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Guest Claims Administrator, Disneyland
About the position
Protect the magic by preventing and mitigating risk across the Disneyland Resort. The Risk Management Services team—encompassing both Guest Claims and Workers’ Compensation—strives to create a workplace where incidents and claims are eliminated through proactive care and thoughtful support. The Guest Claims Administrator provides timely and professional property and casualty claim services for guests at Disneyland Resort and Aulani, A Disney Resort and Spa, ensuring exceptional guest experiences while protecting Disney’s brand and assets. This role is responsible for conducting onsite investigations, assessing liability exposure, and resolving claims directly with guests and attorneys. You will maintain clear and professional communication in sensitive situations, accurately document and report claim information, and support departmental initiatives and process improvements. The Guest Claims Administrator will report to the Sr Manager, Guest Claims and sits in Anaheim, CA.
Responsibilities
- Deliver immediate liability claim services for guests at Disneyland Resort and Aulani, A Disney Resort and Spa, ensuring exceptional guest experiences and upholding Disney brand standards.
- Conduct thorough onsite investigations of incidents, assess liability exposure, and determine appropriate resolutions.
- Resolve claims directly with guests and attorneys, balancing customer service with risk management considerations.
- Maintain clear and professional communication while representing the brand in sensitive or complex situations.
- Develop and deliver presentations, briefings, and training sessions for leaders and team members across the Resort.
- Collaborate on departmental initiatives, projects, and continuous improvement efforts to meet organizational goals.
- Serve on a monthly on-call rotation, responding promptly to incidents after hours as required.
- Demonstrate flexibility, professionalism, and sound judgment in handling escalated or unexpected situations.
Requirements
- 3 + years of experience in property and casualty insurance, including claims handling, scene investigations, claim evaluation, and negotiation, preferably with experience in park operations and knowledge across multiple lines of business.
- Ability to manage multiple priorities, meet deadlines under pressure, and maintain strong organizational skills and attention to detail.
- Proficiency in learning and using automated claims administration and management systems.
- Basic understanding of medical and legal terminology.
- Proficient in Windows-based applications, including Outlook, Word, Excel, and PowerPoint.
- Strong communication skills, including delivering presentations to leaders at all levels (including executives) and producing clear, concise, professional written summaries, memos, and reports.
- Demonstrated relationship-building, negotiating, and influencing skills, with the ability to solve problems and make decisions independently.
- Ability to handle confidential information with discretion.
- Strong partnership, mentoring, and training skills.
Nice-to-haves
- Knowledge of Disneyland Resort and Aulani, A Disney Resort and Spa, operations, and guest experience expectations.
- Experience resolving complex claims directly with guests and attorneys.
- Experience mentoring, coaching, or delivering training/presentations to cross-functional teams.
- Familiarity with claims administration software and reporting tools.
- Experience driving process improvements in claims or guest service operations.
Benefits
- Health and savings benefits
- Educational opportunities
- Special extras that only Disney can provide
