Auto Adjuster - Remote ($2,500 sign-on bonus)

The Hanover Insurance Group•Worcester, MA

5d•$55,000 - $62,000•Remote

About The Position

The Auto Physical Damage Adjuster manages moderately complex service claims from initiation through resolution. The role determines coverage, conducts investigations, evaluates damages and liability, 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 position handles claims within assigned authority, sets reserves and authorizes payments, maintains compliant documentation, and may represent the company in mediations, arbitrations, and trials. The role is full-time, exempt, and remote. Candidates must live near a listed Hanover office and be able to travel there several times per year for meetings, training, and business needs. 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, basic software and applications, Microsoft Office products, and the internet.
Knowledge of insurance products, processes, and relevant laws.
Ability to learn and conduct negotiations independently within assigned authority, including understanding common tactics for resolving moderately complex claims.
Clear and empathetic communication across various channels.
Ability to make decisions with latitude and adapt to changing situations.
Ability to deliver difficult messages clearly and professionally.
Ability to collaborate and maintain constructive relationships with team members.
Strong organizational skills to manage multiple tasks and deadlines.
Ability to negotiate claims independently within authority limits.
Understanding of insurance principles, policies, procedures, and terminology.
Investigative skills and ability to follow procedures and guidelines.
Candidates must be located near a listed Hanover office and able to travel there several times per year for meetings, training, and other business needs.

Nice To Haves

Guidewire experience.
Bachelor's degree.

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 other stakeholders in claim investigation and evaluation.
Identify suspicious claims and refer them to the Special Investigation Unit.
Transfer risk to appropriate parties.
Maintain appropriate adjuster licenses and continuing education credits.
Handle claims within assigned limits and authority, using discretion and independent judgment.
Set reserves and authorize payments within the scope of authority.
Review and validate intake claims, investigate them, and document findings.
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.
Maintain detailed, 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.
Handle sensitive communications professionally and explain complex information to diverse audiences.
Mentor entry-level adjusters and share best practices.
Provide exceptional customer service, educate policyholders, and support customer satisfaction.
Ensure compliance with licensing requirements.
Identify and assign subrogation potential appropriately and set up files to support recovery efforts.