Technical Claims Rep-Guest Claims
Job Summary:
About the Role:
The Technical Claims Representative, Guest Claims provides prompt, professional liability claims support for Walt Disney World Resort guests while helping protect and enhance the Disney brand experience. In this Corporate role, you will operate as a skilled, independent problem-solver who applies sound judgment to complex guest incidents, supporting Disney's world-class, innovative entertainment environment and the storytellers who create memories for the guests around the globe.
Responsibilities:
In this role, you will independently manage a portfolio of complex guest liability claims from initial incident through resolution, ensuring timely, fair outcomes that reflect the company's commitment to exceptional service and brand stewardship. You will conduct onsite investigations, work closely with Legal and other partners on legal cases, and provide effective training and presentations to leaders across the organization, acting as a knowledgeable resource and mentor to peers while balancing multiple priorities in a dynamic environment.
- Provide immediate guest liability support for Walt Disney World Resort guests, delivering outstanding customer service with a strong focus on brand reputation.
- Conduct thorough onsite investigations, collect and analyze facts, and assess liability exposure for a wide range of guest incidents.
- Manage and settle claims directly with guests and attorneys, including negotiation and resolution of complex liability and litigated cases.
- Collaborate closely with the Legal Department and external counsel on litigated and excess reportable cases, including participating in mediations, depositions, and related proceedings.
- Deliver effective presentations and training to leaders across the organization, clearly explaining complex or sensitive topics and contributing to departmental goals and initiatives.
- Prepare clear, informative written summaries, reports, and recommendations using appropriate business writing skills and professional formatting.
- Use automated claims management systems and work efficiently in a paperless environment while keeping accurate records and protecting confidential data.
- Prioritize and handle multiple cases and deadlines concurrently, demonstrating strong time management, organization, and decision-making under pressure.
- Participate in periodic on-call rotations, including responding to incidents after hours when required.
Required Qualifications:
- Florida 520 or 620 All-Lines Adjuster's License in good standing.
- Proven experience and strong knowledge of property and casualty insurance and claims handling, including complex liability and litigated cases.
- Skilled in accident investigation, liability evaluation, and negotiation of guest claims.
- Ability to work independently under deadlines, managing multiple priorities with high efficiency.
- Proven ability to deliver clear presentations to all levels of leadership, including executives, and to explain complex or sensitive topics.
- Strong written communication skills, with the ability to produce concise, informative summaries, memos, and presentations using professional business writing.
- Computer proficiency in a Windows environment, including Outlook, Word, Excel, and PowerPoint, and familiarity with claims systems.
- Ability to work with multiple computer systems and in a paperless environment.
- Understanding of medical and legal terminology relevant to liability claims.
- Strong time management, organizational skills, attention to detail, and the ability to handle confidential information appropriately.
- Strong relationship-building, negotiating, influencing, problem-solving, and decision-making skills, serving as a mentor for less experienced team members.
- Bachelor's degree or equivalent experience.
- Minimum 5 years of experience handling liability claims or closely related claims work.
Preferred Qualifications:
- 10+ years of experience handling liability claims (including Bodily Injury, Property Damage, Auto BI, PIP, Auto Property Damage, Discrimination, ADA Compliance, and subrogation) or equivalent claim-related work.
- Bilingual skills (such as English and another language) to serve a diverse guest population.
- Experience handling Florida claims and familiarity with Florida-specific regulations.
- Preferred education: advanced coursework or specialized training in insurance, risk management, or a related field.
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