Sr. Inland Marine Adjuster Service Claims

Hanover Insurance Group•Worcester, MA

12d•Hybrid

About The Position

The Adjuster Service Claims manages a caseload of moderately complex property damage and liability claims from initiation through resolution. The role determines coverage, investigates claims, evaluates damages, interprets contractual liability provisions, and negotiates settlements in accordance with policy terms, customer agreements, best practices, and jurisdictional requirements. It involves direct communication with insureds, claimants, agents, vendors, attorneys, and other third parties, as well as accurate claim data and documentation management. The position primarily supports the Moving & Storage/Household Goods business and requires experience evaluating contractual liability, transportation-related exposures, commercial customer agreements, and litigated matters. The adjuster handles claims within assigned authority limits, sets reserves and authorizes payments within that scope, and may represent the company in mediations, arbitrations, and trials. The role also includes mentoring entry-level adjusters, providing customer service and education, and ensuring compliance with licensing requirements and applicable laws and standards. This is a full-time, exempt role based in Worcester, Massachusetts, eligible for a Hybrid/Flex work arrangement.

Requirements

Bachelor’s degree or equivalent experience with claim handling.
Typically requires 5–10 years of adjusting experience.
Ability to read, interpret, and analyze business contracts, tariffs, bills of lading, warehouse receipts, customer agreements, and contractual liability provisions.
Demonstrated understanding of third-party legal liability concepts, negligence principles, and contractual risk transfer.
Knowledge of insurance products, claims practices, coverage analysis, and relevant laws and regulations.
Proficiency with Microsoft Office Suite, Outlook, Guidewire, or similar claims management systems.
Strong investigative and analytical skills, including the ability to evaluate complex liability exposures and contractual obligations and develop claim resolution strategies.
Ability to negotiate skillfully in difficult situations and obtain favorable outcomes while maintaining positive business relationships.
Strong written and verbal communication skills, including explaining coverage, liability, contractual obligations, and settlement positions clearly.
Ability to make informed, confident, and timely decisions.
Strong organizational and time management skills, including managing multiple priorities and deadlines.
Ability to adapt to changing business needs, requirements, and priorities.
Commitment to ongoing professional development and technical claim expertise.
Ability to cultivate constructive relationships and work effectively in a collaborative team environment.
Ability to use a personal computer and standard office equipment.
Ability to sit and/or stand for extended periods.
Ability to travel as necessary.
Ability to work in a fast-paced, changing, or stressful environment.
Ability to perform work in a noisy or loud work environment.
May be required to have and maintain sufficient home-based internet connection.

Nice To Haves

Experience handling transportation, logistics, household goods, moving and storage, inland marine, cargo, commercial property damage, or liability claims.
Litigation experience, including collaboration with defense counsel and participation in mediations, arbitrations, depositions, discovery, settlement negotiations, and trial preparation.
Experience handling contractual liability claims involving transportation, moving and storage, warehouse legal liability, logistics, cargo, and inland marine exposures.
Familiarity with bills of lading, tariffs, valuation provisions, warehouse receipts, transportation contracts, and customer service agreements.
Experience managing litigated claim files and working directly with defense counsel, mediators, arbitrators, and expert witnesses.
Experience identifying and pursuing subrogation opportunities and recovery strategies.
Professional designations such as AIC, CPCU, ARM, AIS, SCLA, or similar industry certifications.

Responsibilities

Manage moderately complex service, property damage, and liability claims from intake through resolution.
Investigate claims, assess liability, evaluate damages, determine coverage, and document findings.
Analyze contracts, tariffs, bills of lading, warehouse receipts, valuation provisions, and transportation-related agreements to evaluate liability and claim exposure.
Interpret commercial coverages and apply policy provisions, legal principles, and contractual obligations to claim investigations and resolution strategies.
Engage underwriting, legal, vendors, and other stakeholders in claim investigation and evaluation.
Identify and refer suspicious claims to the Special Investigation Unit.
Transfer risk to appropriate parties and identify subrogation opportunities to support recovery efforts.
Maintain appropriate adjuster licenses and continuing education credits.
Handle claims within assigned authority limits; set reserves and authorize payments within the scope of authority.
Review and validate new claims and conduct investigations according to established procedures.
Coordinate with internal and external stakeholders to resolve claim issues and adhere to claims handling procedures.
Use technology and data tools to improve claims processing efficiency and accuracy.
Resolve claims with a customer-centric approach while balancing contractual, legal, and business considerations.
Maintain detailed, compliant documentation of claim activities, investigations, negotiations, and communications.
Manage litigated files and collaborate with defense counsel, experts, and internal stakeholders to develop resolution strategies and outcomes.
Represent the company in mediations, arbitrations, and trials as needed.
Participate in problem-solving discussions and cross-functional coordination.
Handle sensitive communications professionally and explain complex coverage, liability, and contractual concepts to diverse audiences.
Mentor entry-level adjusters and share best practices.
Provide customer service, educate customers and business partners, and support satisfaction throughout the claim lifecycle.
Ensure compliance with licensing requirements and applicable statutes, regulations, and industry standards.