Sr Guest Claims Admin

About the role

The Risk Management Services team is comprised of Guest Claims and Workers' Compensation and strives to create a world where there are no incidents or claims. As a member of the Guest Claims team, you'll play an integral role in supporting that work. A Senior Guest Claims Administrator is part of a fast-paced and dynamic claims team that handles general liability bodily injury & property claims including automobile and products liability, for business segments of the Disneyland and Aulani Resorts.

Key responsibilities

• Drive business performance by providing great Disney Guest Service in the way we interact with our Guests and Cast
• Investigate and assess liability exposure of claims in a timely manner
• Exercise strong negotiation skills in attempting to resolve claims
• Proactively protect our brand by engaging in data-driven storytelling with our operating partners to mitigate risk
• Be willing and able to be on call 24/7, respond on scene as needed, and respond professionally to high-pressure situations
• Receive and process confidential incident reports, determine liability and effectively manage incidents that become claims
• Investigate and evaluate claims by obtaining statements, photographs and records
• Regularly identify and communicate trends to Risk Management partners and influence a reduction in frequency and severity of claims
• Participate in legal reviews
• Investigate, evaluate and follow through on Guest safety issues
• Input claim notes, maintain supporting documentation and evaluations, and prepare management reviews
• Provide input to improve processes and assist Guest Claims team members with on-going learning

Adaptability and Influence

• Foster and maintain positive relationships with Operations and Safety to mitigate risk
• Ability to reach creative resolutions leveraging company resources when appropriate
• Adapt quickly to change and display flexibility and agility when faced with challenges or ambiguity

Communication Skills

• Engage with Cast, at all levels, with professionalism and respect when investigating claims to establish future support
• Establish a professional rapport and trust with Guests through prompt, courteous, and straight-forward communication
• Identify relevant information that will assist in the fair evaluation, and possible resolution, of a claim
• Recognize, respond to, and timely elevate incidents that have brand, financial, or regulatory exposure

Business Acumen

• Experience and working knowledge of property and casualty insurance, and claims administration
• Ability to effectively manage and prioritize a case load with competing priorities
• Proactive communicator with strong written, verbal, and presentation skills
• Ability to deliver concise, but informative written summaries in memo and presentation format, with appropriate use of professional grammar
• Ability to effectively distill and analyze information obtained during investigations
• Ability to appropriately handle highly confidential information
• Effectively communicate recommendations to support effective (appropriate) resolutions of claims

Qualifications

Required Education

• High School diploma or equivalent, and a minimum 5 years of progressive leadership experience in insurance, risk management, safety, or related business

Preferred Qualifications

• Functional knowledge and understanding of the Disneyland Resort brand, operations, policies, and procedures
• Minimum 3-5 years of experience administering general liability claims

Preferred Education

• Bachelor's Degree in Business, Risk Management, or related field

Pay

The hiring range for this position in California is $87,100 to $116,800 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.