Sr. Inland Marine Adjuster Service Claims

The Hanover Insurance Group•Worcester, MA

13d•$65,000 - $85,000•Hybrid

About The Position

The Hanover’s inland marine claims team is seeking a Senior Adjuster Service Claims in Worcester, Massachusetts. This is a full-time, exempt role eligible for a hybrid/flexible work arrangement. The position manages a caseload of moderately complex property damage and liability claims from initiation through resolution, including coverage decisions, investigations, damage evaluation, contractual liability analysis, and settlement negotiations under policy terms, customer agreements, best practices, and jurisdictional requirements. The role primarily supports the Moving & Storage/Household Goods business and handles transportation-related exposures, commercial customer agreements, contractual liability, and litigated matters. It involves direct communication with insureds, claimants, agents, vendors, attorneys, and other third parties; accurate claim data and documentation management; and coordination with internal and external stakeholders. The adjuster works within assigned authority limits, sets reserves and authorizes payments within that authority, and may represent the company in mediations, arbitrations, and trials. The position also includes mentoring entry-level adjusters and providing customer service and education throughout the claim lifecycle.

Requirements

Bachelor’s degree or equivalent experience with claim handling.
Typically 5–10 years of adjusting experience.
Ability to analyze business contracts, tariffs, bills of lading, warehouse receipts, customer agreements, and contractual liability provisions.
Demonstrated understanding of third-party legal liability, 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 develop claim resolution strategies.
Ability to negotiate effectively in difficult situations, obtain favorable outcomes, and maintain positive business relationships.
Strong written and verbal communication skills, including the ability to explain coverage, liability, contractual obligations, and settlement positions.
Ability to make informed, confident, and timely decisions.
Strong organizational and time-management skills, including the ability to manage 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.

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, customer agreements, and transportation-related agreements to assess liability and exposure.
Interpret commercial coverages, policy provisions, legal principles, and contractual obligations when developing claim strategies and resolutions.
Engage underwriting, legal, vendors, defense counsel, experts, and other stakeholders in claim investigation and evaluation.
Identify suspicious claims and refer them to the Special Investigation Unit.
Transfer risk to appropriate parties and identify subrogation opportunities and recovery strategies.
Maintain required 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 coordinate with stakeholders to resolve claim issues in accordance with established 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.
Represent the company in mediations, arbitrations, and trials when required, and participate in problem-solving and cross-functional coordination.
Communicate sensitively and explain complex coverage, liability, and contractual concepts to diverse audiences.
Mentor entry-level adjusters and share best practices.
Provide customer service and education to customers and business partners throughout the claim lifecycle.
Comply with licensing requirements, statutes, regulations, and industry standards.