Captive Experience Specialist

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

Role Summary

The Captive Escalation Specialist provides the operational foundation for the captive escalation and complaint management program. This role is responsible for ensuring escalations are accurately tracked, documentation is complete, deadlines are monitored, and follow‑ups are executed consistently.

By managing the day‑to‑day operational details, this role enables the Manager to remain focused on client leadership, issue resolution, and service quality.

How you'll make an impact

Primary Responsibilities

• Maintain and manage the centralized escalation log and tracking tools
• Ensure all escalation documentation is complete, accurate, and up to date
• Track service level agreements (SLAs), response commitments, and follow‑up deadlines
• Schedule and coordinate focused response or resolution checkpoints as needed
• Proactively identify and escalate stalled or at‑risk matters
• Coordinate responses and information gathering across RMs, supervisors, and managers
• Support escalation trend analysis and data preparation
• Assist with training logistics, materials, and coordination
• Support development and maintenance of:
• Captive and member “Who’s Who” reference materials
• Resource guides and job aids
• Email rules, color‑coding, and standardized response workflows

About You

Required: Bachelor's degree; 3-5 years relevant claims handling experience, in addition to proficiency in MS Office applications, and related claims and business software.

Preferred: Previous auditing experience in addition to extensive liability claims background, Workers Comp captive claims experience preferred and strong process management skills.

Behaviors: Strong analytical and organizational skills. Excellent interpersonal, written and verbal communication skills. Ability to interpret customer needs and handle to conclusion. Ability to work independently and establish priorities.

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Compensation and benefits

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.