Sr Field Adjuster

Hanover Insurance Group•Plainfield, NJ

2d•Remote

About The Position

The Sr Field Adjuster independently manages moderate-to-complex and high-value field property claims. The position involves advanced investigation, evaluation, and negotiation; collaboration with internal teams and external experts; and travel on short notice. The adjuster applies technical expertise to handle claims in accordance with policy provisions, regulations, and best practices, with the goal of delivering high-quality service and outcomes. The role is remote and full-time, with field investigations, and may require on-site work as needed. The adjuster manages investigations and coverage decisions, maintains compliant claim records, makes financial decisions within authority, coordinates stakeholders, and supports recovery efforts. The position also includes mentoring junior adjusters, contributing to training and best practices, communicating empathetically with claimants and other stakeholders, and potentially representing the company in mediations, arbitrations, and trials. The role requires maintaining appropriate state adjuster licenses, continuing education credits, and a valid driver’s license.

Requirements

Bachelor’s degree or equivalent experience with claim handling.
Typically 5–10 years of adjusting experience.
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 that influence outcomes.
Sound judgment and decision-making, including on litigation and compliance matters.
Clear and effective verbal and written communication skills; ability to choose appropriate communication channels and demonstrate empathy.
Strong organization, workflow management, project management, time management, and desk management skills.
Ability to analyze complex issues, evaluate risks and outcomes, act independently within authority, and identify claims patterns to support resolution strategies.
Ability to collaborate with internal and external experts, including legal and underwriting stakeholders.
Ability to assess customer concerns, anticipate questions, and explain complex technical terms in understandable language, including when delivering difficult messages.
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 and work on-site as needed.
Ability to travel as necessary and work in a fast-paced, changing, or stressful environment, including noisy or loud environments.
May be required to maintain a sufficient home-based internet connection.
Ability to operate a motor vehicle 4–5 hours per day and repeatedly enter and exit the vehicle.
Ability to load and unload equipment and supplies weighing up to 30 pounds.
Ability to bend, walk, and climb for several consecutive hours while inspecting damaged buildings, sometimes 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.
Must have and maintain appropriate state adjuster licenses, continuing education credits, and a valid driver’s license.

Responsibilities

Independently manage field property claims, including claims requiring outside field investigations and catastrophe response.
Lead investigations, assess coverage, issue documentation such as reservation-of-rights and coverage letters, and escalate issues when needed.
Identify and pursue opportunities to transfer risk to appropriate entities for the benefit of insureds and business partners.
Maintain detailed claim records and ensure documentation complies with jurisdictional requirements.
Identify and assign subrogation potential and set up files to support recovery efforts.
Ensure claims activities comply with regulatory and company standards; execute jurisdictional compliance requirements and help others understand regulatory obligations.
Investigate and manage suspicious claims using advanced techniques and tools, refer claims to the Special Investigation Unit when appropriate, and remain alert to fraud indicators and reporting obligations.
Set reserves, authorize payments, and make financial decisions within authority while contributing to reserving accuracy and efficiency.
Coordinate with legal, underwriting, vendors, agents, and other internal and external stakeholders.
Lead cross-functional meetings and communicate complex information to diverse audiences.
Use tools and analytics to identify trends, correct inconsistencies, and improve claims-handling efficiency.
Ensure proper data ingestion, labeling, and protection of personally identifiable information.
Prepare detailed reports summarizing findings and recommendations.
Mentor junior adjusters on complex claims, compliance, and litigation processes; support training and development of best practices and educational materials.
Communicate empathetically and clearly throughout the claims process, educate claimants and stakeholders, confirm next steps, and support a positive customer experience.
Represent the company in mediations, arbitrations, and trials when required.
Maintain appropriate state adjuster licenses, continuing education credits, and a valid driver’s license.
Travel as necessary and perform field inspections, including work on damaged buildings and roofs.