Marine Claims Specialist- Household Goods

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 inland marine claims team is seeking a Marine Claims Specialist in our Worcester, Ma location. This is a full-time, exempt role eligible for a Hybrid/Flex work arrangement.

Position Overview:

The Adjuster Service Claims is responsible for managing a caseload of moderately complex property damage and liability claims from initiation through resolution. This includes determining coverage, conducting thorough investigations, evaluating damages, interpreting contractual liability provisions, and negotiating settlements in accordance with policy terms, customer agreements, best practices, and jurisdictional requirements. The role involves direct communication with insureds, claimants, agents, vendors, attorneys, and third parties, as well as accurate management of claim data and documentation.

This position primarily supports claims within the Moving & Storage/Household Goods business and requires experience evaluating contractual liability, transportation-related exposures, commercial customer agreements, and litigated matters. The ideal candidate will possess strong analytical, investigative, negotiation, and relationship management skills and thrive in a highly specialized claims environment.

In this role you will:

• Manage a caseload of moderately complex service, property damage, and liability claims from intake through resolution.
• Conduct thorough investigations, assess liability, evaluate damages, and determine coverage using established procedures and sound claim judgment.
• 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 for comprehensive investigation and evaluation.
• Identify and refer suspicious claims to the Special Investigation Unit.
• Transfer risk to appropriate parties and identify subrogation opportunities to support successful recovery efforts.
• Maintain appropriate adjuster licenses and continuing education credits.
• Handle claims within assigned authority limits while exercising discretion and independent judgment.
• Set reserves and authorize payments within scope of authority.
• Review and validate new claims; conduct investigations and document findings.
• Coordinate with internal and external stakeholders to resolve claim issues while adhering to established claims handling procedures.
• Utilize technology and data tools to enhance claims processing efficiency and accuracy.
• Resolve claims with a customer-centric approach while balancing contractual, legal, and business considerations.
• Maintain detailed and compliant documentation of claim activities, investigations, negotiations, and communications.
• Manage litigated files and collaborate with defense counsel, experts, and internal stakeholders to develop effective resolution strategies and achieve favorable outcomes.
• May represent the company in mediations, arbitrations, and trials. Participate in problem-solving discussions and cross-functional coordination.
• Handle sensitive communications professionally and translate complex coverage, liability, and contractual concepts for diverse audiences.
• Mentor entry-level adjusters and share best practices learned through training and experience.
• Provide exceptional customer service, educate customers and business partners, and ensure satisfaction throughout the claim lifecycle.
• Ensure compliance with all licensing requirements and applicable statutes, regulations, and industry standards.

In this role you will:

• Associate degree required; Bachelor's degree preferred, or an equivalent combination of education and experience.
• 3+ years of relevant claims handling experience required.
• Experience handling transportation, logistics, household goods, moving & storage, inland marine, cargo, commercial property damage, or liability claims strongly preferred.
• 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.
• Litigation experience preferred, including collaboration with defense counsel, participation in mediations, arbitrations, depositions, discovery, settlement negotiations, and trial preparation.
• Knowledge of insurance products, claims practices, coverage analysis, and relevant laws and regulations.
• Proficient with Microsoft Office Suite, Outlook, Guidewire, or similar claims management systems.
• Strong investigative and analytical skills with the ability to evaluate complex liability exposures, contractual obligations, and develop effective claim resolution strategies.
• Demonstrated ability to negotiate skillfully in difficult situations and obtain favorable outcomes while maintaining positive business relationships.
• Strong written and verbal communication skills with the ability to clearly explain coverage, liability, contractual obligations, and settlement positions.
• Ability to make informed, confident, and timely decisions.
• Strong organizational and time management skills with 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 within a collaborative team environment.

Preferred Qualifications:

• Experience handling contractual liability claims involving transportation, moving & 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 preferred.

Core Capabilities:

• Analytical Reasoning: The ability to identify problems, gather information, analyze complex facts and contractual obligations, and develop effective solutions.
• Customer Centricity: Makes customers and clients a primary focus while balancing business, contractual, and legal considerations.
• Digital Fluency: Effectively uses technology, claims systems, and digital tools to drive efficiency, accuracy, and communication.
• Persuasion and Influence: Uses negotiation and interpersonal skills to achieve positive outcomes and influence claim resolution.
• Professional Insurance Acumen: Demonstrates strong understanding of insurance, contractual liability, transportation-related exposures, litigation management, and industry trends.
• Planning and Execution: Plans, prioritizes, and manages resources and time effectively to achieve goals and meet service expectations.

Physical Demands and Work Environment:

• 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

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:HRServices@hanover.com and include the link of the job posting in which you are interested.

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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.