Senior Captive Escalations Leader

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

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