Sr Field Adjuster

Hanover Insurance Group•New Haven, CT

1d•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 calls for advanced investigation, evaluation, and negotiation skills, thorough analysis, and collaboration with internal teams and external experts. It requires travel on short notice and technical expertise to manage claims in accordance with policy provisions, regulations, and best practices, while delivering high-quality service and outcomes. The adjuster communicates empathetically with claimants and stakeholders, manages investigations and coverage decisions, sets reserves and authorizes payments within their authority, and maintains detailed claim documentation. The role also supports regulatory compliance, risk transfer and subrogation efforts, stakeholder coordination, litigation-related proceedings, and the development of junior adjusters through mentoring and training. This is a remote, full-time, exempt role for the New Haven, Connecticut territory, with field investigations and on-site work as needed.

Requirements

Bachelor’s degree or equivalent claim-handling experience.
Typically 5–10 years of adjusting experience.
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 ability to manage complex workflows and project work.
Ability to analyze complex issues, 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.
Proficiency with 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 need to maintain a sufficient home-based internet connection.
Ability to operate a motor vehicle 4–5 hours per day and enter and exit it 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, sometimes with utilities turned off or inoperable.
Ability to use a ladder safely to access roofs and maintain balance while inspecting them.
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 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; contribute to reserving accuracy and efficiency.
Lead thorough 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 matters to the Special Investigation Unit as needed, and remain aware of fraud indicators and regulatory reporting obligations.
Identify opportunities to transfer risk to appropriate entities for the benefit of insureds and business partners.
Identify subrogation potential and set up files to support recovery efforts.
Maintain comprehensive claim records and ensure documentation meets 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 perform field inspections, including in adverse weather and at damaged buildings.