Captive Escalations Leader — Remote

Arthur J. Gallagher & Co. (AJG); Rolling Meadows (IL); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

Collaborative, people-first culture

Global reach with local impact

Job summary

Gallagher Bassett is seeking a senior leader to own captive escalations and complaints, serving as the primary client-facing liaison for members, brokers, and stakeholders. You will ensure issues are acknowledged, navigated, resolved, and closed with discipline and professionalism.

This role emphasizes non-administrative leadership, protecting relationships, driving accountability, and translating escalations into systemic improvements across Claims, QA, and Operations in a fast-paced

Qualifications

• High school diploma required; seek strong captive and formal leadership experience.
• 9+ years of workers compensation claims experience; knowledge of industry standards.
• Strong root-cause analysis, problem solving, and process improvement skills.
• Client service orientation with ability to lead cross-functional teams.
• Proficiency in claims software and related business systems.

Responsibilities

• Own all captive escalations and complaints from intake through resolution.
• Serve as the primary client-facing role for escalations (members/brokers/captives).
• Set clear response expectations and timelines.
• Coordinate with Claims, RMs, supervisors, QA, and Operations to secure timely responses.
• Escalate blockers and drive remediation and coaching as needed.
• Conduct structured RCA to identify repeat drivers and trends.
• Translate escalation insights into remediation actions and training needs.
• Partner with QA, Claims, and Operations to implement corrective actions.

Skills

Leadership experience

Workers compensation claims experience

Root cause analysis

Client service

Communication

Education

High school diploma

Bachelor's Degree

Tools

Claims software

Job description

Gallagher Bassett is seeking a senior leader to own captive escalations and complaints, serving as the primary client-facing liaison for members, brokers, and stakeholders. You will ensure issues are acknowledged, navigated, resolved, and closed with discipline and professionalism.

This role emphasizes non-administrative leadership, protecting relationships, driving accountability, and translating escalations into systemic improvements across Claims, QA, and Operations in a fast-paced