Sr Consultant Specialized Claims

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.

POSITION OVERVIEW: 

The Sr Consultant Specialized Claims is a senior claims expert responsible for managing the most complex and high-exposure specialized claims across the country. This role provides strategic oversight, expert guidance, and technical consultation, often involving field investigations and collaboration with internal and external stakeholders.

Fully responsible for the coverage analysis investigation evaluation negotiation and resolution of management liability claims including employment with exposures up to $5M. The claims could originate anywhere in the country and often require field consultation

In addition to direct claim handling, the Consultant supports policy development, reviews settlements from other adjusters, and implements direction from Claims Handling leadership. The position offers opportunities to deepen expertise in specialized lines of business and contribute meaningfully to claim outcomes through strategic decision-making and expert consultation.

IN THIS ROLE YOU WILL:

• Independently manage the company’s most complex, high-severity claims with significant financial exposure, including sensitive investigations and litigated matters.
• Collaborate with legal counsel and internal stakeholders to resolve high-profile cases and shape claims strategy.
• Retain, manage, and direct counsel; develop litigation strategies including discovery, trial, and resolution planning.
• Represent the company at trials, mediations, settlement conferences, and arbitrations.
• Maximize litigation outcomes through strategic oversight and documentation.
• Analyze root causes and develop solutions for complex claims; lead resolution strategies and negotiation protocols.
• Serve as a subject matter expert (SME), supporting departmental initiatives, projects, and policy development.
• Draft and issue reservation of rights and coverage letters, including manuscript and ISO/non-ISO forms.
• Interpret and apply commercial coverages and legal principles; oversee advanced risk assessments.
• Set reserves and authorize payments at the highest authority level; demonstrate expert-level financial acumen.
• Operate with broad discretion and autonomy in determining objectives, methods, and outcomes.
• Direct litigation strategy, manage counsel budgets, and ensure alignment with company performance goals.
• Lead quality and process improvement initiatives for complex claims handling.
• Utilize advanced tools and analytics to identify trends, correct data inconsistencies, and optimize claim outcomes.
• Oversee and lead negotiations for high-stakes claims; develop companywide negotiation strategies.
• Make decisions with short- and long-term business impact; contribute to strategic planning and execution.
• Conduct regular file reviews and ensure compliance with regulatory and internal standards.
• Maintain and update record-keeping policies as technologies evolve; ensure proper data ingestion and labeling.
• Protect PII and promote best practices across the organization; mentor others on compliance standards.
• Coordinate with underwriting, product, legal, and external partners to ensure thorough claim evaluation.
• Drive interdepartmental collaboration to resolve high-impact cases and improve outcomes.
• Lead communication strategies for escalated claims; serve as primary contact for high-profile matters.
• Build formal networks with key decision-makers; align communication with organizational goals.
• Provide strategic guidance on negotiation, conflict resolution, and communication for all adjuster levels.
• Attend industry events and contribute to thought leadership through white papers or special projects.
• Provide technical guidance and training; collaborate with learning teams to develop advanced curricula.
• Evaluate training effectiveness and recommend improvements; mentor junior adjusters.
• Maintain current knowledge of industry trends, technologies, and regulatory changes.
• Approve settlements and reserves beyond the authority of other adjusters; oversee technical work as needed.
• Collaborate with product management to improve line-of-business loss results and coverage offerings.
• Maintain appropriate state adjuster licenses and complete required continuing education to stay current with regulatory and industry standards.  

WHAT YOU NEED TO APPLY: 

• Typically requires 12+ years of professional liability or complex claims experience.
• Bachelor’s degree or equivalent experience required; JD and/or industry designations preferred.
• Expert-level knowledge of applicable statutes, regulations, and case law for high-complexity claims with significant financial risk.
• Advanced technical expertise in specific lines of business or industry segments.
• Recognized authority in negotiation and claims resolution; able to shape best practices and resolve the most complex claims.
• Demonstrated ability to interpret and execute policies and strategies from senior leadership.
• Strong written and verbal communication skills; able to handle sensitive issues and tailor messaging to diverse audiences.
• Skilled in empathetic communication and selecting appropriate channels for stakeholder engagement.
• Drafts clear, factual, and objective work product without personal opinion.
• Proven ability to mentor and coach staff; regularly supports skill development and compliance understanding.
• Capable of managing small projects and contributing to departmental initiatives.
• Makes informed, confident decisions independently; understands financial and strategic implications.
• Exercises sound judgment and strategic insight in evaluating complex issues and outcomes.
• Highly organized with strong time management skills; able to execute complex workflows and support others in developing these skills.
• Demonstrates adaptability in changing environments and evolving priorities.
• Cultivates collaboration and teamwork across departments and levels.
• Recognized authority in regulatory matters; expert in managing legal and reputational risks.
• Develops and implements empathetic customer service strategies; known for delivering exceptional service.
• Navigates digital tools efficiently to support claim handling and reporting.

Core Capabilities:

• Analytical Reasoning: The ability to identify problems, understand your impact, gather input and data, and develop an effective solution.
• Customer Centricity: Makes customers/clients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations.
• Digital Fluency: Effectively uses digital tools and technology appropriately to find, evaluate, create, and communicate information understands how to navigate digital platforms, use software applications, and leverage technology for productivity and communication purposes.
• Persuasion and Influence: Uses appropriate interpersonal skills and techniques to gain acceptance for ideas or solutions; uses influencing strategies to gain genuine agreements; seeks to persuade rather than force solutions or impose decisions or regulations.
• Professional Insurance Acumen: Demonstrates a deepening understanding of the insurance industry and the ability to apply specialized technical skills to address complex challenges, adapt to industry trends, and drive value for the organization.
• Planning and Execution: Plans, prioritizes and manages resources and time effectively to achieve specific goals or deadlines.

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.

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.