Captive Experience Specialist

Arthur J. Gallagher & Co. (AJG); Rolling Meadows (IL); Remote; USD 64,000 - 82,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

Collaborative, people‑first culture

Job summary

Gallagher Bassett is hiring a Captive Escalation Specialist to manage the captive escalation and complaint program. You will ensure escalations are tracked, documented, and deadlines met, enabling the Manager to focus on client leadership and service quality.

The role requires a Bachelor's degree and 3–5 years in claims handling, with strong MS Office and claims software skills. Collaborative, meticulous professionals will thrive in a fast‑paced environment with a focus on accuracy and outcomes.

Qualifications

• Bachelor's degree required; 3-5 years relevant claims handling experience.
• Proficiency with MS Office applications and related claims software.
• Strong analytical, organizational, and communication skills.

Responsibilities

• Maintain centralized escalation log and tracking tools.
• Ensure escalation documentation is complete and up to date.
• Track SLAs, response commitments, and deadlines.
• Coordinate response checkpoints and information gathering across teams.
• Support escalation trend analysis and training coordination.
• Develop reference materials and standardized workflows.

Skills

Analytical thinking

Organizational skills

Interpersonal communication

Problem solving

Education

Bachelor's degree

Tools

MS Office

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.

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 elevate 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

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)