Sr Field Adjuster

Hanover Insurance Group•Southfield, MI

22d•Remote

About The Position

The Senior Field Adjuster independently manages moderate to complex and high-value field property claims, including claims requiring outside field investigations and catastrophe response. The role uses advanced investigation, evaluation, and negotiation skills to resolve claims, with thorough analysis and collaboration with internal teams and external experts. It requires strong technical expertise and short-notice travel to deliver high-quality service and outcomes in accordance with policy provisions, regulations, and best practices. The adjuster communicates empathetically and clearly with claimants and stakeholders, explains the claims process and next steps, investigates and evaluates coverage, sets reserves, authorizes payments, and makes financial decisions within their authority. The role maintains detailed claim records, prepares findings and recommendations, ensures regulatory and company compliance, and coordinates with legal, underwriting, vendors, and agents. The adjuster may represent the company in mediations, arbitrations, and trials, and mentors junior adjusters while supporting training and best-practice development. This is a remote, full-time, exempt position serving the Southfield, Michigan territory, with field investigations. On-site work may be required as needed, and travel is necessary.

Requirements

Bachelor’s degree or equivalent experience with claim handling.
Typically 5–10 years of adjusting experience.
Must have and maintain appropriate state adjuster licenses and continuing education credits.
Valid driver’s license.
Strong Xactimate proficiency; Level II certification preferred.
Strong knowledge of local geography, regulations, and public safety agencies, and ability to build rapport with insureds and navigate the insurance and legal climate.
Strong 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 on litigation and compliance matters.
Clear and effective verbal and written communication across varied situations; ability to select appropriate communication channels and demonstrate empathy toward stakeholders.
Strong organization, time management, and desk management skills, including the ability to manage complex workflows and project work.
Ability to make informed decisions based on thorough analysis, evaluate risks and outcomes, act independently within authority, and identify claim patterns to support resolution strategies.
Ability to assess customer concerns, anticipate questions, explain complex and technical terms clearly, and deliver difficult messages when needed.
Skilled in 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 work on-site as needed and travel as necessary.
Ability to work in a fast-paced, changing, or stressful environment and in a noisy or loud work environment.
May be required to maintain a sufficient home-based internet connection.
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 as needed for field work.
Ability to bend, walk, and climb for several consecutive hours while inspecting damaged buildings, sometimes with utilities turned off or inoperable.
Ability to safely use a ladder 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 empathetically and clearly throughout the claims process; educate claimants and stakeholders, confirm next steps, and support a positive customer experience.
Set reserves, authorize payments, and make financial decisions within authority while contributing 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 needed and remain aware of fraud indicators and reporting obligations.
Identify opportunities to transfer risk to appropriate entities and identify and assign subrogation potential, supporting recovery efforts through appropriate file setup.
Maintain comprehensive claim records and ensure documentation complies with jurisdictional requirements.
Prepare detailed reports summarizing findings and recommendations.
Ensure claims activities comply with regulatory and company standards; execute jurisdictional compliance requirements and support others in understanding regulatory obligations.
Coordinate with internal and external stakeholders, including legal, underwriting, vendors, and agents.
Lead cross-functional meetings and communicate complex information to diverse audiences.
Represent the company in mediations, arbitrations, and trials as needed.
Mentor junior adjusters on complex claims, compliance, and litigation processes.
Support training initiatives and contribute to best practices and educational materials.
Travel as necessary and conduct field inspections, including inspections of damaged buildings and roofs.