Hybrid Claims Service Leader

The Hanover Insurance Group; Virginia (MN); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision and disability

401K with company match

Tuition reimbursement

PTO

Flexible work arrangements

Paid holidays

Job summary

The Hanover Insurance Group is seeking a Manager - Service Claims in Richmond, VA. This full-time, exempt role leads a claims service handling team, guiding investigations and ensuring high performance aligned with company goals.

You will monitor operations, provide mentorship, drive continuous improvement, and manage settlements within authority while maintaining strong client relationships and regulatory compliance.

Qualifications

• Bachelor’s degree; generally 5–7 years related claims experience; supervisory experience preferred but not required.
• Proficient in Microsoft Office, claims systems, and data analysis tools for reporting and process optimization.
• Ability to mentor, coach, and foster a positive work environment.
• Strong negotiation skills with stakeholders to achieve fair outcomes.

Responsibilities

• Oversee day-to-day operations of the claims service handling team and claim investigations.
• Monitor performance via calls, file reviews, and data tools; provide feedback and improvement plans.
• Develop and implement continuous improvement to enhance investigative quality and consistency.
• Implement fraud detection protocols and review potentially fraudulent claims.
• Lead negotiations on contested claims and balance indemnity with customer satisfaction.

Skills

Team leadership

Data analysis

Negotiation

Mentoring

Customer service

Education

Bachelor's degree

Tools

Microsoft Office

Claims management systems

Data analysis tools

Job description

The Hanover Insurance Group is seeking a Manager - Service Claims in Richmond, VA. This full-time, exempt role leads a claims service handling team, guiding investigations and ensuring high performance aligned with company goals.

You will monitor operations, provide mentorship, drive continuous improvement, and manage settlements within authority while maintaining strong client relationships and regulatory compliance.