Customer Service & Support Jobs in Massachusetts (Now Hiring) — 16,888 open — Page 353

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

 

Our Property Claims department is seeking a Virtual Senior Field Property Adjuster. This is a remote Full-time/Exempt role open to fully remote candidates on Eastern or Central Standard Time. Ideal candidates will have experience as a staff adjuster for an insurance carrier.

 

POSITION OVERVIEW:

The Sr Adjuster Field Service Claims is responsible for independently managing moderate to complex and high-value field property claims. This role requires advanced investigation, evaluation, and negotiation skills to resolve field property claims. It involves thorough analysis, collaboration with internal teams and external experts, and will require travel on short notice. Strong technical expertise and the ability to manage claims in accordance with policy provisions, regulations, and best practices are essential to delivering high-quality service and outcomes.

 

IN THIS ROLE, YOU WILL:

• Independently manage field property claims, including those requiring outside field investigations and catastrophe (CAT) response.
  
• Lead thorough investigations, assess coverage, and issue appropriate documentation including reservation of rights and coverage letters. Escalate issues as needed.
  
• Identify and proactively pursue opportunities to transfer risk to the appropriate entities for the benefit of insureds and business partners. 
  
• Maintain comprehensive and detailed claim records, ensuring proper documentation and compliance with jurisdictional requirements.
  
• Identify and assign subrogation potential appropriately; set up files to support successful recovery efforts.
  
• Ensure all 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 to the Special Investigation Unit (SIU) as needed. Maintain awareness of fraud indicators and regulatory reporting obligations.
  
• Set reserves, authorize payments, and make financial decisions within authority and contribute to reserving accuracy and efficiency.
  
• Coordinate with internal and external stakeholders including legal, underwriting, vendors, and agents. Lead cross-functional meetings and communicate complex information clearly to diverse audiences.
  
• Use advanced tools and analytics to identify trends, correct inconsistencies, and improve claims handling efficiency. Ensure proper data ingestion, labeling, and protection of personally identifiable information (PII).
  
• Maintains comprehensive factual and organized claim records and prepares detailed reports summarizing findings and recommendations.
  
• Serve as a mentor to junior adjusters, providing guidance on complex claims, compliance, and litigation processes. Support training initiatives and contribute to the development of best practices and educational materials.
  
• Deliver empathetic, clear communication throughout the claims process. Educate claimants and stakeholders, affirm next steps, and ensure a positive customer experience.
  
• May represent the company in mediations, arbitrations, and trials. 
  
• Must have and maintain appropriate state adjuster licenses, continuing education credits, and a valid driver’s license.

 

WHAT YOU NEED TO APPLY:

• Bachelor’s degree or equivalent experience with claim handling. Typically requires 5–10 years of adjusting experience.
  
• Strong knowledge of local geography, regulations, and public safety agencies, as well as the ability to build rapport with insureds and navigate the insurance and legal climate. Strong working knowledge of applicable statues, regulations, case law, and third-party legal liability concepts. 
  
• Skilled in negotiation and developing strategies to influence outcomes. Demonstrates sound judgment and decision-making, including litigation and compliance matters.
  
• Communicates clearly and effectively in both verbal and written formats across a variety of situations. Selects appropriate communication channels and consistently demonstrates empathy toward all stakeholders.
  
• Highly organized with the ability to manage complex workflows and project work. Demonstrates strong time management and desk management skills,
  
• Makes informed decisions based on thorough analysis of complex issues. Evaluates risks and outcomes, acts independently within authority, and identifies patterns in claims to support resolution strategies.
  
• Ability to collaborate with internal and external experts, including legal, underwriting, and other stakeholders to ensure thorough evaluation.
  
• Ability to quickly assess customer concerns and anticipate questions, communicate and translate complex and technical terms clearly with easily understood language; deliver difficult messages when needed. 
  
• Skilled in using claims systems and Microsoft Office Suite.
• Ability to use a personal computer and other standard office equipment.  
  
• Ability to sit and/or stand for extended periods.  
  
• Required to work on-site as needed. 
  
• Ability to travel as necessary. 
  
• Ability to work in a fast paced, changing or stressful environment. 
  
• Ability to perform work in a noisy/loud work environment.
  
• May be required to have and maintain sufficient home-based internet connection.
  
• Ability to operate a motor vehicle 4-5 hours per day and to get in and out of the vehicle numerous times during the day.
  
• Ability to load and unload equipment and supplies weighing up to 30 pounds from a motor vehicle as needed to perform field work.
  
• Ability to bend, walk, and climb for several consecutive hours while inspecting damaged buildings, often with utilities turned off or inoperable.
  
• Ability to use a ladder safely to get on and off roofs and maintain balance while inspecting roofs.
  
• Ability to perform field work in adverse weather.

 

This job posting provides cursory examples of some of the job duties associated with this position.  The examples provided are not complete, and the position may entail other essential and job-related functions and responsibilities that employees will be required to perform.

 

CAREER DEVELOPMENT:

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

 

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

 

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:

The Hanover values diversity in the workplace and among our customers.  The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.  

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.” 

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities.  Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:[email protected] and include the link of the job posting in which you are interested.

 

Privacy Policy:

To view our privacy policy and online privacy statement, click here.  

Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.

Compensation:

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.