Risk Resolution Specialist

Job Details

Description

The Risk Resolution Specialist will be responsible for managing and supporting the resolution of guest third-party bodily injury, property damage, and valet claims, as well as employee workers’ compensation claims, across multiple restaurant locations. This role collaborates closely with restaurant management teams to ensure incidents are reported timely, promptly investigated, thoroughly documented, and efficiently resolved.

A primary focus of this position is the early resolution of guest claims, ideally within 24 to 72 hours of the incident. This includes preserving customer goodwill and upholding the brand’s commitment to delivering seamless, best-in-class customer experiences rooted in a customer-first culture. For matters that cannot be resolved at the restaurant level, the Risk Resolution Specialist serves as a key liaison with both internal and external partners, risk management leadership, and TPAs, to support formal claims handling and litigation management processes.

Job Responsibilities

• Partner with restaurant management teams to promptly investigate, document, and resolve guest incidents involving bodily injury, property damage, and valet services within assigned authority levels.
• Drive early resolution of guest claims within 24–72 hours of occurrence, balancing risk mitigation with customer satisfaction and brand integrity.
• Serve as a liaison between restaurant locations and third-party administrators (TPAs) by gathering and submitting required documentation, including incident reports, witness statements, photographs, and surveillance footage.
• Review and support claim strategies, including reserve recommendations, settlement evaluations, and resolution approaches.
• Identify and document any potential third-party involvement in incidents to facilitate appropriate transfer of risk, and collaborate with TPA adjusters to pursue and maximize subrogation recovery opportunities.
• Collect, review, and manage certificates of insurance (COIs) from key vendors, suppliers, and business partners to ensure compliance with the company’s insurance requirements.
• Collaborate with injured employees and restaurant managers to ensure timely reporting of workers’ compensation claims to TPA.
• Administer the workers’ compensation program with a focus on reducing lost-time costs through proactive engagement with restaurant managers, injury prevention, employee engagement, and effective return-to-work practices.
• Coordinate with location management to facilitate modified or light-duty assignments and support employees’ return-to-work efforts.
• Monitor and maintain accurate records of lost workdays and modified duty assignments, including responsibility for OSHA recordkeeping logs and Bureau of Labor Statistics (BLS) reporting data.
• Partner with Human Resources Leave Specialist to ensure proper documentation and tracking of work-related injury/illness leaves of absence.
• Actively support internal pre-claim resolution by coordinating with relevant departments, addressing information gaps, and working toward early issue resolution to prevent escalation into formal claim status.
• Collaborate with risk management leadership, internal stakeholders, TPA adjusters and outside defense counsel to prepare responses to litigation discovery requests and support ongoing claim investigations.
• Work cross-functionally with Risk, Security, and Operations leadership to identify, develop, and implement safety and security policies, procedures, and programs.
• Drive company-wide initiatives to promote a safe working environment and ensure compliance with applicable local, state, and federal regulations, including ADA and OSHA requirements.
• Maintain consistent communication with internal and external stakeholders to ensure transparency, efficiency, and alignment in claims management processes.
• Assists with and/or completes additional tasks and responsibilities as assigned.
  
  

Knowledge/Competencies

• Strong understanding of the principles and practices of customer service, including the ability to manage difficult or escalated guest interactions and effectively de-escalate situations involving bodily injury and/or property damage incidents.
• Strong analytical, investigative, and problem-solving capabilities.
• Knowledgeable about the successful support of pre-claim resolution efforts to minimize escalation into formal claims.
• Accuracy and completeness of incident documentation, including identification of third-party liability.
• Success in transferring risk and maximizing subrogation recoveries.
• Effective management and compliance tracking of vendor certificates of insurance.
• Effective coordination of return-to-work and modified duty programs to reduce lost-time claims.
• Responsiveness and quality of communication with internal stakeholders and TPAs.
• Demonstrated working knowledge and implementation of Cal-OSHA, and safety.
• Knowledge of occupational medicine, safety practices, and applicable OSHA and ADA regulations, including loss control principles.
• Experienced in insurance principles, practices, and terminology including claims management.
• Practices effective research techniques, methods, and procedures.
• Well-versed in restaurant procedures, methods, and equipment (preferred but not required).
  
  

Skills/Qualifications

• 3 years of experience in claims handling, risk management, insurance, or a related role; experience in full-service restaurant, hospitality or gaming environments is a plus.
• Strong understanding of general liability and workers’ compensation claims processes.
• Principles and practices of customer service, with the ability to remain composed, manage challenging guest interactions, and de-escalate high-stress situations involving bodily injury or property damage.
• Strong working knowledge and effective use of Microsoft Office (Outlook, Word, Excel, PowerPoint) and claims management systems to support claims handling and reporting.
• Experience reviewing certificates of insurance and vendor risk transfer requirements is preferred.
• Excellent interpersonal and communication skills, with the ability to interact effectively with employees, management, guests, and external partners.
• Strong investigative, organizational, and problem-solving skills with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment and meet time-sensitive deadlines.
• Excellent verbal and written communication skills.
• Ability to speak and write fluently in Spanish is preferred, but not required.
• Demonstrated working knowledge and implementation of OSHA standards, and safety programs.
• Self-motivated with the ability to take the initiative.
• Strong analytical, investigative, and problem-solving skills with attention to detail.
• Excellent organization and time management skills.
• Ability to travel as required for meeting position objectives, including overnight stays and airline travel when applicable.
• Experience in restaurant, hospitality or gaming industries preferred.
• Valid Driver’s License
• Proof of eligibility to work in the United States
• 21 years of age