Sr Field Adjuster

Hanover Insurance Group • Traverse City, MI

1d • Remote

About The Position

The Senior Field Adjuster independently manages moderate-to-complex and high-value field property claims. The role involves advanced investigation, evaluation, and negotiation, including analysis of policy provisions and collaboration with internal teams and external experts. The adjuster may handle outside field investigations and catastrophe response, travel on short notice, and work in accordance with applicable regulations, company standards, and claims best practices. The role is remote and full-time, with field investigations and on-site work as needed. The position serves as a mentor to junior adjusters and may represent the company in mediations, arbitrations, and trials.

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 to influence outcomes.
• Sound judgment and decision-making, including on litigation and compliance matters.
• Clear and effective verbal and written communication across varied situations, with appropriate channel selection and empathy toward stakeholders.
• Strong organization, time management, desk management, and ability to manage complex workflows and project work.
• 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, explain complex technical terms clearly, and deliver difficult messages when needed.
• Skilled in claims systems and Microsoft Office Suite; able 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 a noisy or loud work environment.
• May be required to maintain 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 from a motor vehicle.
• Ability to bend, walk, and climb for several consecutive hours while inspecting damaged buildings, potentially with utilities 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 reservation-of-rights and coverage letters, and escalate issues as needed.
• Identify and pursue opportunities to transfer risk to appropriate entities for the benefit of insureds and business partners.
• Maintain comprehensive claim records and detailed reports, ensuring documentation and compliance with jurisdictional requirements.
• Identify subrogation potential, assign it appropriately, and prepare files to support recovery efforts.
• Ensure claims activities comply with regulatory and company standards; execute jurisdictional compliance requirements and support others in understanding regulatory obligations.
• 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 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 clearly.
• Use tools and analytics to identify trends, correct inconsistencies, improve claims-handling efficiency, and ensure proper data ingestion, labeling, and protection of personally identifiable information.
• Mentor junior adjusters and support training initiatives and development of best practices and educational materials.
• Communicate empathetically and clearly with claimants and stakeholders, explain next steps, and support a positive customer experience.
• Represent the company in mediations, arbitrations, and trials as needed.
• Maintain appropriate state adjuster licenses, continuing education credits, and a valid driver’s license.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior