Captive Experience Lead

Gallagher Bassett; Rolling Meadows (IL); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive pay

Benefits

Career development

Collaborative culture

Global impact

Job summary

Gallagher Bassett in Rolling Meadows, IL seeks a Lead, Captive Escalations to own all captive escalations and complaints from intake to resolution. You will serve as the primary client-facing leader for members, brokers, and stakeholders, driving accountability and ensuring issues are acknowledged and closed with discipline.

This role is a high-judgment, service-driven leadership position focused on protecting relationships and turning escalations into systemic improvements through root-cause

Qualifications

• 9+ years of workers compensation claims experience.
• Knowledge of industry standards and practices.
• Experience leading captive programs and client escalations.
• Strong organizational and process-management skills.

Responsibilities

• Own all captive escalations and complaints from intake through final resolution.
• Serve as the sole client-facing role for escalations (members/brokers/captives).
• Set clear response expectations and coordinate across teams to secure timely responses.
• Conduct root cause analysis and translate insights into remediation and training needs.

Skills

Claims handling

Leadership experience

Client service

Root cause analysis

Operations coordination

Claims software

Education

High school diploma

Bachelor’s Degree

Tools

Claims software

Job description

Introduction

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.

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

This role serves as the single point of ownership for all captive escalations and complaints. The Lead will be the primary client‑facing leader for captive members, brokers, and stakeholders, ensuring every issue is acknowledged, navigated, resolved, and closed with discipline and professionalism.

This role is not administrative. It is a high‑judgment, service‑driven leadership role designed to protect relationships, drive accountability, and convert escalations into systemic improvement.

How You'll Make An Impact

• Own all captive escalations and complaints from intake through final resolution and closure
• Serve as the only client‑facing role for escalations (members/brokers/captives)
• Set clear response expectations (“request received / response by X date”)
• Navigate claims, RMs, supervisors, Quality, and Operations to secure timely responses
• Escalate non‑responsiveness and step in to remove delays or blockers when work gets stuck
• Conduct structured root cause analysis to identify repeat drivers
• Translate escalation insights into remediation, coaching, and training needs
• Identify risk patterns and emerging escalation trends
• Partner with QPG, Claims, and Operations to dirve corrective actions and confirm remediation is effectively implemented and sustained.

About You

REQUIRED QUALIFICATIONS:

• High school diploma
• Workers Comp claims handling and lead experience
• Seeking strong captive and formal leadership experience
• 9 or more years of workers compensation claims experience
• Knowledge of accepted industry standards and practices
• Computer experience with related claims and business software

DESIRED:

• Bachelor's Degree
• Previous auditing experience and strong process management skills
• Intense pivoting, someone that thrives at organization
• Client service leader with claims and captive background

#GBTopJob

Compensation And Benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace.

If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)