Technical Claims Rep-Guest Claims

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 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 Disney’s commitment to exceptional service and brand stewardship. You will conduct onsite investigations, collaborate closely with Legal and other partners on litigated matters, and provide effective training and presentations to leaders across the Resort, acting as a knowledgeable resource and mentor to colleagues while balancing multiple priorities in a fast-paced environment.

• Provide immediate guest liability claims services for Walt Disney World Resort guests, delivering outstanding customer service with a strong focus on brand management.

• Conduct thorough onsite investigations, gather and analyze facts, and evaluate liability case exposure for a wide range of guest incidents.

• Manage and resolve claims directly with guests and attorneys, including negotiation and settlement of complex liability and litigated claims.

• Partner closely with the Legal Department and outside counsel on litigated and excess reportable cases, including attending mediations, depositions, and related meetings.

• Deliver effective presentations and training to leaders across the Resort, clearly explaining complex or sensitive concepts and contributing to departmental goals and initiatives.

• Prepare concise, informative written summaries, reports, and recommendations using appropriate business writing, grammar, and professional formatting.

• Utilize automated claims administration and management systems and work efficiently in a paperless claims environment while maintaining accurate documentation and protecting confidential information.

• Prioritize and manage multiple cases and deadlines simultaneously, demonstrating strong time management, organization, and decision-making skills under pressure.

• Participate in periodic on-call rotations, including responding to incidents after hours when needed.

Required Qualifications:

• Florida 520 or 620 All-Lines Adjusters’ License in good standing.

• Proven experience and strong understanding of property and casualty insurance and claims handling, including complex liability and litigated claims.

• Skilled in scene and incident investigation, liability evaluation, and negotiation of guest liability claims.

• Ability to work independently under deadline pressure, handling multiple priorities effectively as a self-directed, proficient claims professional.

• Proven ability to deliver effective presentations to various levels of leadership, including executives, and to explain difficult or sensitive concepts clearly.

• Strong written communication skills, with the ability to produce concise, informative summaries, memos, and presentations using professional business writing and grammar.

• Computer proficiency in a Windows environment, including Outlook, Word, Excel, and PowerPoint, and familiarity with automated claims administration and management systems.

• Ability to work in multiple computer systems and in a paperless claims environment.

• Demonstrated understanding of medical and legal terminology relevant to liability claims.

• Excellent 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, operating as an effective mentor and resource for less experienced colleagues.

• Bachelor’s degree or equivalent experience.

• Minimum 5 years of experience handling liability claims or closely related claim work.

Preferred Qualifications:

• 10+ years’ experience handling liability claims (including Bodily Injury, Property Damage, Auto BI, PIP, Auto Property Damage, Discrimination, ADA Compliance, and subrogation) or equivalent claim-related experience.

• Bilingual skills (such as English and another language) helpful in serving a diverse guest population.

• Previous experience handling Florida claims and familiarity with Florida-specific regulations and practices.

• Preferred education: advanced coursework or specialized training in insurance, risk management, or a related field.

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The hiring range for this position in Florida is $83,000 to $111,200 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.