordination with underwriting, legal, and other stakeholders. The adjuster handles claims within assigned authority, establishes reserves and authorizes payments within that authority, maintains required licenses and continuing education, and identifies suspicious claims and subrogation opportunities. The position may represent the company in mediations, arbitrations, and trials, and includes mentoring entry-level adjusters and providing customer-focused support. This is a full-time, exempt position with a hybrid schedule requiring two days in the office, based at one of the listed Hanover offices. A $2,500 sign-on bonus is offered.

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.
Proficiency with basic computer navigation, software applications including Microsoft Office, and internet use.
Knowledge of insurance products, processes, relevant laws, principles, policies, procedures, and terminology.
Ability to investigate claims and follow procedures and guidelines.
Ability to negotiate claims independently within assigned authority and understand common tactics for resolving moderately complex claims.
Clear and empathetic communication across channels, including delivering difficult messages professionally.
Ability to make decisions within assigned latitude and adapt to changing situations.
Ability to collaborate constructively with team members and maintain effective relationships.
Strong organization skills and ability to manage multiple tasks and deadlines.

Nice To Haves

Guidewire experience.
Bachelor's degree.

Responsibilities

Manage a caseload of moderately complex service claims from intake through resolution.
Investigate claims, assess liability, evaluate damages, and document findings.
Coordinate with underwriting, legal, and other stakeholders to support 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, and comply with licensing requirements.
Handle claims within assigned limits and authority, exercising discretion and independent judgment.
Set reserves and authorize payments within scope of authority.
Review and validate claim intake, investigate claims, and maintain accurate claim records.
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 a customer-centric approach; prepare supporting documentation and evidence.
Maintain detailed, compliant documentation 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 sensitive or complex information professionally and clearly to diverse audiences.
Mentor entry-level adjusters and share best practices.
Provide customer service, educate policyholders, and support customer satisfaction.
Identify subrogation potential and set up files to support recovery efforts.
Negotiate claims independently within assigned authority limits.