Consultant Specialized Claims- Fidelity & Crime

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.

We are excited to announce an opportunity to join our Fidelity & Crime Team as a Consultant Specialized Claims. This full‑time, exempt position offers the flexibility of working remotely while contributing to a high‑impact, collaborative team.

Position Overview/Summary: 

The Consultant Specialized Claims-Fidelity and Crime is responsible for managing highly complex coverage analysis, investigation, evaluation, negotiation, and resolution of specialized claims. These claims may originate from any jurisdiction across the country and often require field consultation and collaboration with internal and external experts.

This role requires advanced technical skills, sound judgment, and the ability to manage complex and high-value claims with minimal supervision. The Consultant operates with a high level of autonomy and professionalism, ensuring compliance with regulatory and company standards while navigating sensitive and high-impact claim scenarios. 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.

Responsibilities/Essential Functions:

• Independently manages highly complex claims with significant financial exposure. Demonstrate expert-level technical knowledge across products and industry practices.
• Negotiate settlements on the company’s largest and most sensitive losses, applying advanced strategies to mitigate risk and control expenses.
• Provide strategic consultation on large claim handling, supporting both staff and independent adjusters. Participate in the development of resolution strategies and ensure consistency across high-impact cases.
• Maintain ongoing communication with leadership, offering insights and updates on critical claim developments and emerging trends.
• Serve as a subject matter expert, contributing to departmental initiatives and coordinating consistent handling of large losses across jurisdictions.
• Co-adjust select cases to support learning and influence outcomes. Provide technical guidance and mentorship to less experienced adjusters.
• Lead cross-functional collaboration with underwriting, legal, agents, vendors, and other stakeholders to ensure thorough investigation and evaluation of complex claims.
• Utilize data tools and analytics to identify trends, improve claim outcomes, and ensure compliance with documentation standards. Prepare detailed reports for leadership and support continuous improvement efforts.
• Maintain appropriate state adjuster licenses and complete required continuing education to stay current with regulatory and industry standards. 

Essential Skills and Experience:

• Bachelor’s degree or equivalent experience required; typically 8+ years of professional experience in claims or related fields.

• Demonstrates strong negotiation skills in high-stakes situations, consistently securing favorable outcomes while preserving relationships. Skilled in influencing internal and external stakeholders.
• Makes confident, informed decisions independently and operates with latitude for unreviewed action. Applies sound judgment and strategic thinking to complex claim scenarios.
• Communicates clearly and effectively in both verbal and written formats. Promotes open dialogue and handles sensitive issues with professionalism and empathy.
• Maintains constructive working relationships across diverse perspectives. Fosters collaboration and contributes to a positive team environment.
• Highly organized with strong time management skills. Manages complex workflows and adapts easily to shifting priorities and business needs.
• Demonstrates deep understanding of applicable statutes, regulations, and case law. Applies legal and regulatory knowledge to guide claim resolution and ensure compliance.
• Drafts factual, relevant, and objective work products. Maintains accurate and comprehensive claim documentation using internal systems.
• Navigates digital tools efficiently to support claim handling and reporting.
• Mentors less experienced team members, offering guidance on compliance, communication, and conflict resolution. Supports knowledge sharing and team development.
• Dedicated to meeting the expectations of internal and external customers. Handles escalated issues with empathy and professionalism.

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.