Sr Field Adjuster

Hanover Insurance Group•Decatur, IL

17d•Remote

About The Position

The Senior Field Adjuster independently manages moderate to complex and high-value field property claims, including claims requiring outside investigations and catastrophe response. The role calls for advanced investigation, evaluation, and negotiation skills, thorough analysis, and collaboration with internal teams and external experts. It requires short-notice travel and strong technical expertise to manage claims in accordance with policy provisions, regulations, and best practices while delivering high-quality service and outcomes. The position also involves coordinating with internal and external stakeholders, supporting compliance and training, mentoring junior adjusters, and potentially representing the company in mediations, arbitrations, and trials. This is a remote, full-time, exempt role covering the Springfield, Illinois territory, with field investigations and on-site work as needed.

Requirements

Bachelor’s degree or equivalent experience with claim handling.
Typically 5–10 years of adjusting experience.
Maintain appropriate state adjuster licenses and continuing education credits.
Valid driver’s license.
Strong Xactimate proficiency.
Knowledge of local geography, regulations, and public safety agencies, and ability to build rapport with insureds and navigate the insurance and legal climate.
Working knowledge of applicable statutes, regulations, case law, and third-party legal liability concepts.
Negotiation skills and ability to develop strategies to influence outcomes.
Sound judgment and decision-making, including for litigation and compliance matters.
Clear and effective verbal and written communication across a variety of situations; ability to select appropriate communication channels and demonstrate empathy.
Strong organization, time management, and desk management skills, including the ability to manage complex workflows and project work.
Ability to analyze complex issues, evaluate risks and outcomes, make decisions independently within authority, and identify claims patterns that support resolution strategies.
Ability to assess customer concerns, anticipate questions, explain technical information in plain language, and deliver difficult messages when needed.
Skill using claims systems and Microsoft Office Suite.
Ability to use a personal computer and standard office equipment.
Ability to sit and/or stand for extended periods.
Ability to travel as necessary and work on-site as needed.
Ability to work in a fast-paced, changing, or stressful environment and in noisy or loud work environments.
May be required to maintain sufficient home-based internet access.
Ability to operate a motor vehicle 4–5 hours per day and enter and exit the vehicle numerous times during the day.
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, potentially where utilities are turned off or inoperable.
Ability to use a ladder safely to access roofs and maintain balance while inspecting roofs.
Ability to perform field work in adverse weather.

Nice To Haves

Xactimate Level II Certification.

Responsibilities

Independently manage field property claims, including claims requiring outside field investigations and catastrophe response.
Communicate clearly and empathetically with claimants and stakeholders, explain the claims process, confirm next steps, and support a positive customer experience.
Set reserves, authorize payments, make financial decisions within authority, and contribute to reserving accuracy and efficiency.
Lead investigations, assess coverage, issue appropriate documentation such as reservation-of-rights and coverage letters, and escalate issues as needed.
Investigate and manage suspicious claims using advanced techniques and tools; refer claims to the Special Investigation Unit as appropriate.
Monitor fraud indicators and regulatory reporting obligations.
Identify opportunities to transfer risk to appropriate entities and identify and assign subrogation potential to support recovery efforts.
Maintain comprehensive claim records and documentation in compliance with jurisdictional requirements.
Prepare detailed reports summarizing findings and recommendations.
Ensure claims activities comply with regulatory and company standards.
Execute jurisdictional compliance requirements and help others understand regulatory obligations.
Coordinate with legal, underwriting, vendors, agents, and other internal and external stakeholders.
Lead cross-functional meetings and communicate complex information to diverse audiences.
Represent the company in mediations, arbitrations, and trials when required.
Mentor junior adjusters on complex claims, compliance, and litigation processes.
Support training initiatives and contribute to best practices and educational materials.