The Hanover Insurance Group · 2 weeks ago
Prestige Agency Relationship Manager
United States
Full-time
Remote
Senior Level
5+ years expThe Hanover Insurance Group has been committed to delivering on promises for over 170 years. They are seeking a Prestige Agency Relationship Manager to provide claims oversight and build best practices for high net worth claims, ensuring quality customer service and optimal claim outcomes.
Insurance
Responsibilities
Design and build best practices for HNW Prestige claim handling, service response and escalation processes
Play a “concierge” role on complex or sensitive losses
Provide direct involvement with agents, customers and claim adjusters on any matter involving service complaints and resolve those complaints promptly
Monitor overall service results and address problems and trends as they arise
Assist in developing our future claims handling model for Prestige claims as the business continues to grow
Provide claim expertise to the Personal Lines organization as it relates to Prestige customers, including partnering with Regional Field Leaders on Agent Partner visits
Develop close, collaborative and deep working relationships with partnership and future partnership agents; communicate and demonstrate corporate values in customer related interactions that enable achievement of Hanover’s goals
Serve as a resource to senior claims leadership & their claims managers to improve claims service & quality of our Prestige product
Interact with clients, carriers, third party administrators, producers, AE’s and others to advocate on behalf of our clients and Agent partners
Accountable for understanding regional offices &/or teams performance through file review results, financial activity analysis, ad hoc reports, customer service scorecard, Agent Council feedback, and other methods
Monitor, analyze, & communicate customer surveys to ensure offices &/or teams are providing exceptional service
Solicit & act on internal / external customer feedback on escalated claims; build relationships and Claim reputation
Advanced partnership with claim managers and underwriting leaders to solve agent problems within established authority levels; collaboratively provide feedback and coaching, which influence and communicate appropriate business outcomes
Use highly developed collaborative knowledge & partnership experience to develop, recommend &/or deliver continuous improvement initiatives that result in cost effective enhancements to quality, service, & expense management
Contribute to the Claims Operating Model &/or technology projects
Train, develop, & mentor managers/staff in Hanover’s Prestige product and Claims Spirit of Service Pledge & Claims Value Proposition
Collaborate with local managers to identify & communicate feedback about employee’s claim service & quality
Build relationships with managers that will identify & enable communication of employee technical or service developmental opportunities; partner to influence behavioral improvements through coaching & mentoring staff
Participate with claims leadership to collaboratively assist in the development and delivery of cascading goals
Identify key or complex issues & communicate clearly to the proper audience in an appropriate and timely manner
Act as an expert resource for agents, business units, as well as claims leadership and their teams
Lead and/or participate in initiatives that support claims strategies and financial goals
Collaborate with Distribution by participating in Producer Marketing meetings, Regional meetings, Agent &/or insured visits as well as other important customer activities
Effectively handle complex agent claims problems including shepherding Ex Gratia & Policy Reformation or Policy Rescission issues to appropriate resolution
Qualification
Required
Bachelors Degree and Insurance Degree(s)
5 or more years of claims management experience
5 - 8 years of claim handling and/or claims oversight experience in property claims with a focus on High Net Worth personal lines experience
5 or more years of successful experience in dealing with underwriters / leadership
5 or more years successful experience and reputation of service with agents
Experience developing and using claims measures and scorecards
Strong people skills, effective at coaching & motivating; serves as a role model to build effective relationships
Excellent communicator: communicates frequently in a clear, concise manner
Able to understand & articulate claims operations in a way that drives & achieves regional results
Effective problem solver, who anticipates issues, seeks out, validates & analyzes information; collaboratively proposes solutions; takes ownership for successful resolutions; influences good business & customer outcomes
Anticipates needs of the customer and takes a proactive approach to ensure they are met
Business acumen - knowledge and understanding of business needs, product capabilities, and cost benefit required for assessing and evaluating all Claim service issues; understands company history, market position, and future product plans and strategies
Benefits
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)
Company
The Hanover Insurance Group
The Hanover Insurance Group, Inc., based in Worcester, Mass., is the holding company for several property and casualty insurance companies.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$500M2025-08-19Post Ipo Debt· $500M
1995-10-20IPO
Leadership Team
Mark Coderre
Vice President, Deputy CISO
Kate B. Williams
President, E&S
Recent News
2025-11-03
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