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.
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.
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
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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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)
