Job Details

Claims Service Representative

Company name
The Hanover Insurance Group, Inc.

Howell, MI

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Claims Service Representative

JOB ID #: 9227 Location: Howell, MI







Position summary:

Our Claims department is seeking a Claims Service Representative to join our team in our Howell office.

The Claims Service Representative is accountable for responding to customer calls with a level of satisfaction that meets or exceeds the customers' expectations. This is accomplished by responding to the customers' inquiries in a polite, professional manner, matching their needs with our services. This individual is closely supervised during training. Performs claim intake activities on basic claims for one or more lines of business. Individual will provide general assistance to agents, insureds and claimants. Incumbent will handle faxed in losses initially and progress to handling inbound calls in rapid succession and outbound calls to gather missing information.

This is a Full-time Non-exempt role.

Responsibilities/Essential Functions:


Responds to faxed in losses and incoming calls from claimants, insureds and other parties.


Utilizing established scripts transcribes personal, loss, damage, or injury information into the company's network generating an electronic claim file


Applies basic communication skills to interpret callers inquiries


Utilizes established job aids to initiate claim activities as required


Develops recognition of coverages, claim processing requirements and related data processing systems


Learns to set up bulk reserves for Level One claims


Makes outbound calls to gather loss information on faxed in losses


Other duties as assigned


- Bachelor's Degree preferred

- One to three years of customer service experience

- Web site navigation

- Dedicated to meeting the expectations and requirements of internal and external customers

- Exhibits empathy, positive attitude and patience when responding to incoming calls

- Capitalizes on opportunities to promote EC shop or drive-in appraisal service

- Multi-tasking with the ability to toggle between various computer applications and job aids

- Easily adapts to new, different, or changing situations, requirements, or priorities

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. If you require a reasonable accommodation, as a candidate for employment, please inform The Hanover Talent Acquisition office.

The Hanover Insurance Group does not accept unsolicited Agency resumes. The Hanover Insurance Group will not pay fees to any third party agency or firm that does not have a signed Employment Agency Agreement already on file with Human Resources - The Office of Talent Management.

Company info

The Hanover Insurance Group, Inc.
Website :

Company Profile
Welcome to the Partnership Portal for Winning Agents. Here you’ll discover our intense focus on product innovation, national strength with a regional approach, unparalleled responsiveness, a commitment to on-going education, and our true dedication to partnering with the best. This is a value proposition you cannot refuse. The Hanover Promise: We offer a commitment to true Agency Partnership creating franchise value through selective distribution. By providing our products and services to only a selective group of Agents, we’ve created an opportunity for those Agents to offer more to their customers. You won’t find a more intense focus on distinctive product innovation than with The Hanover. We invest unprecedented amounts of relevant products designed for individuals, families, and businesses. This enables our Agents to grow exponentially and write “the total account.” Responsiveness and expertise are paramount to our approach. From streamlined quote processes, first contact resolution and a customer service center to local decision authority, an easy-to-use POS system, account triage, unsurpassed marketing tools, and on-going education and training, our Agents are equipped for success.

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