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DLR Senior Guest Claims Administrator, Guest Claims 

Overview 

Protect the magic by preventing and mitigating risk at the Disneyland Resort. 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 include driving 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, and exercise strong negotiation skills in attempting to resolve claims. Additionally, you will proactively work to protect our brand by engaging in data-driven storytelling with our operating partners to mitigate risk. 

This role requires being willing and able to be on call 24/7, respond on scene as needed, and to respond professionally to high-pressure situations. 

Responsibilities 

• 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.” 

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. 

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 Education 

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

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