Prestige Agency Relationship Manager

Posted Monday, December 22, 2025 at 5:00 AM

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.

Our claims property department is currently seeking a Prestige Agency Relationship Manager to join our growing team! This is a Full Time/Exempt.

The high net worth Claims Prestige Agency Relationship Manager will provide claims oversight and build claim best practices to ensure quality, customer service and the best possible claim outcome for our high net worth Prestige product.

• 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…